Organisation Behaviour Essay Example | Topics and Well Written Essays - 2750 words

Organisation Behaviour - Essay Example According to Rahmati and Fard (2012) and Sease (2013), metaphors refer to a form of speaking where one thing would be expressed in the light of another so as to describe the character of the subject. They play an important role in understanding and interpreting organisations. To bring this into perspective in this paper, two metaphors borrowed from Images of Organisation, namely, organisation as an organism and political organisation will be used to describe Apple Inc., as the chosen case organisation. Apple Inc. Apple Inc. is a multinational corporation with its headquarters in Cupertino, California dealing with designing, developing and selling personal computers, computer software and consumer electronics. The American company known for its hardware products such as Mac computers, iPhone smartphones, iPad tablet computers and iPod music players and software such as iTunes media browser and Safari web browser among others was founded by Steven Wozniak and Steven Jobs in 1976 and in corporated in the following year. In the first year of its incorporation, the firm released the first Apple computer, Apple I. Today, Fortune 500 Magazine (2012) documents Apple Inc. as the second largest information technology company globally, after Samsung Electronics, by revenue and has been ranked third largest as a mobile phone maker. In 2008 through 2012, it was documented by Fortune 500 Magazine as the most admired firm in America and globally. Going by market capitalisation, it ranks second among the largest publicly traded corporations globally with its value as of January 2013 estimated at USD 414 billion. Its 2012 annual revenue was USD 156 billion as retrieved from its website (http://www.apple.com/). The Late Steve Jobs has been widely accredited for the success that Apple Inc. enjoys today. Together with Steve Wozniak, Steve Jobs co-founded Apple Computers Inc. in 1976, having both dropped out of college (Mittan, 2010). Following the success of their computers in the market, Steve Jobs and the then president, Michael Scott got entangled in power struggle. Though Scot resigned in 1981, tension continued to escalate causing Jobs to quit the company he had co-founded in 1985. NeXT, the company consequently formed by Jobs was purchased by Apple in 1996 seeing the re-entry of Jobs who later in 1997 became the CEO, steering the firm to greater achievements. In 2011, Tim Cook took up Jobs’ roles after his resignation from being the Chief Executive so as to have ample time to concentrate on his deteriorating health, but died later in the same year. Cook has since steered forward the corporation in its operations. Analysis of Apple using Morgan’s Metaphors Apple as an organism Morgan (2006) uses this organism metaphor of organisations to describe their survival through varied environments. According to Black (2003), this metaphor makes humans to view organisations as living units or organisms which must adapt to the changing environment in order to survive. In this case, Apple Inc. considered as an organism would be pegged on its evolution through varied business environments over time. On its inception in 1976, the firm started as a company dealing purely in computers. With time and due to demand, the company

Internet Banking in India Essay Example for Free

Internet Banking in India Essay The banking sector in India has undergone a rapid transformation. Almost a decade ago this area was limited to nationalized banks and cooperative. Then came the multinational banks, but were these limited to serve small elite.  One could consider the past as the Middle Ages in the banking sector, in which each branch of the same bank acted as independent information silo and multichannel banking (ATMs, Net Banking, tele-banking, etc) was almost nonexistent. The main reason for this first transformation is due to improved methods developed encryption security and Internet. The second reason is that banks do not want to lose a potential market share for banks that are quick to offer their Internet services. The objective of this research is just comparing the modern era banking system with the old one. The evolution of modern banking technology began with the use of advanced machines shipping Ledger (ALPM) in the 1980s. The Reserve Bank of India, which is a central policy under which several public sector banks, financial institutions, NBFCs etc. working in India had advised then all banks to go massive computerization branch level. Two options were raised i. e. either to automate the front office or office. Many banks opted for ALPM office automation in the first phase. Banks as State Bank of India, a public sector commercial bank, focused on automating back office in branch level. The Rangarajan Committee 1985 report said the banks had to get computerized. The second wave of development called for Total Bank Automation (TBA) in late 1980. This automated both the front-end and back-end operations within the same branch. TBA compound total automation of a particular branch with its own database. In the third wave, the new private sector banks entered the field. These banks have opted for a different model of having one central database instead of having multiple databases for all branches. This was possible thanks to the availability of good network infrastructure. In the beginning of the 1990s, the cost of the leased line goes down. The DoT was expanding its capacity and new technologies were being implemented. Earlier, banks were unsure of directing the whole operation through a single data center. However, when a couple of private sector banks implemented efficiently, other banks began to show interest, and also began consolidating their databases in a single database [8]. Banks follow this movement by choosing appropriate application