Running head: MARKETING PLAN: FINAL PAPER AND PRESENTATION

Final Marketing Paper

Team A
Patricia Bradley, Gwendolyn Nicks, Latina Watts, and Josetta Wauddy
MKT/421
Donna Falloon

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Introduction

The delivery of outstanding customer service has formed a critical part of todays
business marketing strategies. Managers are at a crossroadthe majority of professionals with
the responsibility of developing customer care measures recognize that they are not meeting the
needs of their customers. Managers also recognize a shortfall in profits due to the lack of quality
in customer service. Nonetheless, customer service challenges are going to continue to increase
as long as there is a lack of suitable business strategies. Savvy Solution Consulting Firm, Inc.
specializes in analyzing and motivating businesses and organizations in designing successful
customer service strategies.
Savvy Customer Service Consulting Firm, Inc. has a history of handling complaints on a
multiple level ranging from simple to complex. Savvy have received numerous awards from J.P.
and Associates, for our consistent customer satisfaction for the past five years. Savvy builds its
companys values on morales, integrity, and honesty.
Lee Lacocca said You can have brilliant ideas, but if you cannot get them across, your
ideas will not get you anywhere. Savvy Solutions have interred into marketing plan. In the
marketing plan Savvy Solution will identify the segmentation criteria that will affect your target
market selection, identify the target market, and describe the organizational buyers and
consumers of service. Savvy Solution will also analyze current competitors and define the
competitive landscape.

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Savvy Customer Service Consulting Firm, Inc

Wal-Mart is a global marketing corporation that manages a large chain of priced cut retail stores
and storehouses. In respect to a Fortune Global 500 enumerate, Wal-Mart is the third largest public
corporation is the world. It is also considered to be the worlds leading independent employer with
millions of workers. To date the Walton family continues to operate as a family-owned and family
controlled organization. The Walton family possesses 48 percent of claim in the company.
Sam Walton started the company in 1962 and integrated in October of 1969. His first public
trade was in 1972 with the New York Exchange. Its center of operations is in Bentonville, Arkansas.
Wal-Mart is considered to be the biggest food trader in the United States. In 2009 it produced 51 percent
of its US dollars in sales from food stock. In addition to Wal-Mart, Sam Walton also produced and
operated the Sam's Club. By 1988, Wal-Mart was claiming to be the most profitable merchant in the
United States. This progression of success led to the undertaking of K-Mart and Sears stores.
This outstanding performance also entitled Wal-Mart to be rated the largest retailer in America; a
rating in which it continues to hold. Wal-Mart was successful in creating and developing 8,500 retail
stores in 15 countries, which operates under at least 55 various names. In the United States it markets
under the name of Wal-Mart. Wal-Mart operates in Mexico under the name of Walmex. It operates
under the name of Best Price in India, as Seiyu in Japan, and Asda in the United Kingdom. Its operations
in Argentina, Brazil, and Canada are solely owned and operated. Wal-Marts reserves outside of the
North America have had an assortment of results. On the other hand its business in the United Kingdom,
South America, and China has been extremely successful, while projects in Germany and South Korea
have been unproductive.
New Service
Savvy Customer Service Consulting Firm, Inc. partners with organizations and companies who
understand and realize that there is a need to maintain a focused plan on customer and employee needs.

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In this highly competitive and global marketing civilization companies and organizations must create a
distinguished identity of themselves from the competition. Savvy CSC Firm, Inc. provides a four key
support system that will produce an excellent focus on customer and employee need:

Voice of the customer or employee

Customer Focus

Customer alignment

Link the customer to results

The four key support system along with other unique comprehensive approaches can ensure a company or
organization standards remain above the level of the competition. We link up with our clients to achieve
the goal of success. Our motto is We make sure the last customer transaction was not the final one
("Put A Customer Service Consultant To Work For Your Firm "creating Legendary Customer Service"",).

