Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
Technology & Operations
Strategy / MBA Resources
Case Study SWOT Analysis Solution
Case Study Description of Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach
Provides a set of easy, step-by-step guides for some analytical techniques that are useful in the analysis of cases discussed in the course "Competing and Winning Through Customer Information"(CWCI). The instructions that follow use datasets from three of the cases in this course: Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel; MercadoLibre.com; and Bancaja: Developing Customer Intelligence (A). These datasets are available upon request from the author.
Swot Analysis of "Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach" written by F. Asis Martinez-Jerez includes – strengths weakness that are internal strategic factors of the organization, and opportunities and threats that Step Datasets facing as an external strategic factors. Some of the topics covered in Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach case study are - Strategic Management Strategies, Financial analysis, Sales and Technology & Operations.
Some of the macro environment factors that can be used to understand the Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach casestudy better are - – technology disruption, there is increasing trade war between United States & China, increasing household debt because of falling income levels, there is backlash against globalization, increasing transportation and logistics costs, cloud computing is disrupting traditional business models, banking and financial system is disrupted by Bitcoin and other crypto currencies,
customer relationship management is fast transforming because of increasing concerns over data privacy, geopolitical disruptions, etc
Introduction to SWOT Analysis of Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach
SWOT stands for an organization’s Strengths, Weaknesses, Opportunities and Threats . At Oak Spring University , we believe that protagonist in Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach case study can use SWOT analysis as a strategic management tool to assess the current internal strengths and weaknesses of the Step Datasets, and to figure out the opportunities and threats in the macro environment – technological, environmental, political, economic, social, demographic, etc in which Step Datasets operates in.
According to Harvard Business Review, 75% of the managers use SWOT analysis for various purposes such as – evaluating current scenario, strategic planning, new venture feasibility, personal growth goals, new market entry, Go To market strategies, portfolio management and strategic trade-off assessment, organizational restructuring, etc.
SWOT Objectives / Importance of SWOT Analysis and SWOT Matrix
SWOT analysis of Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach can be done for the following purposes –
1. Strategic planning using facts provided in Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach case study
2. Improving business portfolio management of Step Datasets
3. Assessing feasibility of the new initiative in Technology & Operations field.
4. Making a Technology & Operations topic specific business decision
5. Set goals for the organization
6. Organizational restructuring of Step Datasets
Strengths Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach | Internal Strategic Factors
What are Strengths in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The strengths of Step Datasets in Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach Harvard Business Review case study are -
Sustainable margins compare to other players in Technology & Operations industry
– Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach firm has clearly differentiated products in the market place. This has enabled Step Datasets to fetch slight price premium compare to the competitors in the Technology & Operations industry. The sustainable margins have also helped Step Datasets to invest into research and development (R&D) and innovation.
Successful track record of launching new products
– Step Datasets has launched numerous new products in last few years, keeping in mind evolving customer preferences and competitive pressures. Step Datasets has effective processes in place that helps in exploring new product needs, doing quick pilot testing, and then launching the products quickly using its extensive distribution network.
Ability to recruit top talent
– Step Datasets is one of the leading recruiters in the industry. Managers in the Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach are in a position to attract the best talent available. The firm has a robust talent identification program that helps in identifying the brightest.
High brand equity
– Step Datasets has strong brand awareness and brand recognition among both - the exiting customers and potential new customers. Strong brand equity has enabled Step Datasets to keep acquiring new customers and building profitable relationship with both the new and loyal customers.
Organizational Resilience of Step Datasets
– The covid-19 pandemic has put organizational resilience at the centre of everthing that Step Datasets does. Organizational resilience comprises - Financial Resilience, Operational Resilience, Technological Resilience, Organizational Resilience, Business Model Resilience, and Reputation Resilience.
Diverse revenue streams
– Step Datasets is present in almost all the verticals within the industry. This has provided firm in Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach case study a diverse revenue stream that has helped it to survive disruptions such as global pandemic in Covid-19, financial disruption of 2008, and supply chain disruption of 2021.
Strong track record of project management
– Step Datasets is known for sticking to its project targets. This enables the firm to manage – time, project costs, and have sustainable margins on the projects.
Operational resilience
– The operational resilience strategy in the Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach Harvard Business Review case study comprises – understanding the underlying the factors in the industry, building diversified operations across different geographies so that disruption in one part of the world doesn’t impact the overall performance of the firm, and integrating the various business operations and processes through its digital transformation drive.
