CRM “ CUSTOMER IS THE KING ” - TODAY’S SELLER 1. NATURE AND SCOPE OF CRM The Customer is King! This credo is more powerful‚ relevant and true today than ever before. In a truly customer driven economy‚ success depends on a company’s ability to be with the customer on a round the clock basis… satisfying all their product and service specific needs. Simply stated‚ Customer Relationship Management (CRM) is about finding‚ getting‚ and retaining customers. Customer Relationship
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Microsoft Computers Financial Analysis Microsoft is currently the largest company in the computer industry. With a market capitalization of $291 billion‚ Microsoft has built an empire by dominating software sales for personal computers. Stock growth over the past 25 years has increased by more than 30‚000%. However‚ Microsoft’s growth has substantially decreased since the market collapse of 2001(Niemond 25 April 2007). From June 2004 to June 2005‚ Microsoft saw a 33% growth in net income. However
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Dell Inc. Discussion Preparation Q1. SWOT analysis of Dell Inc. Strengths Weaknesses • Innovative product design • Not enough retail stores o Insist on new product o Less visibility for Dell design products • Product customization • Low differentiation o Customize products for o Little differentiated from its customer needs competitors besides low
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CHAPTER 2 How to Calculate Present Values Answers to Problem Sets 1. If the discount factor is .507‚ then .507*1.126 = $1 2. 125/139 = .899 3. PV = 374/(1.09)9 = 172.20 4. PV = 432/1.15 + 137/(1.152) + 797/(1.153) = 376 + 104 + 524 = $1‚003 5. FV = 100*1.158 = $305.90 6. NPV = -1‚548 + 138/.09 = -14.67 (cost today plus the present value of the perpetuity) 7. PV = 4/(.14-.04) = $40 8. a. PV = 1/.10 = $10 b. Since the perpetuity
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Model for Qantas Limited 30 Assessment Model for World Vision Australia 34 EXECUTIVE SUMMARY The corporate governance of five organisations (China Mobile Limited‚ Daimler AG‚ Samsung Electronics Corporation Limited‚ Qantas Airways Limited and World Vision Australia) is evaluated using a specially developed model which focuses on six corporate governance related factors that will enhance corporate governance quality. These factors are: * Whether the company’s board is structured to add value
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International Review of Management and Marketing Vol. 2‚ No. 4‚ 2012‚ pp.220-230 ISSN: 2146-4405 www.econjournals.com Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions‚ Marketing Capabilities and Hotel Performance Abdul Alem Mohammed School of Tourism‚ Hospitality and Environmental Management‚ COLGIS‚ Univerisiti Utara Malaysia‚ Sintok‚ Malaysia. Email: abd_102006@yahoo.com Basri bin Rashid School of Tourism‚ Hospitality
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EFFECT OF AFTER SALE SERVICES ON CUSTOMER SATISFACTION AND LOYALTY IN AUTOMOTIVE INDUSTRY OF ETHIOPIA BY KINDYE ESSA MUSTOFA ADDIS ABABA UNIVERSITY COLLEGE OF MANAGEMENT‚ INFORMATION AND ECONOMICS SCIENCE MASTER OF BUSINESS ADMINISTRATION PROGRAM August 2011 EFFECT OF AFTER SALE SERVICES ON CUSTOMER SATISFACTION AND LOYALTY IN AUTOMOTIVE INDUSTRY OF ETHIOPIA A Thesis Submitted to the School of Graduate Studies of Addis Ababa University in Partial Fulfillment to the Requirements
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Dell Computer Case Study Nova Southeastern University Dell’s Success Michael Dell at the age of 19 founded Dell in 1984‚ a company best known for selling affordable personal computers and laptops. As a pre-med freshman at the University of Texas at Austin‚ Michael starts a new computer business under the name of PC’s Limited. His vision carried over to Dell with the idea of customer experience as a differentiator with risk-free returns and next-day‚ at-home product assistance. Dell a very successful
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technology have facilitated commerce around the globe. The online medium of commerce has provided and will continue to provide great opportunities for consumers and businesses. However‚ there are a number of issues that need to be addressed before the advantages of online shopping can be fully realized. One significant aspect is consumer perception of online shopping. The purpose of this paper is to examine the online shopping perception of consumers who shop from traditional stores. A survey was conducted
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Customer Service Questionnaire (step 5 of 6) Screening Questions | Instructions This questionnaire has been designed to help us to understand whether the role of customer assistant is right for you‚ as well as help you to understand more about what it might be like to work for Tesco. Based on actual experiences of Tesco customer assistants‚ each question describes a situation that you might find yourself in while at work. You should imagine yourself as a customer assistant in each situation
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