Customer Relationship Management Report - 5227 Words

Lecturer: Dondjio. I Group 3 14122723 Ji-Hye Choi 14124262 Jinkeyung Baek 14125064 Xiaomin Chen 14128858 Maxime Gouge Contents 1. Introduction 2 1.1 Executive Summary 2 1.2 The Definition of CRM 2 1.3 The Necessity of CRM 3 2. Critical analysis of CRM 4 2.1 What causes the failure of CRM? 4 2.2 Future of CRM 6 3. Brief Summary and Analyze Cases 8 3.1 Case Summaries 8 3.2 Cases Analysis 9 4. Answer and Analyze Case Questions 11 4.1 Identify strategies for the CRM project implementation. 11 4.2 Identify reasons contributing to the failure of the CRM implementation at Mashkin. 11 4.3 Discuss the current state of CRM practice in emerging markets using the example of Russia. 12 4.4 What additional challenges might†¦show more content†¦Also, in terms of efficiency, customer loyalty is very important in these days. First, getting new customers is very hard and ineffective. It costs 5 to 10 times more to attract new customers than retaining the existing ones. In addition, even if companies succeed to get new customers, they cannot be sure that new customers will continue using their products or services. However, if a company has many loyal customers, they don t need to be worry about that. Not only is it less expensive to retain a customer than to acquire a new one, loyal customers spend more and purchase more profitable products and services. It is already proved as Pareto s Law . The longer the customer is loyal, the more profit the company gains. Therefore, if companies care about not only long term growth and profits but efficiency, customer loyalty has to be a top priority. In light of these, considering customers’ needs and wants first and making business plan for that is key to success, and CRM makes that dream come true. CRM helps a company to understand their customers and know what they want. Through this, companies can get closer relationships with customers and they can differentiate themselves from other competitors by providing superior service and offering a consistent, convenient customer experience. Not only for customers, but also CRM is beneficial for companies internal control. First of all, in these days, the size of the company is getting bigger. Consequently, theShow MoreRelatedA Report on Process Modeling for Web-Based Customer Relationship Management System1088 Words   |  4 PagesIntroduction This report based on a Process Modeling for Web-Based Customer Relationship Management System. It is a business requirement analysis stage in a software development life cycle. This report describes about the problem in given case study and it gives the decision making for that problems. 1.1 Customer relationship management Customer relationship management (CRM) is a most essential part in the modern business world. Customer relationship management may be a process or methodologyRead MoreWhy Data Mining Is The Extraction Of Knowledge From The Various Databases1329 Words   |  6 PagesData mining consists of using software that conglomerates artificial intelligence, statistical analysis, and systems management in the act of extracting facts and understanding from data stored in data warehouses, data marts, and through metadata (Giudici, 2005). Through algorithms and learning capabilities data mining software can analyze large amounts of data and give the management team intellectual and effective information to help them form their decisions. The intention for data mining is toRead MoreCustomer Relationship Management As A Philosophy1253 Words   |  6 Pages1.1 Background Customer Relationship Management as a Philosophy started in the 70s. Peter Drucker, a well-renowned management consultant, stated that The true business of every company is to make and keep customers. Today, the concept of CRM has grown in a global scale. Companies have evolved to focus products solely based on customer’s demands. Over the years, the CRM model does not limit to just being about customer centric but also to use customer profitability as a catalyst in making decisionsRead MoreThe Panther Flying Club Essay1671 Words   |  7 Pagesthe Oracle Service Management family of products as our customer relationship management (CRM) system of choice for customer interaction and managing service-related information. This technology will aid the improvement all of our customer interaction and customer’s needs as well as collect information from our customers. This information will be utilized in providing information for management to direction operations to aid future marketing, sales, customer service, and customer retention requirementsRead MoreEssay Operations Improvement Plan1639 Words   |  7 PagesToyota is one of the leading vehicle manufactures in the world and has faced some challenges throughout the years. This paper will discuss a key issue that Toyota has faced and how they can utilize communication software to improve the business relationship between supplier and Toyota. Operations Improvement Plan Introduction Toyota Overview Toyota is one of the leading manufacturers of vehicles in the United States and across the globe. 