We treat each customer with respect and provide complete confidence, while delivering
results in a timely manner. Our staff is highly trained with the expertise in customer awareness.
Savvy Customer Service Consulting Firm, Inc. is conveniently available for any diverse situation
because of our multiple cultural staff; we are able to relate to several nationalities in their native
language.
The business economys challenge, in 2013 is establishing a flourishing company that
faces many obstacles. These challenges often influence their rate of permanence. Some industries
that are globally known are often fighting vigorously to uphold their status position. Marketing is
an essential factor to the affluence at Savvy Customer Service Consulting Firm, Inc.s. The
marketing tactics include branding, influencing, and acquiring new clients. These strategies are
performed to aid in sales. Our motto is nationally known and seen on commercials and
billboards throughout the country.

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The consulting firm promotes its services with a full time sales team who attends trading
fairs, global entrepreneur trainings, and offers a free consultation with any company. The value
of our product is priceless. We put our clients goals and needs first. We at Savvy meet weekly to
discuss the companies goals and marketing strategies. We maintain a monthly budget on
marketing expenses. Our marketing is also monitored closely to track what is working and what
needs to be restructured. There is competition in every industry therefore; we at Savvy have to
take it a step further to stay above of opposition.
We are constantly creating innovative ways to keep the companies name relevant. One
way we do that is asking our clients to fill out a simple survey on how well did we solve their
concerns? We follow up with a courtesy phone call to remind the client that they are our priority.
It is imperative that Savvy Customer Service Consulting Firm, Inc. marketing concentrates on
clients needs and specific aimed audiences. Our marketing strategies are focused on the
satisfaction of our clients, this is critical to the decisions made by the company to go beyond and
above what our clients expect.
Strengths
Here at Savvy Customer Service Consulting Firm, Inc. the customer satisfaction is our
number one priority. We are a dedicated company that bases our goals on identifying and
analyzing problems and opportunities, and delivering a strategic plan to satisfy any and all
clients complaint. At Savvy Customer Service Consulting Firm, Inc.s we are able to handle such
visionary projects; we have a strong educational background in business, as well as massive
experience in training. Finally, at Savvy Customer Service Consulting Firm, Inc. we have gifted
individuals who have a current understanding on how trends work, how companies can earn and

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maintain lifetime customers base, and what type of products and services that have a long life
cycle.
Opportunities
When hiring the Savvy Customer Service Consulting Firm, Inc. team we utilize our
expertise to gain data from other businesses information that includes both failures and success.
Savvy staff has the ability to come up with new ideas and solutions that keep the business on
forefront of its competition.
Weakness
The members at Savvy Customer Service Consulting Firm, Inc. are not giving any
personal information and they are not affiliated with your company. Savvy Customer Service
Consulting Firm, Inc. may be unaware of operating procedures that are in place, and is not aware
of the type of business you are conducting. With Savvy Customer Service Consulting Firm, Inc.
they are basically hiring a stranger.
Threats
Pending the legislation law will increase costs related to obtaining of special licensing
and certification to work as a solution firm. Legislation may also present an opportunity within
the field by its potential to increase the awareness of experienced related with the specific type of
Consultancy Company.
Trends
Savvy Customer Service Consulting Firm, Inc. would like to start the trend with
technology that obtain results easily and delivers information quickly to everyone. Other solution
organizations can base their strategies on the changes in technology that offer results quickly.

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The marketing research approach used by Savvy Customer Service Consulting Firm,
Inc.s to develop a marketing strategy for new clients is as followed: First identify the services of
the company, explain our service value, business philosophy and our companys mission. Once
our marketing plan is in place, it will be incorporated as a standard commitment for every task
we accept.
There are four critical steps involved in developing your marketing plan
1. Research and analyze your product and the market for the product.
2. Organize and write the plan
3. Implement the plan throughout every component of your business.
4. Constantly evaluate the results of your marketing plan (Business Consulting Buzz,
2008, Para. 3).
To execute our marketing plan Savvy Customer Service Consulting Firm, Inc.s must
engage with each employee when pertaining to an existing client. Proper training is imperative in
order to implement these procedures and allow them to become a part of our critical daily
policies.
Service Attributes in Detail
The benefits of Savvy Solution Consulting Firm, Inc. are numerous and profitable. The
benefits included will help to describe our business. In essence, the benefits offered will solve
problems inside and out of a business or organization that has affected its customer and
employee services. The following strategies will increase customer service loyalty as well as
enhance employee loyalty (Fraterman, 2003): Customer Experience Workshop (Best-Price
Signature Package)