Low bargaining power of suppliers
– Suppliers of Step Datasets in the sector have low bargaining power. Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach has further diversified its suppliers portfolio by building a robust supply chain across various countries. This helps Step Datasets to manage not only supply disruptions but also source products at highly competitive prices.
Superior customer experience
– The customer experience strategy of Step Datasets in the segment is based on four key concepts – personalization, simplification of complex needs, prompt response, and continuous engagement.
Digital Transformation in Technology & Operations segment
- digital transformation varies from industry to industry. For Step Datasets digital transformation journey comprises differing goals based on market maturity, customer technology acceptance, and organizational culture. Step Datasets has successfully integrated the four key components of digital transformation – digital integration in processes, digital integration in marketing and customer relationship management, digital integration into the value chain, and using technology to explore new products and market opportunities.
Learning organization
- Step Datasets is a learning organization. It has inculcated three key characters of learning organization in its processes and operations – exploration, creativity, and expansiveness. The work place at Step Datasets is open place that encourages instructiveness, ideation, open minded discussions, and creativity. Employees and leaders in Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach Harvard Business Review case study emphasize – knowledge, initiative, and innovation.
Weaknesses Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach | Internal Strategic Factors
What are Weaknesses in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The weaknesses of Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach are -
Compensation and incentives
– The revenue per employee as mentioned in the HBR case study Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach, is just above the industry average. Step Datasets needs to redesign the compensation structure and incentives to increase the revenue per employees. Some of the steps that it can take are – hiring more specialists on project basis, etc.
Capital Spending Reduction
– Even during the low interest decade, Step Datasets has not been able to do capital spending to the tune of the competition. This has resulted into fewer innovations and company facing stiff competition from both existing competitors and new entrants who are disrupting the industry using digital technology.
High bargaining power of channel partners
– Because of the regulatory requirements, F. Asis Martinez-Jerez suggests that, Step Datasets is facing high bargaining power of the channel partners. So far it has not able to streamline the operations to reduce the bargaining power of the value chain partners in the industry.
Slow to strategic competitive environment developments
– As Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach HBR case study mentions - Step Datasets takes time to assess the upcoming competitions. This has led to missing out on atleast 2-3 big opportunities in the industry in last five years.
Employees’ incomplete understanding of strategy
– From the instances in the HBR case study Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach, it seems that the employees of Step Datasets don’t have comprehensive understanding of the firm’s strategy. This is reflected in number of promotional campaigns over the last few years that had mixed messaging and competing priorities. Some of the strategic activities and services promoted in the promotional campaigns were not consistent with the organization’s strategy.
Slow to harness new channels of communication
– Even though competitors are using new communication channels such as Instagram, Tiktok, and Snap, Step Datasets is slow explore the new channels of communication. These new channels of communication mentioned in marketing section of case study Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach can help to provide better information regarding products and services. It can also build an online community to further reach out to potential customers.
Need for greater diversity
– Step Datasets has taken concrete steps on diversity, equity, and inclusion. But the efforts so far has resulted in limited success. It needs to expand the recruitment and selection process to hire more people from the minorities and underprivileged background.
Aligning sales with marketing
– It come across in the case study Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach that the firm needs to have more collaboration between its sales team and marketing team. Sales professionals in the industry have deep experience in developing customer relationships. Marketing department in the case Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach can leverage the sales team experience to cultivate customer relationships as Step Datasets is planning to shift buying processes online.
High dependence on existing supply chain
– The disruption in the global supply chains because of the Covid-19 pandemic and blockage of the Suez Canal illustrated the fragile nature of Step Datasets supply chain. Even after few cautionary changes mentioned in the HBR case study - Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach, it is still heavily dependent upon the existing supply chain. The existing supply chain though brings in cost efficiencies but it has left Step Datasets vulnerable to further global disruptions in South East Asia.
High operating costs
– Compare to the competitors, firm in the HBR case study Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach has high operating costs in the. This can be harder to sustain given the new emerging competition from nimble players who are using technology to attract Step Datasets 's lucrative customers.
High cash cycle compare to competitors
Step Datasets has a high cash cycle compare to other players in the industry. It needs to shorten the cash cycle by 12% to be more competitive in the marketplace, reduce inventory costs, and be more profitable.