software that supports centralized operations. The fourth wave began with the evolution of ATM delivery channel. This was the first stage of training the client for their own transactions. The second stage was Suvidha experiment in the city of Bangalore in India. This showed the power of technology and how the scope can be increased at a rate unusually large. Seeing this, all banks began to renew their retail distribution channels. Their main focus became the number of customers they can service at a lower cost. The main channels are chains such as Internet banking and mobile banking. After this came alliances for payment through different gateways. The third major event happening now is the real time gross settlement system of the RBI. Once this is in place, transactions between banks can be done through the settlement system, online, electronically. So collections will become very fast. Within five years, most transactional services are provided by way of the Internet. Net-based banking takes only 10 percent of the operating costs of conventional banking practices and services. Because banks will play a key role in terms of public services related to electronic money transactions we feel that cooperative banks NET-Banking should consider in a big way. A cost comparison study by IBM Global Services Consulting Group clearly shows the advantage of using Internet for banking services through another Traditional media. The opening of the Indian banking sector to private players acted as a turning point for the transformation. De-regulation efforts led many financial institutions (such as HDFC and ICICI) and non-financial institutions entering the field of banking. With the entry of private players in retail banking and with multinationals focuses on individual consumers in a big way, the banking system experienced a change a phenomenal. Multi-channel banking gained importance. For the first time consumers have the option conducting transactions in either the traditional way (through the bank branch), through ATMs, by phone or through the network. Technology played a key role in providing this multi-platform service. Input private actors driven patterns combined with new nationalized banks forced to redefine their core banking strategy. And technology is central to this change. Internet Banking is the most effective means of banking. The bank customers changing relationships significantly, open standards replace property front ends, many-to-many substitution networks single line, links and traditional locking erosion, so that corporations enjoy lower switching costs. Corporations source worldwide and find the best cane. Corporate customers are free to disaggregate their corporate banking shopping, selecting the best genetics for every need, geographic and functionally, and the integrated use of front-end to manage the complexity of multiple vendors. Methodology: Let us now compare the IT journey of two of the leading banks of india i. e. Pnb and hdfc. Punjab National Bank Punjab National Bank (PNB), a public sector commercial bank, has come a long way since March 2000, when IT systems are deployed only 500-odd branches, and was very uneven. Only 35 percent of the bank business was computerized and a number of small software packages running on independent PCs. Now 2003, GNP had 101 branches in a WAN, deployed core banking infrastructure and network works 175 ATMs. It has also deployed a reliable security infrastructure that helps make transactions within its carefree branches. The journey does not end here, but along the way banks gathered valuable knowledge and experience. Some of the preconditions were that the RBI systems must be audited by an independent auditor, and an independent agency should carry authentic out penetration tests. The bank has already had their systems audited by an external agency, and penetration testing process is ongoing. In the process, GNP has developed the skills of its own staff to take charge of security on their own at a later stage. The bank also hire technically trained personnel to provide the necessary knowledge base. With the launch of Internet banking, the bank will also strengthen its security policies. A private sector bank had a centralized IP-based network right from its inception. All branches throughout the country converge at their respective location zonal center, which in turn connects to the data center Mumbai. Based on the nature of the entity and spoke network architecture, the branches are distributed in different regions and each position has an important regional center. Falling branches under a location connected to the hub in the main area. These hubs then connect to the central site (data center) using a combination of 2 Mbps tubes and 64 Kbps, depending on the total volume of transactions passing through. A highlight of HDFC Bank Network is the presence of two or more hubs in one place. Pre-Internet banking A security issue during the pre-Internet has more to do with the internal activities of a company. From the early days as technology solutions for banking applications mainframe, AS400 or Unix- had a lot of security built. Transactions that are directed from the branch to the main server is encrypted no individual passwords and many functions have two levels of authorization. Therefore safety banking largely integrated in the software or the application itself. Today banking in India is not limited to a branch. People have less time to devote to their banking and would like to make use of banking services through other channels. In a competitive market, where services offered command market share, banks are constantly competing for customers. Banking has become a process of choice and convenience. By offering different channels until banks have succeeded in divert their operations from one branch to other channels. The result has been a reduction in the cost per transaction