Every single application (“app”) that attempts to earn a place in the store’s digital catalog undergoes a severe process of vetting on behalf of Apple to guarantee functionality, quality, safety, and security for the sake of the customer (Toolbox, 2009).
CRM FOR APPLE COMPUTERS SOFTWARE
Specifically, the App Store, a shopping platform for proprietary software built solely for Apple’s products is the single most regulated market in Information Technology. Through the ownership of the retail and online shopping experience to command of all products’ software platform, Apple’s unprecedented control has allowed them to rise to a new class of service quality and CRM. Quality control is asserted at fundamental levels, from the veil of secrecy that clouds knowledge of exciting new products to the heavily regulated App Store and its mobile operating system known as iOS. Furthermore, the customer service evolves from the core of the business model. Without pressuring customers into purchasing products, the employees focus their energy on creating a knowledgeable, passionate, and friendly atmosphere and encourage the product’s experience (Toolbox, 2009). This group, primarily composed of young adult professionals, middle-aged parents, and teenagers congregate to hang out and experiment with Apple’s innovative new products. Despite this, the majority of consumers that enter Apple stores do not make purchases.
In addition to constructing what is perhaps the most valuable brand existing in the world today, Apple stores are noted for being the most profitable spaces in retail of all time, generating over $5,500 per square foot (Toolbox, 2009). According to training manuals, employees are trained not to focus on sales but instead to comprehend every single need of the customer including those of which they may not realize they have (Toolbox, 2009). At every Apple store, a Genius bar is hosted which allows customers to interact with employees to get their questions answered and problems solved. By establishing an environment devoted to selling its own unique products, Apple achieved a competitive advantage such that they were able to monitor and manage every detail of customer interaction.
Instead of leaving primary interactions to random staffers of big retail chains, Apple invested in created its own line of private stores (Toolbox, 2009). Need A Unique Essay on "Customer Relationship Management: Analyzing Apple, Inc." ? Use Promo "custom20" And Get 20% Off! Order NowĬonsistently topping customer service charts, Apple has surpassed all competitors in the personal computing industry for the seventh straight year, according to the American Customer Satisfaction Index (ACSI) produced by the University of Michigan. So close, in fact, that you tell them what they need before they realize it themselves”. This philosophy has also contributed to Apple’s influence in the field of Information Technology, as Jobs once urged companies to “Get closer than ever to your customers. Although Jobs believed that CRM is the core of any company’s success, he also operated under the notion that customers do not truly know what they want or need until a product (symbolizing the solution) is finally introduced to them. Extending well beyond service, sales, and other financial transactions, CRM is the deep understanding of a customer’s wants, needs, points of pain, and priorities.
CRM FOR APPLE COMPUTERS TV
Given the astronomical success of the iPhone, iPad, Macintosh, iPod, and Apple TV hardware product lines, one can clearly observe that the Cupertino based consumer electronics organization has mastered the art of customer relationship management (CRM).īy definition, CRM includes the guidelines, practices, and principles that an organization follows during interactions with their base of consumers.
Under this philosophy, Apple has managed to establish a humble line of products which have introduced entire new sectors to the industry and completely surpassed any existing solutions (Isaacson, 2015). From the beginning, Apple’s co-founder and former CEO Steve Jobs stated “You’ve gotta start with the customer experience and work backwards to the technology” (Isaacson, 2015). is world renowned as the most successful and historically significant technology corporation in the world for its revolutionary contributions to computer hardware, operating systems, and seamless user interfaces that are focused on consumers. Customer Relationship Management: Analyzing Apple, Inc.Īpple, Inc.
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