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All businesses and organizations have customer experience, on one level or
another. Its the interaction and communication that takes place with you and the
customers as they initially or systematically learn about your company. Customers try
and then buy your business merchandise or service, receive feedback, and share ideas.
How was your customers experience today? Is it effective or ineffective? Do your
returns show profitability? In essence, are your customers experiences working on your
behalf or contrary to you? This results-based, rapid-results technique for handling the
customer proficiency throughout the cycles of service (external and internal), describes,
analyzes, and reforms customer interaction points. This service package perpetually
offers exceptional amount of service for the cost (Fraterman, 2003).
Producing and Maintaining a Customer Centered Corporate Culture
This approach is an approach geared toward an operative and matter-of-fact development,
making use of the Emotional Quotient inventory instrument. The Emotional Quotient is an
evaluation tool manipulated in self-development, expressive intelligence, and expressive and
societal competencies. This gauge measures the assembly of aptitudes: Intrapersonal,
interpersonal, stress control, flexibility, and general disposition. This form of information will
be an asset to the company when measuring abilities related to employee job functions
("Emotional Quotient in Statistics Solutions",).
Customer Satisfaction Measurement Process
An effective process for capturing and deploying the voice of the customer by ensuring
the right survey methodology, well-planned, bought into by all stakeholders and resulting in
relevant action. Surveys designed and delivered in strategic partnership (Fraterman, 2003).

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Customer Service Coaching

Proficient trainings will be implemented for staff who will be serving customers first
hand. Training will be provided for leading service manager as well front line staff and service
leadership training for managers. These training will be in addition to classroom and on-line
training (Fraterman, 2003).
Employee Survey Development
An effective process for capturing and deploying the voice of the employee is critical in
the context of the People-Service-Profit chain. This process not only ensures buy-in in advance
and strategically focused survey design, but it also pays attention to the key drivers of employee
satisfaction. Surveys are designed and delivered in strategic partnership. A significant feature of
the process is the post-survey "actioning" phase for which Savvy Inc. have designed the proven
Listen-Feedback-Action Process.
Strategic Customer Review Process
This process includes interactive, demonstrative, and functional methods for building
high customer relationships. It provides an objective and thorough snapshot of the relationships
with individual key customers. It also delivers the chance for strengthening relationships and
loyalty, and shifting away from a need focused customer relationship towards a respected and
trustworthy relationship (Fraterman, 2003). Listen-Feedback-Action Process
A stimulating training method aided in the Manager-to-Leader shift and to inspire employees
(Fraterman, 2003). Process Animation Workshop
An operative implement mechanism for educating cross-functional teamwork within a vital
business procedure and motivating a customer centered organization wide (Fraterman, 2003).

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Product Life Cycle and the Factors

Every product has a specific life span, which is called a natural life cycle. The life span of
a service or product is surrounded by when the product is developed and the life cycle in which it
goes through before the product is removed. This is extremely supported by technology,
competition and even the rationality of a businesss marketing department. Objectives, brand
names, and advertising are some of the ways your product moves through the product cycle. The
life cycle has four stages that will be explain in the next few paragraphs. Savvy Solution
Consulting Firm, Inc. plans to move at an easy and steady pace (Neil Kokemuller, Demand
Media, 2007).
Our clients are not rushed and we do not make them feel like a number, but relevant and
important. The time in which it takes a product to go through the life cycle will determine the
longevity of that product. This is the length to show how long the product is likely to remain
sustainable in the industry. Some opposition is likely to accelerate the product life cycle as
additional businesses strive to drive the production ahead. The movement factors consist of four
stages: introduction, growth, maturity, and decline (Kristie Lorette ). The introduction stage is
when the product is introduced to the market. At this point the product can be priced at a high
cost to cover their RND, also in the beginning stage there is no competition and the product is
exclusive (Neil Kokemuller, 2007).
Next is the growth stage, at this point the product is bringing in small amounts of sales
and competitors are beginning to surface. At this time advertisement is used to promote the
product and the price is reduced to open more outlets as a penetration strategy. Once the product
reaches the maturity stage the company presents the product at the next cost level, this will
reduce advertisement spending and allow the company to focus on the marketing aspect. The