at the branch. An average transaction costs about 100 rupees branch, at an ATM in question Rs. 0, and the Internet is around Rs. 20. But unfortunately a very small percentage of customers out not use the Internet Banking in India. This is due to factors such as low PC penetration, and penetration of Internet itself is low. At present only a few banks (eg HDFC, PNB, etc) have demonstrated the Internet initiative banking and have a strong advantage over other banks through a large number of customers still use ATMs. Typically 55 percent, on average, the operations of these banks are in the ATM, branch 30 percent, 8 percent Phone and 7 percent Internet. As with any new technology issue new face. There are a number of problems faced by these banks. One of the first problems is that of customer service. Banks need to create a whole new customer relations department to help customers. Banks need to ensure that customers receive help quickly if they need help. The major problems or disasters can destroy banks reputation quickly and easily. By showing the customer that the Internet is reliable they are able get the client can trust the online banking more and more. Besides these the first is the main concern of the laws. While Internet banking has no national or state borders, the law does. Companies will have to make sure you have the software in place that can detect when a law of a state to another is being violated. Security of course, is a big problem with banks. Along with security problems and manage cryptographic a bank also has to worry about becoming a far too cold for the customer. Some think the banks offering Internet banking services our increasingly cold and impersonal with customer. Despite the problems that exist however, are not as bad as you think. With encryption and security technology to improve in leaps and with banks and financial institutions are allowed to use 128-bit Internet banking is increasingly Code secure. The future of modern banking integration is, as people have less time for banking. My profile revealed that the banks that offer online banking services are rapidly becoming the choice of citizens in the urban areas. People want to process more transactions online. Soon there will be more activity in terms of applications and services on mobile. Geography is not an inhibitor more, since all can run on the network. Integration will become the next big thing in real. The customer will want a one-stop workshop that will take care of all your needs. For example people will want to buy their mutual funds, redeem his mutual funds, insurance policies buy, renew policies, and buy movie tickets, train tickets and numerous similar transactions through the bank. The ATM still serve as an effective means of dispensing, but the Internet and mobile will be very active. Banks that use the Internet banking have higher rates of return deposits and provide higher interest rates in general, and not have to deal with cashiers, branches, etc. and then in the times ahead and the actual Virtual banks will not dominate the future.

Customer Lifecyle Case Study: Toyota and HP

Customer Lifecyle Case Study: Toyota and HP Let us raise a question what is the main goal of a business company? What is the common aim of all its internal units? The answer did not change from the old times till nowadays its simply a profit or the rise of the wealth owned by its shareholders. But as the years went by, the business theories improved, and the ways to approach companys goals developed as well. During the years of experience smart entrepreneurs understood, that there is something behind seeking the profit, something more then numbers and rational decisions. That something turns out to be a companys relationship with customers. Customer relationship management is a concept that became very popular during the 1990s. It offered long term changes and benefits to businesses that chose to use it. The reason for this is because it allowed companies to interact with their customers on a whole new level. There are few different strategies of CRM. We are going to discuss more specifically about one the customer lifecycle. Customer lifecycle is the behavior of a customer with a company over the time. A high knowledge in this theory of CRM is a great tool for a company to reach its goals and surpass the competition. We have chosen this topic because we see a great importance of it in business life and it is very handy for us as business students to expand our knowledge in this specific subject. For grounding the theory and our ideas we have chosen two different companies HP and Toyota. HP is providing other enterprises with CRM decisions. We are going to disclose briefly the background of HP enterprice services as a company and talk a bit more specifically about their services and attitude about the importance of CRM and customer lifecycle. Toyota is a multinational automaker. We are going to present its CRM strategy and show their practical experience of following the customers lifecycle. Customer lifecycle and CRM theory As mentioned before, in this part we are going to briefly answer the question what is Customer Relationship Management, and talk more specifically about the Customer Lifecycle. What is Customer Relationship Management? In few steps we can assume that Customer Relationship Management is about finding new customers, collecting info about them along the way and using that info to enhance their experience and foster long-term relationships. The focus on the customer is the main characteristic of CRM and two are the most important questions that a Customer Relationship manager has to keep in mind: what are the customers needs? And do we offer programs/products in response to their needs? Customer relationship management is a widely-implemented strategy for managing a companys interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes (principally sales activities, marketing, customer service, and technical support). The overall goals are to find, attract, and win new clients, nurture and retain those the company already has and reduce the costs of marketing and client service. Customer Relationship Management designs t he company business strategy including customer -interface departments as well as other departments. CRM is a term that is often referred to marketing. However, there is no complete agreement upon a single definition. This is because CRM can be considered from a number of perspectives. In summary, the three perspectives are: Information Technology (IT) perspective Business Strategy perspective The Customer Life Cycle (CLC) perspective Whereas our topic is focused on Customer lifecycle, we are going to explain and go deeply inside only in the third perspective. Customer Life Cycle For a better explanation about the Customer Lifecycle, we want to introduce firstly the concept of a Product Life Cycle: PLC is the process of managing the entire lifecycle of a product from its conception, through design and manufacture, to service and disposal. Here is the general product lifecycle which normally follows these 5 steps: Research Development, Introduction, Growth, Maturity and Decline. The graphic (shown in illustration 1 below) shows how the sales change during the PLC. Ilustration 1. Product Life Cycle The PLC can also be divided in 5 stages which represent the kind of customers who makes use of the product during the lifecycle: innovators, early adopters, early majority, late majority and laggards. So what is a Customer Lifecycle? Just like a product of a certain company, a company itself has a lifecycle as well. It is simply the behavior of a customer with a company over the time. Customers begin a relationship with a company, and over the time, either decide to continue this relationship, or end it. The Customer Life Cycle (CLC) has obvious similarities with the Product Life Cycle (PLC). However, CLC focuses upon the creation of and delivery of lifetime value to the customer (looking at the products or services that customers need throughout their lives). It is marketing orientated rather than product orientated, and embodies the marketing concept. Essentially, CLC is a summary of the key stages in a customers relationship within an organization. The problem is that every organization offer different product, which makes it impossible to draw out a single Life Cycle that is the same for every organization. The illustration below shows the course of the relationship between customer and supplier: Ilustration 2 Due to the graph, there are four phases in a customer lifecycle: exploration, growth, saturation and decline. During the Exploration phase the customer starts to see the promises made during communication for the first time; the level of satisfaction is relatively low, the customer have no experience about the products and the services offered by the supplier and the switching costs are still low in this stage. During the Growth phase there usually is a sharp rise in purchases; the customer now knows the advantages offered by the supplier, satisfactions with goods and services increase; the supplier is examined more for its performance than for its reputation or image. The Saturation phase is characterized by the highest number of purchases and the highest degree of commitment (function of satisfaction, attractiveness and switching costs); the relation has taken shape. Satisfaction is still increasing in all the aspects and so do the trust. The appeal of the relationship improves and the switching costs increase slightly. The Decline phase starts as soon as the number of transactions starts to drop; This phase can occur at any time (even after the exploration phase); the most common reason is the reduction in the need for the products and services provide by the suppliers. At any point in this Lifecycle, the customer is either becoming more or less likely to continue maintaining a relationship with a company, and demonstrates this likelihood through their interactions with you. If a company collects data from these interactions, it can use this data to predict where the customer is in his Lifecycle (is the customer becoming more or less likely to maintain a relationship?) If a company can predict where the customers are in the Lifecycle, it can maximize ones Return on Investment (ROI) by targeting customers most likely to buy, trying to save customers who have declining interest, and not wasting money on customers unlikely to continue relationship. Toyota Case Toyota Motors Corporation, commonly known simply as Toyota, is a multinational automaker headquartered in Toyota City, Japan. The company founded by Kiichiro Toyoda in 1937 has snatched the title of worlds largest automaker from General Motors in 2008 for the first time in 77 years. TMC workforce around the world is about 320.590 people (total in affiliated companies in 2009). Toyota is also known by has revolutionized the automotive production with the Just-in-Time system, the quality of its products and the healthy relationship with the stakeholders. These aspects have made Toyota a reference within the automotive manufacturing environment and its personal approach over the customers during the last years seems keeping Toyotas brand in the spotlight of the automotive business. A huge part of the success of Toyota is credited by the obsession with its customers. Beyond the manufacturing strategy it is needed to take care about the non-manufacturing environment. Everything Toyota does is done with customers in mind and it is clear to all staff that totally satisfied customers are the source of good results. It made TMC develop the Lean CRM in response to the growing volume of customer information collected at the many touch-points during the customer lifecycle. The Lean CRM allows