Crm Summarization

University of Gavle

Spring Semester – 2014

Assignments #1: Revision Questions and Answer for “Strategic Market Relationships” 2nd edition from strategy to implementation by Bill Donaldson and Tom O’Toole – Chapter 6 (Organizing for Relationships)

Instructor: Professor Aihie Osarenkhoe

Submission date: 1st of March 2014

Table of Contents

Organization Realities of Relationships 3

Joint Ventures and Alliances 4

Strategic Outsourcing 4

Franchising 7

KEY account management 8

Teamwork in Relationships 9

Managing Systems and Change Processes 11

Questions and Answers 12

References 12

Organization Realities of Relationships:

There are many different forms of organizational relations, they are developing, slowly, but they are developing in response to demands for the organizations. The classic form is a hierarchy with many levels that report to each other up the line. This form is formal with strict rules and procedures. The authority is centralized in the chain of command. No matter how complex the structure is, in the classic form the system will be organized in to units and divisions.

Companies need to alter their structures to be able to build effective relationships. In some cases, the relationships may fall due to lack of transparency or if there is no trust between the parties this cause low commitment or/and no believe in the relationship-based approach.

Joint Ventures and Alliances:

Due to the increase demand, the accelerated growth in technology and the high competiveness, firms are becoming aware to the need to create alliances and joint ventures. Usually both words mean that firms get together in a form that both can work for a strategic purpose (collaborative advantage). The main difference between both, with alliance there is no formal creation and easy to exit but for the joint venture the new organization (child) will be controlled by two or more collaborating organization (parents). A great example of an alliance or...