At first night of the class you have partnered with another student. Please provide your first draft and let them review your paper using the First Draft checklist and review their paper as well. For every two items you find in their paper you will earn 1

Enhancing the Marketing System at Flip Kart

Week-4 (Recommendation and Implementation)

Submitted to

Dr. Asila Sayedi

Submitted By

Srikanth Darapuneni

Student ID

5153179

California University of Management and Science

Date: October 25, 2016

OUTLINE

I. Abstract

II. Introduction

III. Company overview

A. History

B. Business model

IV. Analysis

A. Industry analysis

B. Company analysis

V. PEST analysis

A. Political

B. Environmental

C. Social

D. Legal

VI. SWOT analysis

A. Strengths

B. Weaknesses

C. Opportunities

D. Threats

VII. Recommendations and implementations

A. Improving shipment and logistics services

i. Collecting data as far as courier services are concerned within the villagers and local towns

ii. Eliminating the fear factor associated with conducting an online transaction

iii. Improving on the online security regarding personal information and data

B. Awareness Creation

i. Conducting simulation programs and trainings

ii. Word of mouth promotions and media advertisements

iii. Eliminating the challenge of online security among the local citizens

C. Attracting Top Talent

i. Acquisition of well-known companies

ii. Offering rewards and promotions for high performers

iii. Acknowledging and giving credit to the work of an employee

VIII. Conclusion

Recommendations And Conclusions

A. Establishing a way to improve on their shipment and logistics service

In this case, as much as a strong and perfect logistics service is one of the primary reasons behind the success of most online marketing systems, it is acknowledged that Flip Kart is lagging behind in this department because of the remoteness of some of the towns in India (Scott, 2012).

i. Collecting data as far as courier services are concerned within the villagers and local towns

The shipment of goods and services is one of the most crucial elements that can enhance the satisfaction of sellers at Flip kart (Ho & Chang, 2015). Additionally, the proliferation of technology in each and every business aspect has made so many customers to prefer new ways of conducting their business transactions. In this case, Flip Kart sellers have to keep up with the pace if they need to acquire new customers a while at the same time retaining their customer loyalty. However, the sellers at Flip kart face the challenge of ensuring that their customers are able to obtain exceptional customer experience (Ross, 2013). Therefore, it is the role of Flip kart to ensure that the satisfaction of sellers at Flip kart has improved by delivering seamless consumer loyalty across a number of organization’s touch points.

ii. Eliminating the fear factor associated with conducting an online transaction

Flip Kart needs to establish their presence on most of the communication channels preferred by their consumers. In essence, with a proper contact centre logistics, Flip Kart can embrace the true Omni-channel experience while simultaneously offering services across a number of channels like email, web, mobile IVT and social media channels.

iii. Improving on the online security regarding personal information and data

With the ever-changing technology advancements and dynamics, consumer demands have changed hence creating a new set of challenges for sellers at Flip kart (Grogger & Hanson, 2015). Establishing a marketing system at FLIP Kart that is more flexible in such a way that it has the freedom to change the order within a particular timeline to suit new requirements of the consumer will be crucial in enhancing the marketing system for sellers at Flip Kart (Baker, 2014). In fact, a more visible and transparent system that encourages a complete disclosure throughout delivery process and order placements in real time will also be vital in enhancement of the sellers demands at Flip Kart (Dychtwald, Erickson, & Morison, 2013).

B. Awareness creation

i. Eliminating the challenge of online security among the local citizens

It is universally acknowledged that, the demands for goods and services at Flip kart is more likely to increase during the holiday seasons and the sale periods coupled with increasing number of orders. In this case, the technology adopted at Flip Kart should possess the capability of scaling up in an effort to meet the requirements of the demands of business.

ii. Word of mouth promotions and media advertisements

With customers waiting impatiently and eagerly for their services, it is important that an individual maintain a constant touch with them in terms of time of delivery, status of the goods and location of delivery to avoid frustrations from the part of the consumers. In this case, with such communication, other customers may be more than willing to spread good news about the company to other customers (Phillips, 2012).

iii. Conducting simulation programs and trainings: Knowledge based Routing

With the establishment of three skill-based routing at Flip kart, callers can efficiently and quickly be matched with consultants and agents that are able to help them as soon as they need clarifications or inquire about the status of a certain product Cheng et al.,2014). Besides, it also allows the managers and the sellers at Flip kart to gather international visibility by routing the calls made to Flip Kart about a particular product to local offices that offers primary knowledge and personalized services to the consumer in question.

Logistics operators are known to incur difficulties because of lack of departmental integration (Taiminen & Karjaluoto, 2015). However, with contact centre software at Flip Kart, it can be argued that back office data can be incorporated with the customers at Flip Kart to keep each and everyone at Flip kart including sellers informed at every phase of transaction and aspect of service. In fact, all the information that is relevant for customers .In this case, all relevant data on the customers coupled with their demands and cases can be shared easily and in the process, making the marketing system at Flip Kart to be shared easily and in the process, Flip kart marketing system for sellers to function seamlessly with its customers and other business partners (Christopher, 2016).