Toyota to sense changes in individual customers behaviour, following their current lifecycle status and responding in a way to increases customer satisfaction. It has enabled Toyota to predict what customer wants even before the customer knows he wants it, to sell significantly more vehicles, with a shorter trade cycle and higher repurchase rate (over 60%), at significantly lower costs. CUSTOMER PULL By knowing how often a typical customer use to replace his vehicle, Toyotas process guides how different touch-points over customer lifecycle are delivered and how employees should respond to customer-initiated touch-points and deliver Toyota-initiated ones. The process starts when the customer is thinking about buying a new vehicle. It is a job to the marketing department to guide these prospective buyers to the Toyota website and gather as much information as possible. The process of requesting information is an example of customer pull, where the company responds directly to the customer. It is the first contact at which the customer becomes known to Toyota, and it triggers a check to see if Toyota already knows the customer. The gathered data about the customer provides information to manage how future touch-points to that customer will be delivered. TOYOTA PUSH What Toyota already knows about the prospective customer will determine how Toyota communicates with that customer. Vehicle information which is sent out is tailored to the prospective customers known preferences. Toyota may even offer a customized deal or pre-approved credit to the prospective customer. Where the prospective customer is not previously known, Lean CRM uses statistical models and data analysis to determine which models are likely to be most appealing to each prospective customer, as well as the type of information each person is likely to value. At the moment the customer buys a new Toyota vehicle and enters the ownership lifecycle, Toyota keep trying to sense customer to pull and maintain a conversation with the company along the years. At this way, it is possible to offer the right product at the right moment to the customers. It is this combination of pull and push that guides each customer step by step during the customer lifecycle and toward the customers next purchase. It is the backbone of the lifetime conversation between the customer and Toyota. CUSTOMER DNA Just as a real DNA influences how an individual behave in determined environment, Customer DNA influences how each touch-point between Toyota and the customer is carried out. It defines the relationship that Toyota and its customers will hold along the years and how each touch-point will be faced. The touch-point trigger, the touch-point delivery process, previous or subsequent touch-points, the roles and responsibilities involved and the business rules that control how the touch-point is executed are all contained within the touch-point definition. The best way to execute the touch-points which depends of persons Customer DNA is assigned as soon as the customer is identified. Using the Unica Affiniun Campaign Management System (CMS) is possible to Toyota to manage the variability of customers, the distinct touch-points and their implementation. This process automatically reviews the data about each customer and decides whether a touch-point should be trigged. If more than one touch-point is appropriate at the same time, it also decides which one has priority and what should happen to the other. Similarly, if the customer requests information about a new model, the request will automatically trigger a review process to identify the best touch-point and which touch-points should be triggered as a follow-up. INCREASING SALES AND FREQUENCY, AT LOWER COST This Lean CRM approach has been developed in close cooperation with one of Toyotas European sales companies and its dealers and has been piloted in touch-points during the customer lifecycle. Comparing a recent before and after marketing campaign it is found a 70 percent reduction of non-target customers being mailed, an 80 percent reduction in campaign costs, a 50 percent reduction in campaign development time and a 60 percent increase in campaign ROI. In other words, the Lean CRM approach has enabled Toyota to sell significantly more vehicles, with a shorter trade cycle and a higher repurchase rate, at significantly lower cost. This strategy of approaching the customer according his lifecycle will contribute between $5 million and $10 million (in U.S. dollars) of additional revenues each year to the sales company. And also, Toyota has shown clearly that Lean CRM really provides benefits for customers and for itself despite the doubts about the functionality of lean principles developed in manufacturing to sales and marketing. As it was said in the beginning, Toyota knows that its success depend of total customer satisfaction and staff does not save efforts to reach this goal.Formularbeginn HP Enterprise Services Nowadays more and more successful companies are trying to implement CRM strategies in order to build the customer loyalty. In order to improve your companies CRM strategy you can use the services of certain enterprise service companies, such as HP enterprice service. We are going to disclose briefly the background of HP enterprice services as a company and talk more specifically about their services for enterprices. HP Enterprise Services (HP ES) is the global business and technology services division of Hewlett Packards HP Enterprise Business strategic business unit. It provides enterprices with CRM solutions, which help to support the customers through the entire customer life cycle. It was formed by the combination of HPs legacy services consulting business and the integration of acquired Electronic Data Systems, which had defined the outsourcing business when it was established in 1962 by H. Ross Perot. As the saying goes, all