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last, stage is called the decline stage; there are a couple of choices when it comes to this stage.
One can re-launch the product or let the product decline in the market.
In order to allow the product to decline one would sell more and reduce the stock by
having promotions, sales, raffles, and product give-a-ways (Neil Kokemuller, 2007). In the
competing business industry, businesses should continuously observe their services and products
to better assist consumers. What succeeded and produced revenue a year ago may not work as
effective this year. Positioning and product differentiation are vital pieces of a businesss
marketing strategy and are essential to keeping in front of competition. They also demand a
modern spirit jointed with cautious analysis.
Positioning and Differentiation
Product differentiation is the unification of characteristics, such as price or quality, into a
creation to inspire the proposed customers to distinguish it as desirable and different. For
example, Savvy Solution Consulting Firm, Inc. truly believes that they will win more of the
correct work on its chosen terms, while earning more doing it. Client service is crucial to the
success of the company. Our company has a 24 hour emergency toll free number for advice that
they can access at any time.
Positioning is how you furnish your service or product brand identity as you go to
market. Once the determination to differentiate your service or product is decided upon,
positioning it will follow. Savvy Solution Consulting Firm, Inc. is proud to present all of their
clients with the TQM or the Total Quality Management approach. Total Quality Management
can be synopsized as a management method for a customer attentive organization that includes
all employees in constant progress.

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It uses data, strategy, and efficient communications to assimilate the quality regulation
into the activities and culture of the organization.
Price Strategy
The fees of Savvy Solution service is rough measure, because it depends on how business
values our particular services. If business is willing to pay the fair market value, then they feel
they are receiving their true value in services. The cost of services is to rough measure of the
value of the resources used in the planning, time and implementation of services to meet our
customer needs. Businesses needs that can be aided cost effectively. Savvy Solution goal is not
to just meet the needs of the popular, but the profit-minded businesses (Perreault Jr., Cannon, &
McCarthy, 2011, Pg. 13).
Savvy Solution fees are per customer basis; these marketing methods present a fairly
low-cost way to advice, encourage, and stimulate Businesses. Marketing and promotions can
position Savvy Solution marketing mix as a firm who can meet the businesss needs (Perreault
Jr., Cannon, & McCarthy, 2011, Pg. 414). A number of businesses are rating the work done by
consulting firms, and the business pay depends on the performance. It dropped its essential
commission to about 13 percent. Sometime, it paid the consulting firm a bonus of about 3
percent on outcome that receive an outstanding Performance. Sometime the consulting firm
earned a medium performance, it forfeit the bonus (Perreault Jr., Cannon, & McCarthy, 2011,
Pg. 425).
Savvy Solution did numerous researches to consider how to charge for our services.
Savvy Solution took in final consideration would we charge per hour or per job, and would we
work on retainer, which we deliver consulting services on a frequent basis as needed. This
shall regulate how even and consultancys our cash flow. Savvy Solution basic fees are $294 per