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By 1960, Nordstrom decided to enter the clothing arenaRead MoreBandon Group, Integrated case study Essay1225 Words   |  5 PageseBusiness know-hows, on-demand reports that generates electronic reports, the need to address for more information for tactical and strategic management, the need to standardize business process and the need for more targeted marketing (Sumner, 2005). The dilemma was to decide whether the system should be centralized or decentralized. The implementation of the CRM softwares in the divisions were decentralized and the division mangers were seeking better management information but they were encounteringRead MoreCrm for San Francisco’s City Government1633 Words   |  7 Pagesce nter. The 311 center is a centralized dispatching center that receives all the city complaints and route each call to its designated department; therefore not only did the newly revamped system benefit the abandon vehicles unit but, it enhanced the customer service of every department within the city. DTIS CRM provided the abandon vehicles unit with the technology and infrastructure that was needed to improve the service delivery. Reason why it was necessary to change the business processes

William Shakespeare s Prospero Of The Tempest - 1747 Words

On the very face of it, it might be hard to think how Prospero of The Tempest would be William Shakespeare, or even to imagine that this play is a set of symbols and metaphors that provides an allegory for which is to express this play. The research into the argument of Prospero reflecting Shakespeare has made a valid discourse, because it is based on the extending the premise that all of Shakespeare’s works are to some degree associated with his own life. This idea that using symbols to somehow have meaning outside of the play begs the inevitable questions, who is Caliban identified with then? Who is Ariel? What metaphor is the island referencing? I think this idea is placing the premise of the play into an ill-fated understanding of the play, which is to mistake this play as an autobiography, which is not the kind of writing that Shakespearean scholars will tell you, that he wrote. To accept the premise of this ridiculous argument is to accept the ridiculous premise that Shakespeare did not write his own works. There are certain links between the author of The Tempest and the protagonist of The Tempest, in terms of the works that they do. To suggest that these links are an account of Shakespeare’s, or any writer for that matter is doing around this period. Writers were not known to write stories about their own lives in this period, and the life of the author was not an interesting thing for them to write about. This idea of w riting about your own life gained literaryShow MoreRelatedThe Tempest By William Shakespeare1705 Words   |  7 PagesLiterature Mr. Nath 5 December 2014 The Tempest Written between 1610 and 1611, The Tempest by William Shakespeare is the final play penned by the famous Bard. The play portrays the illusory struggle of power and conscience through the character of Prospero and his egocentric motives. Politically, the play can be seen as an analysis of important political issues relevant to that of oppression and imperialistic tendencies of the time. Artistically, The Tempest emphasizes the nature of art, more prominentlyRead MoreDefinition And Discussion On Romances961 Words   |  4 Pages DEFINITION AND DISCUSSION ON â€Å"ROMANCES† AND SUMMARY ON â€Å"THE TEMPEST† â€Æ' DEFINITION In present English the word â€Å"romance† are derivative from Old French romanz can mean moreover a medieval story structure or a love affair, or, yet again, another story about a love affair, usually one of a rather idealized or idyllic type, from time to time marked by unexpected or strange incidents and progresses; and â€Å"to romance† has derive to mean â€Å"to create up a story that has no link with reality.† (EncyclopediaRead More Aime Cesaires A Tempest Clarifies Shakespeares The Tempest1683 Words   |  7 PagesCesaires A Tempest Clarifies Shakespeares The Tempest      Ã‚  Ã‚   Negritude, originally a literary and ideological movement of French-speaking black intellectuals, reflects an important and comprehensive reaction to the colonial situation of European colonization (Carlberg).   This movement, which influenced Africans as well as blacks around the world, specifically rejects the political, social, and moral domination of the West.  