Opportunities Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach | External Strategic Factors
What are Opportunities in the SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The opportunities highlighted in the Harvard Business Review case study Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach are -
Better consumer reach
– The expansion of the 5G network will help Step Datasets to increase its market reach. Step Datasets will be able to reach out to new customers. Secondly 5G will also provide technology framework to build new tools and products that can help more immersive consumer experience and faster consumer journey.
Low interest rates
– Even though inflation is raising its head in most developed economies, Step Datasets can still utilize the low interest rates to borrow money for capital investment. Secondly it can also use the increase of government spending in infrastructure projects to get new business.
Lowering marketing communication costs
– 5G expansion will open new opportunities for Step Datasets in the field of marketing communication. It will bring down the cost of doing business, provide technology platform to build new products in the Technology & Operations segment, and it will provide faster access to the consumers.
Building a culture of innovation
– managers at Step Datasets can make experimentation a productive activity and build a culture of innovation using approaches such as – mining transaction data, A/B testing of websites and selling platforms, engaging potential customers over various needs, and building on small ideas in the Technology & Operations segment.
Finding new ways to collaborate
– Covid-19 has not only transformed business models of companies in Technology & Operations industry, but it has also influenced the consumer preferences. Step Datasets can tie-up with other value chain partners to explore new opportunities regarding meeting customer demands and building a rewarding and engaging relationship.
Reforming the budgeting process
- By establishing new metrics that will be used to evaluate both existing and potential projects Step Datasets can not only reduce the costs of the project but also help it in integrating the projects with other processes within the organization.
Loyalty marketing
– Step Datasets has focused on building a highly responsive customer relationship management platform. This platform is built on in-house data and driven by analytics and artificial intelligence. The customer analytics can help the organization to fine tune its loyalty marketing efforts, increase the wallet share of the organization, reduce wastage on mainstream advertising spending, build better pricing strategies using personalization, etc.
Reconfiguring business model
– The expansion of digital payment system, the bringing down of international transactions costs using Bitcoin and other blockchain based currencies, etc can help Step Datasets to reconfigure its entire business model. For example it can used blockchain based technologies to reduce piracy of its products in the big markets such as China. Secondly it can use the popularity of e-commerce in various developing markets to build a Direct to Customer business model rather than the current Channel Heavy distribution network.
Changes in consumer behavior post Covid-19
– Consumer behavior has changed in the Technology & Operations industry because of Covid-19 restrictions. Some of this behavior will stay once things get back to normal. Step Datasets can take advantage of these changes in consumer behavior to build a far more efficient business model. For example consumer regular ordering of products can reduce both last mile delivery costs and market penetration costs. Step Datasets can further use this consumer data to build better customer loyalty, provide better products and service collection, and improve the value proposition in inflationary times.
Harnessing reconfiguration of the global supply chains
– As the trade war between US and China heats up in the coming years, Step Datasets can build a diversified supply chain model across various countries in - South East Asia, India, and other parts of the world. This reconfiguration of global supply chain can help, as suggested in case study, Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach, to buy more products closer to the markets, and it can leverage its size and influence to get better deal from the local markets.
Leveraging digital technologies
– Step Datasets can leverage digital technologies such as artificial intelligence and machine learning to automate the production process, customer analytics to get better insights into consumer behavior, realtime digital dashboards to get better sales tracking, logistics and transportation, product tracking, etc.
Buying journey improvements
– Step Datasets can improve the customer journey of consumers in the industry by using analytics and artificial intelligence. Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach suggest that firm can provide automated chats to help consumers solve their own problems, provide online suggestions to get maximum out of the products and services, and help consumers to build a community where they can interact with each other to develop new features and uses.
Learning at scale
– Online learning technologies has now opened space for Step Datasets to conduct training and development for its employees across the world. This will result in not only reducing the cost of training but also help employees in different part of the world to integrate with the headquarter work culture, ethos, and standards.
Threats Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach External Strategic Factors
What are Threats in the SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The threats mentioned in the HBR case study Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach are -
Aging population
– As the populations of most advanced economies are aging, it will lead to high social security costs, higher savings among population, and lower demand for goods and services in the economy. The household savings in US, France, UK, Germany, and Japan are growing faster than predicted because of uncertainty caused by pandemic.
