Analysis of the Current Strategic Situation facing Marks & Spencer

Marks & Spencer's Current Strategic Situation Analysis More than 120 years ago, Penny Market became one of the most successful international retailers and became a household name. However, in the late 1990s, the sustained high growth of the organization showed a dramatic change. Millions of pounds of profit was lost. In this case study we will analyze why the organization began failing, the current state of the market environment, and future choices.

Situational analysis: Comprehensive analysis of Marks and Spencer as a basis for identifying opportunities to meet unmet needs of customers. In addition to identifying customer needs, Marks and Spencer understands its function and operational environment. Therefore, the analysis of the situation can be seen from the analysis of the external environment and the internal analysis of Marks and Spencer. The external environment can be explained by macro environmental factors that broadly affect many companies and micro environmental factors closely related to the specific situation of the company.

This report analyzes the performance of NHS, Marks and Spencer's Food in two parts. Part 1 is based on analysis of both current customer experiences. Through their value proposition, organizational structure, current internal and external problems, and their attitudes towards customers, they will highlight the performance of the two organizations currently associated with their current customer experience. Part 2 shows how two organizations can improve customer experience by implementing CRM models and technologies.