Ã‚   Leopold Senghor, Leon Damas, and Aime Cesaire are the three pioneersRead MoreWorld Events Influencing Shakespeare ¨s The Tempest Essay example1277 Words   |  6 Pagesâ€Å"What’s past is Prologue† – William Shakespeare Shakespeare lived and produced much of his famous works during the time when Queen Elizabeth ruled England and Ireland. This era was known as the Elizabethan Era. The world and its people were quickly evolving. It was the â€Å"golden age† of poetry, music and literature. It was in the midst of European exploration that Shakespeare wrote, The Tempest. It would be safe to suggest that many of the worldly events during this time, such as the shipwreck ofRead MoreAnalysis Of Shakespeare s The Tempest 2603 Words   |  11 PagesDrama When many people think of William Shakespeare, they think of plays like Romeo and Juliet, Macbeth or Hamlet. One of the most influential plays written by Shakespeare is not one listed above. The play that reflects the life and all of Shakespeare?s plays is The Tempest. This work was and still is influential in both America, Britain and around the world. Although William Shakespeare was an influential writer in American and British literature, The Tempest reaches beyond a comparison to theRead MoreWilliam Shakespeare s The Tempest1267 Words   |  6 PagesDuring the Enlightenment Era, William Shakespeare’s writing were a form of social commentary on the English Government. Endorsed by the king, Shakespeare’s works told tales of tragedy and whimsy, incorporating both fiction and nonfiction elements. One trademark of Shakespeare s plays were the subtle allusions to the concurrent events in the English government. This is evident in his well known and final play, The T empest. The story of The Tempest tells the tale of Prospero, a fallen duke forced to liveRead More tempcolon Confronting Colonialism and Imperialism in Aime Cesaires A Tempest1403 Words   |  6 PagesColonialism in A Tempest   Ã‚  Ã‚   A Tempest by Aime Cesaire is an attempt to confront and rewrite the idea of colonialism as presented in Shakespeare’s The Tempest.   He is successful at this attempt by changing the point of view of the story.   Cesaire transforms the characters and transposes the scenes to reveal Shakespeare’s Prospero as the exploitative European power and Caliban and Ariel as the exploited natives.   Cesaire’s A Tempest is an effective response to Shakespeare’s The Tempest because heRead More Conflict and Harmony in The Tempest Essay1390 Words   |  6 PagesConflict and Harmony in The Tempest   Ã‚  Ã‚   William Shakespeare describes a utopic world saturated with supernatural images and ideas which works to create the mysterious island where The Tempest takes place.   This is one of Shakespeares best examples of how a natural harmony reveals itself through the actions of discourse and confusion.   To illustrate this idea best one must examine the historical context upon which The Tempest is based.   Because this play was published in the early 1600sRead MoreEssay Comparing The Tempest and King Lear1338 Words   |  6 PagesComparing The Tempest and King Lear      Ã‚  Ã‚   This essay will focus on the similarities and differences of the plays The Tempest and King Lear in general, as well as looking at comparisons of Prospero and Lear in somewhat more detail. Prospero and Lear are, without a doubt, the two most compelling mature figures in Shakespeare. In a way, one is the flip side, so to speak, of the other. Each represents an aging mans relationship to family, environment, and, most importantly, himself. One mightRead More Prospero in William Shakespeares The Tempest Essay1246 Words   |  5 PagesProspero in William Shakespeares The Tempest Prospero has long been read as one of Shakespeare’s most cherished and provocative protagonists. His timeless role in â€Å"The Tempest† has provided readers and critics with insights into many attributes of Shakespeare as a man, his works, and the political views that are personified in his play. The historical context of â€Å"The Tempest† is one that convincingly conveys the political views of the English people of his time, relating to the colonization

Companies Turning Collaboration Technology â€Myassignmenthelp.Com

Question: Discuss About The Companies Turning Collaboration Technology? Answer: Introducation After a week-long preparation and lots of anxiety, I finally delivered my presentation this week. I along with another three students had put in a lot of efforts to research and collect the relevant material for the presentation. Though my group had other students to share the pressure, I was determined to give it my best shot to impress one and all with my communication skills. However, things didnt turn up so well as per my expectations, and now I am left with some serious homework to better myself. After a lot of introspection, I found that this presentation has helped me realize my strengths and weaknesses as a communicator. It made me figure out the areas where I need to work on to develop myself as a professional over the years to come. My contribution to the experience Given my experience in public speaking during my schooling, I confidently delivered my part of the presentation. I was crisp and clear throughout and demonstrated the same confidence through my body language. This presentation reinforced my belief as a spontaneous performer as I have the knack to hold the attention of the audience. However, I