Consumer confidence and its impact on Step Datasets demand
– There is a high probability of declining consumer confidence, given – high inflammation rate, rise of gig economy, lower job stability, increasing cost of living, higher interest rates, and aging demography. All the factors contribute to people saving higher rate of their income, resulting in lower consumer demand in the industry and other sectors.
Trade war between China and United States
– The trade war between two of the biggest economies can hugely impact the opportunities for Step Datasets in the Technology & Operations industry. The Technology & Operations industry is already at various protected from local competition in China, with the rise of trade war the protection levels may go up. This presents a clear threat of current business model in Chinese market.
Learning curve for new practices
– As the technology based on artificial intelligence and machine learning platform is getting complex, as highlighted in case study Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach, Step Datasets may face longer learning curve for training and development of existing employees. This can open space for more nimble competitors in the field of Technology & Operations .
Barriers of entry lowering
– As technology is more democratized, the barriers to entry in the industry are lowering. It can presents Step Datasets with greater competitive threats in the near to medium future. Secondly it will also put downward pressure on pricing throughout the sector.
Environmental challenges
– Step Datasets needs to have a robust strategy against the disruptions arising from climate change and energy requirements. EU has identified it as key priority area and spending 30% of its 880 billion Euros European post Covid-19 recovery funds on green technology. Step Datasets can take advantage of this fund but it will also bring new competitors in the Technology & Operations industry.
High level of anxiety and lack of motivation
– the Great Resignation in United States is the sign of broader dissatisfaction among the workforce in United States. Step Datasets needs to understand the core reasons impacting the Technology & Operations industry. This will help it in building a better workplace.
Increasing wage structure of Step Datasets
– Post Covid-19 there is a sharp increase in the wages especially in the jobs that require interaction with people. The increasing wages can put downward pressure on the margins of Step Datasets.
Regulatory challenges
– Step Datasets needs to prepare for regulatory challenges as consumer protection groups and other pressure groups are vigorously advocating for more regulations on big business - to reduce inequality, to create a level playing field, to product data privacy and consumer privacy, to reduce the influence of big money on democratic institutions, etc. This can lead to significant changes in the Technology & Operations industry regulations.
Stagnating economy with rate increase
– Step Datasets can face lack of demand in the market place because of Fed actions to reduce inflation. This can lead to sluggish growth in the economy, lower demands, lower investments, higher borrowing costs, and consolidation in the field.
Shortening product life cycle
– it is one of the major threat that Step Datasets is facing in Technology & Operations sector. It can lead to higher research and development costs, higher marketing expenses, lower customer loyalty, etc.
High dependence on third party suppliers
– Step Datasets high dependence on third party suppliers can disrupt its processes and delivery mechanism. For example -the current troubles of car makers because of chip shortage is because the chip companies started producing chips for electronic companies rather than car manufacturers.
Capital market disruption
– During the Covid-19, Dow Jones has touched record high. The valuations of a number of companies are way beyond their existing business model potential. This can lead to capital market correction which can put a number of suppliers, collaborators, value chain partners in great financial difficulty. It will directly impact the business of Step Datasets.
Weighted SWOT Analysis of Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach Template, Example
Not all factors mentioned under the Strengths, Weakness, Opportunities, and Threats quadrants in the SWOT Analysis are equal. Managers in the HBR case study Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach needs to zero down on the relative importance of each factor mentioned in the Strengths, Weakness, Opportunities, and Threats quadrants.
We can provide the relative importance to each factor by assigning relative weights. Weighted SWOT analysis process is a three stage process –
First stage for doing weighted SWOT analysis of the case study Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach is to rank the strengths and weaknesses of the organization. This will help you to assess the most important strengths and weaknesses of the firm and which one of the strengths and weaknesses mentioned in the initial lists are marginal and can be left out.
Second stage for conducting weighted SWOT analysis of the Harvard case study Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach is to give probabilities to the external strategic factors thus better understanding the opportunities and threats arising out of macro environment changes and developments.
Third stage of constructing weighted SWOT analysis of Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach is to provide strategic recommendations includes – joining likelihood of external strategic factors such as opportunities and threats to the internal strategic factors – strengths and weaknesses. You should start with external factors as they will provide the direction of the overall industry. Secondly by joining probabilities with internal strategic factors can help the company not only strategic fit but also the most probably strategic trade-off that Step Datasets needs to make to build a sustainable competitive advantage.
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