customers are not created equal. Some are no doubt more valuable than others and represent a reliable source of profitable revenue, while others do not justify the cost of attracting or retaining them. And then there are all those other diverse segments of customers somewhere in the middle. As HP ES states, a company must address the unique needs and preferences of all members of these customer segments as they proceed through the different stages of the customer life cycle. Each company is therefore challenged to strike a delicate balance in running its business: minimize the cost of attracting, retaining and rewarding their best customers and maximize the customer experience from Marketing through Sales to Customer Service to create loyal and satisfied patrons and advocates. Companies who achieve this balance are rewarded with profitable growth and increased market share. For those who struggle with this, HP Customer Relationship Management (CRM) Services provides a proven approach to catch and surpass the competition. As shown in a picture below, the customers progress through the steps of this life cycle (inner blue) as they engage with a company through the various interaction channels they choose (gray). Successful companies support each life cycle step with reciprocating front office functions (green) to optimize the customer experience. Ilustration 3 For over 30 years, HP ES has been successfully designing and delivering to clients around the world CRM solutions ranging from customer-facing operations management, contact center technology management, and global fulfillment and logistics. The companys solutions are based on this comprehensive suite of offerings: 1. Contact Center Outsourcing Services Contact Center Outsourcing Services is a tool which provides you to reached outcomes such as growth, cost reduction, improved customer retention, and mitigated risk. Ilustration 4 HP has more than 30 years of Contact center experience which supports entire customer life cycle. HP Contact Center Outsourcing Services ensures the management and operation of your outbound and inbound contact centers handling high value, complex customer interactions. Whether embedded in an industry-specific solution or standalone, companys contact center services support customers with multiple channels for voice and non-voice interactions throughout the entire customer life cycle from marketing to sales to service. 2. CRM Managed Services CRM Managed Services is a universal hosted and managed contact center infrastructure service that enables clients to virtualize their telephony and contact center technologies and springboard off end-of-life and disparate systems environments to a state of the art, world class, stable and secure platform. 3. Consumer Direct Services Consumer Direct Services is a tool with which you can provide an end-to-end solution that facilitates the flow of information from order to delivery. The HP Company uses this tool for trying to keep it customer. Hewlett-Packard Company captures customer intelligence, handles sales and service inquiries, works with sales requests and warehouses, and distributes products for direct-to-consumer companies around the globe. It is also possible that company integrates online, catalog, direct media and other channels a seamless environment to give you a single view of your customers. Plus, no matter where you go or how fast you move, HP has the scale to grow with you. 4. Software Publishing Services Software Publishing Services offers a complete business processing solution for logistics of software publishing and distribution. As it is mentioned before, HP has about 30 years of experience in delivering full product lifecycle management services, so it offers the most state-of-the-art solutions in the software publishing industry today. The company provides a fully integrated solution that includes end-to-end order processing and fulfillment from service delivery centers. HP also operates contact centers, distribution centers, payment centers and technology centers on a global basis. Key Features of HP Software Publishing Services include: Software kit replication and fulfillment (CDs, documentation and licenses) Physical software kit fulfillment and electronic software distribution (ESD) services Training materials/kit printing and fulfillment Documentation printing and fulfillment (marketing collateral printing and fulfillment) Physical fulfillment Global facilities Kitting Strong inventory management/controls Electronic fulfillment 5. Warranty Services Warranty Services provides a comprehensive, Web-based solution for reliable, real-time warranty claims management. HP services include claim processing, extended warranty management, parts order and tracking, service effectiveness reporting, swap stock management, and RMA creation and tracking. HP CRM offerings address your critical customer-related business outcomes. Moreover, by exploiting the synergies of HPs customer analytics services, you can refine your customer segmentation schemes and use predictive analytics to fine tune marketing campaigns and cross-sell promotions and offers to the most receptive customers. These powerful CRM solutions enable you to: Refocus critical and scare resources away from tactical operations issues and toward more strategic business opportunities Increase revenues and accelerate growth through improved cross- and up-selling based on optimized segmentation and personalized treatment Improve customer satisfaction, retention and share of wallet Enhance brand recognition and equity Reduce operational costs and capital avoidance Scale your business up or down to meet fluctuating business demands Better manage end-of-life or disparate contact center technology environments supporting in-house and/or multiple outsource providers. Conclusion Nowadays modern and successful companies are able to see beyond simple