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hour, their entry-level consultant goes for $175 per hour and employees salaries are typically
$30-$75 per hour (Swan Mountain Consulting Group, 2013, Para. 1).
Observing intelligence and recognize prospects to enhance the effect of radios. In our
progressively fervent globe, to have a growing business we need to stay informed with events
surrounding our company. Savvy Solution electronic broadcasting will monitor public relations
clarifications allow a day-to-day evaluation of beyond 180,000 worldwide electronic news
informants and a massive of public newspapers locations 90 forms of communications. We can
generate other current public relation plans and operations in knowing what is in the news.
Public relation opportunities for Savvy Solution Consultation, Inc. Firm are resources, such as an
ad on a social network, like twitter, Facebook, MySpace, and even Pandora. Facebook, Twitter,
and MySpace all have an ad that is very detailed on the side where you can go and like it.
Pandora helps because once a person listened to a certain amount of songs they have up
to a minute ad that explains and shows a brief video or a picture so that you can get a better
understanding. Another way to get your business recognized is billboards and commercials. The
billboard is seen by thousands of future customers because of the size other individuals can see
the board sometimes without driving in a vehicle. Commercial can be a help because you can
have an attractive actor or celebrity that will grab the attention of viewers watching.
The final, form of public relation to use in making your business well-known is to have it
broadcasted on the radio. There are many morning radio shows that can promote your business in
just a minute of time and generate additional consumers who are interested. Having these mass
media can boost your business in other cities and across the world because it is publicized in
many parts through the social media.

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The channel management is most effective when focusing on the increase of market
share. Once we appoint a manager to channel the customers, we were able to analyze the effects
of channel management by comparing the market sharing before and after the program. Diverse
focuses acquire separate administration budgets. With complete transactions over a demand
region may, analyze the expense of employment, member wages, preparation, publicizing
funding, such as journey to regulate the network organization budget. The preference of a
customer determines how sales can increase by having different channels (Ian Linton).
The Internet is the growing change for companies because there is a large amount of
consumer who enjoys shopping online. As you analyze how different channels can affect the sale
growth in companies you will have a better vision on what source of communication you would
use on your business growth. When sending your message through different channels you must
make sure you are selling what you advertise. The information of your product or service must
satisfy the customer (Ian Linton).
To make sure you keep the satisfaction of a customer send out a survey to identify any
problems or request you may have or need to change. If, for example you have a complaint from
the customer about waiting time, you should take the time to improve how a customer wait time
will decrease. Customer service analysis is a lavish way to measure the changing levels of
customer satisfaction (Ian Linton).

Distribution, which is known as placement, is included in the 4 Ps of marketing (price,

product, placement, and promotion). Distribution channels are a significant part of your total
marketing strategy. They aid in assisting you to magnify your grasp to enter into your market
team, direct Internet marketing, and several consultants.

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As an employee of Savvy Solution Consulting sales team, you will be responsible for
producing fresh leads and compassing implementation assignments. Quotas will have to be met
and aiding in weekly discussions in improving performances is required. The direct Internet
department will advertise Savvy Solution Consulting on the internet. They will also be
responsible in maintaining the upkeep, sales, and business that is generated from the websites.
The consultants at Savvy Solution Consulting Inc., Firm will ascertain the rate of their
assistance constructed on what is precisely outlined in the potential clients agenda. They will
also be responsible for handling feasibility analyses. The middle man in terms of cost will not be
needed in the direct Internet area. Consumers are free to research almost any company on the
internet. The cost for this distribution channel will be at a minimal.
Savvy Solutions will also implement free advertising on the internet with Facebook, blog
posts, and LinkedIn. There will be some costs to implement a sales team and consultants. The
complete startup cost which includes stationary, legal costs, logo design, and related expenses
comes to $19,000. The start-up assets that will be necessary will include $40,000 in short-term
assets (furniture for the office) and $30,000 in initial money to manage the initial few months of
consulting tasks as accounts receivable and sales take part in the cash flow.
Savvy Solutions Consulting Budget Plan
Startup Expenses
Legal

$1300

Stationary

$3,000

Brochures

$5,400

Consultants

$5,000

Insurance

$400.00

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Expensed Equipment

$3,000

Other

$900.00

Total Start up Expense

Startup Assets Needed
Cash Balance of Starting Date

$30,000

Other Current Assets

$10,000

Total Current Assets

$40,000

Long Term Assets

$0

Total Assets

$40,000

Total Requirements

$59,000

Funding
Investment
Investor 1

$25,000

Investor 2

$25,000

Other

$8,600

Current Liabilities
Accounts Payable

$400.00

Current Borrowing

$0

Other Current Liabilities

$0

Current Liabilities

$400.00

Long Term Liabilities

$0

Total Liabilities

$400.00

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Loss at Startup Cost

($19,000)

