MARY’S RICE TRADING
I. Time Context
In May 1999, Nicole Lopez was facing the challenge of expanding the number of corporate customers of their family – owned and manages rice – trading business.
II. Point Of View
Nicole Lopez, daughter of Mr. Rodrigo Lopez. Graduate of Business Administration from University of the Philippines
III. Central Problem
* How will they maintain the good customer relationship to avoid losing big accounts?
IV. Secondary Problems
* Inability of submitting the price quotation with rice sample in time.
* Lack of employees
* MRT was focused on looking other possible accounts, that's why they lose more attention to ...view middle of the document...
Alternative Courses of Action
Inability to submit the price quotation with rice sample in time.
Submitting the price quotation with rice sample on time to the prospect and MRT must follow up after 2 days if they receive the price quotation with sample.
Lack of employees
They need to hire another employee because based on our study they forgot to submit right samples on time due to lots of concerns, such as different locations of their accounts and they just have 2 delivery trucks.
MRT was focused on looking other possible accounts, that’s why they lose more attention to their previous accounts,
They must give more attention to their previous accounts, to gain loyalty/assurance for their company. But it doesn’t mean that they will stop for seeking more accounts
In maintaining the good customer relationships the Mary’s Rice Trading must gain the customer’s loyalty by sending tokens, giveaways, foods and etc. MRT must also hear their complains and reasons of their old and new customers because sometimes they felt you didn’t care about them. Relationship marketing is ongoing, so it is important to satisfy the customer with the right products and services, supported by the right promotion and making it available at the right time and location.