ways of seeking the profit and be creative in building a relationship with its customers. As one can see from the Toyota case, which we took as an example, this way of thinking and focusing on customer relationship management is a beneficial method for building a clever strategy. Following the customers lifecycle has become more and more handy tool of CRM. If a company can predict where the customers are in the Lifecycle, it can maximize ones Return on Investment (ROI) and rise the profit. We mentioned the HP services to show, that CRM can be provided as a service and we have been basically grounding the theory with the case of Toyota, which is following the customer lifecycle very carefully and gaining success. During the process of working on this report we raised ourselves a goal, which was to expand our knowledge in a very interesting and handy topic. Successfully, at the end we can say we truly reached our goal with a help of literature research, productive work, and good team. Literature http://www.toyota.com/ http://www.toyota-global.com http://www.customerthink.com/article/lean_crm_toyota_strategy_that_works http://www.helium.com/items/1869467-a-look-at-toyotas-customer-retention-strategies http://www.washingtonpost.com/wp-dyn/content/article/2009/01/21/AR2009012101216.html http://h10134.www1.hp.com/services/contactcenteroutsourcing/ http://www.jimnovo.com/CRM-Lifecycles.htm http://marketingteacher.com/lesson-store/lesson-customer-life-cycle.html Customer Relationship Management, Ed Peelen, Prentice Hall, 2005

Defining Race, Gender, Class Lens :: Race Gender Social Class

What is the Race, Gender, Class Lens? Race, gender and class shape the experience of all people. This fact has been widely documented in research and, to some extent, is commonly understood. New studies interpret race, gender, class as interlocking categories of experience that affect all aspects of life; thus they simultaneously structure the experiences of all people in society. At any moment, race, class or gender may feel more salient or meaningful in a given persons life, but they are overlapping and cumulative on their effect on people's experiences. Because of their simultaneity in people's lives we advocate using the approach of a "matrix of domination" to analyze race, class, and gender as different but interrelated axes of social structure. A matrix of domination posits multiple, interlocking levels of domination that stem from the societal configuration of race, class,and gender relations. This structural pattern affects individual consciousness, group interaction, and group access to institutional power and privileges (Collins 1990). Race, Gender, Class analysis invites us to distinguish between "thinking comparatively" and "thinking relationally." People think comparatively when they learn about experiences other than their own and begin comparing and contrasting the experiences of different groups. This is a step beyond centering one's own thinking on a single group (typically one's own), but is nonetheless limited. Relational thinking involves seeing the interrelationships among diverse group experiences. When you think relationally, you see the social structures that simultaneously generate unique group histories and link them together in society. This does not mean that one group's experiences is the same as another's, although finding commonalities is an important step toward more inclusive thinking. In thinking relationally, you untangle the workings of social systems that shape the experiences of different people and groups, and you move beyond just comparing(for example) gender oppression with race oppression, or the oppression of gays and lesbians with that of racial groups. Defining Race, Gender, Class Lens :: Race Gender Social Class What is the Race, Gender, Class Lens? Race, gender and class shape the experience of all people. This fact has been widely documented in research and, to some extent, is commonly understood. New studies interpret race, gender, class as interlocking categories of experience that affect all aspects of life; thus they simultaneously structure the experiences of all people in society. At any moment, race, class or gender may feel more salient or meaningful in a given persons life, but they are overlapping and cumulative on their effect on people's experiences. Because of their simultaneity in people's lives we advocate using the approach of a "matrix of domination" to analyze race, class, and gender as different but interrelated axes of social structure. A matrix of domination posits multiple, interlocking levels of domination that stem from the societal configuration of race, class,and gender relations. This structural pattern affects individual consciousness, group interaction, and group access to institutional power and privileges (Collins 1990). Race, Gender, Class analysis invites us to distinguish between "thinking comparatively" and "thinking relationally." People think comparatively when they learn about experiences other than their own and begin comparing and contrasting the experiences of different groups. This is a step beyond centering one's own thinking on a single group (typically one's own), but is nonetheless limited. Relational thinking involves seeing the interrelationships among diverse group experiences. When you think relationally, you see the social structures that simultaneously generate unique group histories and link them together in society. This does not mean that one group's experiences is the same as another's, although finding commonalities is an important step toward more inclusive thinking. In thinking relationally, you untangle the workings of social systems that shape the experiences of different people and groups, and you move beyond just comparing(for example) gender oppression with race oppression, or the oppression of gays and lesbians with that of racial groups.