faltered during the last part when some students bombarded us with a volley of tough questions. While I batted a few of them confidently, I was scrambling for perfect answers with some tricky ones. I tried to maintain my calm but then I got caught up with fumbling and responded with some random answers to just close the session. Even though one of my team members tried to salvage the situation and diverted the topic, I think I spoiled my impression then and there only. My professor applauded my efforts but I knew where I failed. As it was a group presentation, the failure is equally shared by all the team members. However, it has taught me a tough lesson that all the members need to mutually share and prepare each other for such presentations. I would be more prepared to handle all sorts of questions in context of the presentation subject. It is the responsibility of all the group members to see that all the necessary topics have been equally prepared to combat the difficult questions. Future changes for self-development I feel this experience has given an opportunity to develop my problem-solving skills as a team member. I would put in more efforts to do pre-presentation planning to get a better insight into the topics. Even if there comes a situation when I fail to provide a suitable answer, then I would handle it politely and assure the questioner a satisfactory response in person after the presentation. Meanwhile, I would continue to polish my presentation skills to better myself the next time. Pros and cons of my experience In totality, the group presentation has shed light on my caliber as a communicator in practical situations. Whilst I have learned group dynamics during the planning stage, I feel there is lot of scope for improvement as an individual and as a team membe My response towards the unfair treatment I have often heard about ethical dilemmas when you find yourself entangled between your individual principles and professional commitment towards your employer. However, little did I know that I would experiencing something similar at this nascent stage of my professional life. As a trainee database administrator, I am under professional commitment to follow ACS code of professional conduct (2014) and ACS code of ethics (n.d.) to serve the organization with complete honesty and integrity. I am obliged to work and perform in the best interest of the employer and in favor of my professional development. However, recently I have discovered that my employers favoritism costed me and some more students the golden opportunity to earn scholarship. This was indeed an unexpected turn of events for me as I am serving the same organization and was bereft of the benefits of scholarship. Initially I was enraged with the differential treatment happening in the organization. However, I held my nerves and instead of going public with the revelation, I decided to share it with my manager. Notably, any outrageous or impulsive decision could cost me my job, which in any case is not going to serve the problem. Also, it would dent the public image or repute of the organization. This selection criteria is not just professionally wrong but is hampering the chance of some deserving candidates out there to earn scholarship to excel professionally. Given the unfairness of the situation and the ACS code of professional conduct (2014) towards giving precedence to the interest of the general public, I feel morally compelled to report the incident to my manager to find a proper resolution to the same lest deserving candidates would continue to suffer due to their poor financial state. In addition, the ACS code of ethics (n.d.) favors public interest over the vested interests or perso nal motives of some business sections. Notwithstanding the ulterior motive behind my employers decision, I would like this issue to be discussed. I strongly believe that meritocracy is a necessary and sufficient condition to hire and absorb suitable candidates in an organization. Any form of bias or favoritism raises a huge question over the moral fabric, and risk the public reputation of the organization. Keeping this in consideration, I feel there is sufficient reason for me to consult my manager to address the severity of the situation and ensure some corrective measures to improve the perennial problem in the organization to establish fair and transparent practices. Interpersonal/listening/verbal communication skills I feel the group presentation helped me demonstrate my strong communication skills to create the impact. During our discussions, I used my patience and actively listened to the suggestions to incorporate in the final presentation. I would give due credit to my interpersonal skills to help me collate and collaborate with other team members to accomplish the bigger task. Reading skills for academic excellence As much as training delivery is important, engaging and relevant content is essential to add authenticity to the chief arguments. Since I am a voracious reader, it