C. Attracting top talent and customers to Flip kart

i. Acquisition of well-known companies

It is accepted that Logistics operators at Flip Kart work together with business partners, retailers, dispatch units among others while raising the complexity level for agents when it comes to dealing with the customers (Shankar et al., 2016). In other words, they are forced to toggle disparate systems to remove relevant data to resolve any customer reviews and queries. In this case therefore, the logistics operators at FLIP Kart require a CTI screen pop technology designed specifically from the ground to the top to offer a multi channel platform capable of arming the government with information regarding the customers, accou8nt history, social media interaction and marketing preferences. Therefore, in order to encourage more customers and other top talent individuals

ii. Offering rewards and promotions for high performers and special order exceptions

Some online trading companies offer special or custom order opportunities to consumers as a way of retaining and attracting new customers (Heskett, 2013). In this case, the time frame that the consumers expect a certain product to be available on the market has dropped substantially as the technology advances. In other words, in the highly competitive and fast paced economy, consumers in most cases expect turnaround within days. In this case, through their own marketing system Flip kart can offer flexible delivery to consumers (Lam & Zhang, 2014). For instance, an option that encourages a structured data portfolio where the writers can search they type of products they want coupled with their preferred seller must be included on Flip Karts marketing system to ensure that the sellers are well placed to be accessed by their consumers.

iii. Acknowledging and giving credit to the work of an employee

It is universally accepted that, in order to improve the marketing system for sellers at Flip kart, it is important for Flip Kart to make information about the available sellers at Flip Kart coupled with the products they are selling in order to make it easier for the visitors to find the type of information they need easily. In this case, the modern type of customers finds it easier to find the information they are looking for without going through a difficult spell to locate it. In other words, location of a chat service that is available 24/7 on the Flip kart website will be crucial in enhancing the marketing system for sellers at Flip kart (Fahimnia, et al, 2015).

Many online companies operators state the order fill rate and on-time delivery to validate exceptional consumer services. Others at times insist that the service accorded to customers falls into its own category and in the process; it deserves its own measurement standards. In this case, these standard measurements are accepted universally as the customer’s standards of proof of agent performance. Therefore, the Flip Kart management supervisors and agents can establish ways of generating reports, historical data or real time data reports that implicated strategic decision, coaching, and training and compensation grade for customers and sellers as well at Flip kart (Ellram, La Londe & Weber, 2013)..

References

Baker, T. (2014). Attracting and Retaining Talent: Becoming an Employer of Choice. Springer.

Cheng, A., Auerbach, M., Hunt, E. A., Chang, T. P., Pusic, M., Nadkarni, V., & Kessler, D. (2014). Designing and conducting simulation-based research. Pediatrics, 133(6), 1091-1101.

Christopher, M. (2016). Logistics & supply chain management. Pearson Higher Ed.

Dychtwald, K., Erickson, T. J., & Morison, R. (2013). Workforce crisis: How to beat the coming shortage of skills and talent. Harvard Business Press.

Ellram, L. M., La Londe, B. J., & Weber, M. M. (2013). Retail logistics. International Journal of Physical Distribution & Logistics Management.

Fahimnia, B., Bell, M. G., Hensher, D. A., & Sarkis, J. (2015). The Role of Green Logistics and Transportation in Sustainable Supply Chains. In Green Logistics and Transportation (pp. 1-12). Springer International Publishing.

Grogger, J., & Hanson, G. H. (2015). Attracting talent: location choices of foreign-born PhDs in the United States. Journal of Labor Economics, 33(S1 Part 2), S5-S38.

Heskett, J. L. (2013). Controlling customer logistics service. International Journal of Physical Distribution & Logistics Management.

Ho, L. H., & Chang, P. Y. (2015). Innovation capabilities, service capabilities and corporate performance in logistics services. International Journal of Organizational Innovation (Online), 7(3), 24.

Lam, J. S. L., & Zhang, L. (2014). Enhanced logistics service provider framework for higher integration and efficiency in maritime logistics. International Journal of Logistics Research and Applications, 17(2), 89-113.

Phillips, J. J. (2012). Return on investment in training and performance improvement programs. Routledge.

Ross, D. F. (2013). Competing through supply chain management: creating market-winning strategies through supply chain partnerships. Springer Science & Business Media.

Scott, D. (2012). Rentention of key talent and the role of rewards. WorldatWork Journal.

Shankar, V., Kleijnen, M., Ramanathan, S., Rizley, R., Holland, S., & Morrissey, S. (2016). Mobile Shopper Marketing: Key Issues, Current Insights, and Future Research Avenues. Journal of Interactive Marketing, 34, 37-48.

Taiminen, H. M., & Karjaluoto, H. (2015). The usage of digital marketing channels in SMEs. Journal of Small Business and Enterprise Development, 22(4), 633-651.