Please read the two documents that will be attached.
The main information comes from file Travis Perkins Case Study. The questions that should be answered are:
Questions
1. Outline and justify reasons why the marketing mix for B2B companies like Travis Perkins differs to that of B2C companies like B&Q. (1000 words)
2. Evaluate their Excel integrated customer service programme and suggest ways in which it might be improved. (1000 words)
3. Explain the purpose of KPIs and how these can assist customer service. (1000 words)
4. Propose what main points should be contained in a formal programme of customer care for customers of Travis Perkins. (1000 words)
An additional 1000 words has then been allocated to providing a conclusion including references and this should cover the following points.
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