Total Capital

$39,600

Total Capital and Liabilities

$40,000

Savvy Solution had to explore what quantifiable facts can be used to measure the success
of their promotional ads. Are they reaching target market? Are the ads attracting new business?
Savvy Solution knows it is very important to select the right evaluating instrument that is
suitable for our strategy. Quantifiable elements can help Savvy Solution increase our marketing
success, and evaluating our performance can play an important role in our efficiency as a
consulting firm. Some companies are terrified that an evaluation can cast a negative light on their
promotion plan, but fail to realize it can benefit them to conduct a systematic evaluation.
We need to consider each marketing plan that is prepared for the marking budget and
identify the evaluating instrument that will help you track our effectiveness. Savvy Solution must
function within the promotional budget for each quarter. We must take into consideration the;

The cost of generating the marketing plan

All material( including print advertising expenses)

The cost of studies

Time (Payroll)

The cost of implementation of the marketing plan

All travel expenses (including convention and promo shows)

There are numerous ways Savvy Solution can place controls so that can monitor their
advertising budget. If we assess our expenses, we are able to sustain our quarterly budget and
see precisely what our increases or decreases in our budget.

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We need to create a tracking system for each of our strategies for our marketing plan.
When we start a new promotion, we should put into operation our tracking tool. Savvy Solution
understands the best way to get straightforward opinions from our clientele is to use surveys.
Surveys will help us evaluate, monitor, and control the effectiveness of our marketing strategy.
We layout our surveys to get firm figures, and it is easier to record the data by using the
dichotomous question method to be studied. Our marketing department feels that surveys are
more effective when it is a simple and clear question (Council of American Survey Research
Organization, 2013, chap. 8). For example:
1. Have you ever used our service before?
Yes or No
2. Were you pleased with our services?
Yes or No
3. Would your company use Savvy Solutions?
Yes or No
4. Were we able to meet your business needs?
Yes or No
5. Will you recommend Savvy Solution to another business?
Yes or No
6. Did you see our new promotional brochures?
Yes or No
7. How did you hear about our consulting Firm?
__ Referral
__ Promotional ad

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__ Internet
__ Newspaper Ad
_________ Other
8. Were you pleased with how the consultant meet your objective
Yes or No
9. Was Savvy Solution services reasonably prices?
Yes or No
10. Do you feel you were given honorable service?
Yes or No
Savvy Solution does understand by using a closed format questions for survey
their format restricted the consumers from giving their personal opinion. Closed
questions allow us to easily analyze the data retrieved. Savvy Solution has developed a
new marketing plan intended to generate new business, and to increase revenue. We
constantly work our sales department to track the amount of business that responds to a
marketing effort. We hope by tracking this information with our sales department we can
improve our marketing plan, and generate new business.
Conclusion
We at Savvy Solution have dedicated employees available to handle your need on a 24/7
bases. We deliver 100% services for all your solutions to bring your company back to the status
of customer satisfaction guarantee. Rapid response is what we thrive on money not earned is
money loss. Collecting, gathering, and restructuring information of current business is
imperative for Savvy Solution to provide outstanding customer service in a timely manner.

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Any requests or challenges are directly addressed. Complete satisfaction will always be
our number one priority.
Savvy Solutions aspiration is to remain reliable, focus on our attributes, give honorable
service, centered and focus on the service life cycle, and always to be superior in our marketing
strategies. Savvy Solutions believe the quote from David Axelrod put it into prospective, I have
never believed in the Wizard of Oz theory of consulting, that I am all-knowing and all-seeing,
and that everyone around me is kind of a backbencher (Axelrod, 2001, Para.9) .
It has been shown that Savvy Customer Service Consulting Firm, Inc. is the best choice
for any company who has customer satisfaction concerns and issues. The experience and
expertise that the firm will demonstrate in solving problems with customer awareness will earn
respect with clients and allow future customers the opportunity to seek our services.

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