Their strategy was proactive.
McDermott's Objectives: 1) Create a paperless office 2) Maximize convenience to customers 3) Make the work environment efficient for employees.
Business Strategy: USAA's strategy hinges exclusively on marketing to a niche group .
IT Strategy: USAA decided to adopt the strategy of scanning all documents and recording all customer claim phone conversations electronically. Because of this they feel they can provide their customers with best-in-class service. A good strategy can mean the difference between being competitive and going out of business. IT is not "little i, big T" v/s information is the critical resource. IT investments must achieve "organizational relevance." IT and Business planning must be done in coordination. USAA: Customer-Driven: .
The "Seamless Customer" concept:.
Customer information file (CIF) and SMART system are used to support the customer and for cross-selling.
Tracks the customer across several different lines of business to provide a comprehensive view of the customer.
All mail correspondence is recorded as an electronic image.
All new technology investments are evaluated in terms of their value to the customer.
USAA: Micro-Marketing :.
The CIF and SMART system contain information on over 7 million prospective customers as well as current customers.
Sophisticated models help target customers for specific products.
The CIF enables "event-driven" marketing at a very micro level.
The system helps to control "over-selling" to best customers and aims to target customers "for only those services they really need. The goal isnt just to sell products, but to maximize the quality of service for the customer.".
USAA: Empowering Employees in a Boundaryless Organization: .
IT and Sales.
IT improves the effectiveness of sales people by providing immediate access to the information they need to do their jobs.
Sales personnel can pull up information on customers across lines of business instantly.
The company I currently work is USAA, which was established for and by military personnel. ... USAA has established a name for themselves and will not except anything less than 100% from its employees. ... To govern these topics, USAA has created an ethics department. ... Though the company may seam strict, USAA does put a lot of trust in its employees. ... USAA is not just interested in its customers but the well being of society. ...
Critical Thinking and Decision Making The purpose of this paper is to examine the relationship between critical thinking and decision making. I will attempt to answer all of the following questions. 1. What is critical thinking? 2. What is decision making? 3. How do the materials for thi...
The purpose of this paper is to examine the relationship between critical thinking and decision making. I will attempt to answer all of the following questions. 1. What is critical thinking? 2. What is decision making? 3. How do the materials for this course define critical thinking and decision-...
Another example is USAA - a prosperous insurance and investment management company that has developed a new evaluation system called Family of Measures (FOM) intended to provide additional empowerment to its sales teams. ...
With regard to customers, this duty requires you to conduct sales in a truthful and accurate manner, always maintaining the highest of ethical standards. .... " USAA: the company's Core Values Statement reads: "We will consistently behave in ways that are ethical, earning the respect of members and customers by being steadfast in our commitment to act in both their best interests and the interests of the Association, regardless of any business, social, economic or personal pressures to the contrary." ...