helped me in quickly scan through the online articles and other web content to extract the important content for the presentation topic. I believe that my competence in reading saved lot of time in collecting and preparing the presentation. Team work skills My presentation has exposed me to various modalities of team work. This group presentation helped me learning how to lead in a group or team. During pre-presentation planning, I use my management skills to divide the entire presentation amongst the team members. Each member had a section of their preference to prepare, so they were internally motivated. I assigned two members to prepare the content while me and the other team mate focused on the effective delivery of the presentation. It was the team effort that the presentation was effectively delivered. Importance of ethics, codes of behaviour, and societal, privacy and legal issues within the ICT Industry I have experienced ethical dilemma whilst serving as a trainee database administrator. It was disappointing to know that my employer indulged in favoritism to give scholarship to a lesser deserving candidate. This compelled me to introspect my principles with respect to professional ethics, code of conduct, and other legit issues within the ICT industry. Whilst I will continue to serve my duties as per professional code of conduct, I would protect the sensitivity of the incident and share it within the organization to avert such cases in future. Importance of cultural diversity During my tenure as a trainee administer, I met many employees from different countries. Though initially I was hesitant to interact with them, eventually I found some common connection with them which helped me to strike conversations with them. I actively listened to their apprehensions within the new cultural set up and helped them to build a bridge with the employees of my organization. ICT technologies and organizational success Many companies have an impressive range of ICT devices and tools to help employees engage to achieve its strategic objectives. These devices help the employees connect with business clients, customers and other associates. These IT-enabled devices improve the service delivery with rapid exchange of market data and information (Marius, 2013). As a trainee administrator, I realized the importance of mobile technology to stay connected with the sales personnel on the field to receive latest information. I felt these latest technologies have reduced data redundancy and reduced the time and effort to analyze the current business situation. Communication and Collaboration technologies After completing this unit, I found video communication systems (skype) and shared whiteboards to be effective collaborative technologies to enhance engagement with the loyees (Goodwin,2014). As for communication technologies, employees continue to use emails and instant messages to share information. It improves business decision making as employees can effectively converse through these communication and collaborative technologies. They are cost-friendly and enhances employee engagement to improve business results. This unit has been a learning experience for me since it allowed me to explore my cognitive power to understand various relevant subjects. For instance, the group presentation exercise compelled me to determine my strengths and weaknesses. Alongside it encouraged me to improve myself as a professional communicator. Likewise, the next section stirred the ethical dilemma most of the working employees witness during their employment against their personal principles. This entire unit has helped me understand group dynamics, team work, interpersonal skills, listening skills, reading skills, professional development, social and ethical aspects and many other communication and collaborative technologies relevant for the growth and success of an organization. The things I liked about this unit are the two reflective exercises which give an insight into my real strength and competence as a professional. It helps me observe the complications in practical scenarios from a neutral perspective, thereby helping me understand intricate modalities. However, there could be some improvements. Firstly, the learning outcomes could have been reduced to focus on specific skills only to have some cohesive direction. Secondly, the case studies could be based on the real situations in some company to explore the tangible facts about the industry. References Australian Computer Society (ACS) . (2014). ACS Code of Professional Conduct. Retrieved from https://www.acs.org.au/content/dam/acs/acs-documents/ACS%20Code-of-Professional-Conduct_v2.1.pdf Australian Computer Society (ACS). (n.d.). ACS Code of Ethics. Retrieved from https://www.acs.org.au/content/dam/acs/acs-documents/Code-of-Ethics.pdf Goodwin, B. (2014). No more email? Why companies are turning to collaboration technology. Retrieved from https://www.computerweekly.com/feature/No-more-email-Why-companies-are-turning-to-collaboration-technology Marius, M. (2013). 4 WAYS ICT/TECHNOLOGY CAN IMPROVE YOUR BUSINESS. Retrieved from https://www.ict-pulse.com/2013/09/4-ways-icttechnology-improve-business/