Review Literary Terms, Eng 125 Essay

Imagination is the power to create. It is the key component to literature. Without imagination, there won’t be an interesting story, I believe. Imagination is not only important to the writer, it helps the reader broaden their interpretation of the story. â€Å"When you allow reading to unlock your imagination, your connection sets the stage for intellectual engagement. It allows the experience of reading literature to include the pursuit of ideas and knowledge. † (Clugston, R. W 2010). With imagination comes genre. Choosing what category or type of literature. It can be a short story, poem, or drama. â€Å"It can be used to make broad distinctions or to identify specific categories within a broad category. The short story and the novel, for example, are specific literary genres within the broad category of fiction. â€Å"(Clugston, R. W. 2010). I think another very important component to literature is the tone. Setting the tone will let the reader know what attitude the literary work is going. For example, â€Å"the final lines in Updike’s poem create an initial feeling of sympathy, which is likely to become empathy if the reader reflects on the dog’s predicament in not being able to communicate its final struggle. † (Clugston, R. W 2010). Tone is followed by image. Image represents the experience that go through your senses, the idea. Writers use specific language to describe the imagery. Again, in Frost’s and Updike’s poems about the dog, â€Å"In Frost’s image of an old dog there’s an initial feeling of sadness, but if the reader reflects on what the poem has to say about the inevitable life cycle that both the dog and the speaker face, sadness is likely to fade somewhat into acceptance. † Reference Clugston, R. W. (2010). Journey into literature. San Diego, California: Bridgepoint Education, Inc.

The Affects WWII had on America essays

The Affects WWII had on America essays World War II had an immeasurable affect on the United States; socially, culturally, politically and economically. The post-war era possessed many significant changes in the lives of Americans. Even to this day, it contributes to our daily lives. Women played a great role during this era, socially and culturally. Their wartime duty to produce the goods needed for victory was replaced with their postwar obligation to withdraw from the labor force and attend to their homes and subject there husbands to the jobs they were performing. Although, this was a negative anticipation at the time and made women view government cynically, but gave them a chance to prove their worth and rights. Making history and changing every woman after her time. These affects of the war also caused massive migration of families into urban industrial centers. Created tremendous instability in the home life and personal lives, teen dropouts and child deliquesce. The divorce rate also tripled when soldiers came back home (1946). Daily habits and even values of ordinary people changed as the economy became more service-oriented and the opportunity to buy a host of new products intensified the growth of culture based consumption. The television itself developed major changes. Money became a much larger force in politics than ever before, because candidates needed to raise huge sums for expensive TV spots. Television was a major component to communication for the Americans. In America, many minorities found themselves part of the civil rights movement, African Americans conducted the most dramatic challenge to the status que of the post war era, as they sought to break the chains that had replaced the literal bonds of slavery. African Americans played an extraordinary role socially and culturally in the post-war era. It changed many perceptions and aspects of their lives to be. African American soldiers and civilians alike resolved that the return to ...