QUESTION
The ISP and the Web Developer
'ISP X' is the Internet Service Provider that operates in a particular country. A web developer is using this ISP to host a web site for him. As part of the package, which is quite expensive (€440 approximately), the developer is getting 30 MB webspace, a domain name, and limited technical support.
The first problem arises when there is a delay of 3-4 weeks in setting up the account. After several phone calls and e-mails to ISP X, the developer eventually is able to access the sever account and upload the web site. At this stage the client of the web developer, the person for whom the web developer is actually working for, is rather upset at the delay in setting up the website. After nine months of the site being live, the web developer's client decides that they no longer want to keep their website. The web developer contacts the person at ISP X who he has previously dealt with in order to have the account closed, but unfortunately that person has left the company. A new contact is established with the ISP, and this person promises to look after settling the account. Towards the end of the twelve month hosting period that had been initially purchased from the ISP, the web developer receives notice in the post that the web hosting package in question needs to be renewed. As the account hand been cancelled, this comes as quite a surprise to the developer. He tries to make contact with his contact at ISP X, but unfortunately that person has now also left the company, in fact the entire company has been bought out by another larger firm.
Although the developer explains that he had previously cancelled this account, he continues to receive bills in the post for the next year asking him to have the account renewed. The site in question is still on the Internet, despite the developer asking for it to be removed (he is unable to do this himself due to his login on the server no longer working!). Eventually, a THIRD company buy out the second, and the account is finally shut down and the bill for renewal scrapped. Almost two years have elapsed. The developer never uses this service again, and has nothing but bad things to say about all of the companies in
Question
Answer the following Questions
(a) Write a memorandum to the Director of ISP X explaining the concept of Relationship Marketing and it's importance for sustainability
(b) What are the relationship failures identified in the case study? Develop five recommendations to improve the relationship between the ISP and the Web Developer
(c) Discuss the role of Technology in improving the relationship building process
(d) ISP X decides to appoint a Relationship Officer. Explain the key responsibilities and duties that must be attached to the position
(e) Do you think that the setting of a PR department may be helpful for the ISP provider? Why?