Title Critical Essay on Narrative of the Life of Essays

Title: Critical Essay on "Narrative of the Life of Frederick Douglass, An American Slave, Written by Himself" Author(s): Doreen Piano Source: Nonfiction Classics for Students: Presenting Analysis, Context, and Criticism on Nonfiction Works. Ed. David M. Galens, Jennifer Smith, and Elizabeth Thomason. Vol. 2. Detroit: Gale, 2001. From Literature Resource Center. Document Type: Critical essay Full Text: COPYRIGHT 2001-2003 Gale, COPYRIGHT 2006 Gale Although Frederick Douglass wrote several autobiographies during his lifetime, none continues to have the lasting literary impact of the Narrative of the Life of Frederick Douglass, an American Slave, Written by Himself. From its publication in 1845 to its present status in the American literary canon, the Narrative has become one of the most highly acclaimed American autobiographies ever written. Published seven years after Douglass' escape from his life as a slave in Maryland, the Narrative put into print circulation a critique of slavery that Douglass had been lecturing on around the country for many years. Yet while the Narrative describes in vivid detail his experiences of being a slave, it also reveals his psychological insights into the slave/master relationship. What Douglass realizes that day is that literacy is equated with not only individual consciousness but also freedom. From that day, Douglass makes it his goal to learn as much as he can, eventually learning how to write, a skill that would provide him with his passport to freedom. What gives the book its complexity is Douglass' ability to incorporate a number of sophisticated literary devices that fashion a particular African- American identity. Literary scholar Henry Louis Gates, Jr., in his introduction to Classic Slave Narratives, claims that "Douglass' rhetorical power convinces us that he embodies the structures of thoughts and feelings of all black slaves, that he is the resplendent, articulate part that stands for the whole, for the collective black slave community." Borrowing from a wide range of discourses that include slave narratives, autobiography, sentimental rhetoric, and religious and classical oratory, Douglass creates a testament not only to the horrors of slavery but to the power of the human spirit to transcend odds. The Narrative is a compelling document that shows Douglass' ability to transform himself from an illiterate, oppressed slave to an educated, liberated free man not only literally, by escaping slavery, but also figuratively, in language. At the time that Douglass wrote his Narrative, most African Americans, especially in the South, had few opportunities to learn to read and write. Further, they also had little legal representation or standing that could protect them from physical harm or provide them access to legal action. Yet as a slave, Douglass manages both to teach himself to learn and to protect himself from harm, as in his showdown with Mr. Covey. The fight that erupts between Douglass and Covey is the turning point of the Narrative. It shows that Douglass' fight to gain freedom is also a fight to gain a selfhood, to be a man. His famous line, "You have seen how a man was made a slave; you shall see how a slave was made a man," counters the prevailing argument of the day that slaves were not humans. He illustrates in this line that slaves were perceived as non-humans because they were not treated or represented as such, not because they were biologically inferior, as many claimed. Throughout the Narrative, Douglass reveals how slaves were denied basic concepts that would provide them with the means of constructing legitimate identities. For example, Douglass mentions at the beginning of the Narrative that slaves rarely knew when they were born, as "it is the wish of most masters . . . to keep their slaves thus ignorant." To know one's birth date, in a sense, provided one with a particularly human identity, a location in time and history. Slaveholders denied even this basic knowledge to keep slaves psychologically on the same level as animals. Throughout the narrative, Douglass brings to light a number of ways in which slaveholders withheld information from slaves in order to keep them from having a basic understanding of themselves as human beings. Such insights lend credibility and power to his narrative at the same time that they reveal his own coming into being as a person. As American Studies professor Albert E. Stone claims, in "Identity and Art in Frederick Douglass' Narrative," "For the more clearly and fully we see the man and the writer . . . the more we acknowledge the force of his argument for an end to slavery's denial of individuality and creativity." One of the difficulties in getting mid-nineteenth-century readers to believe that Douglass had written the