significant interest from both academicians and practitioners‚ customer relationship management (CRM) remains a huge investment with little measured payback. Intuition suggests that increased management of customer relationships should improve business performance‚ but this intuition has only inconsistent empirical or real world support. To remedy this situation‚ this study identifies a core group of expected CRM benefits and examines their ability to increase a firm ’s value equity‚ brand equity and
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HILTON HOTELS CASE Business Context/Key Business Drivers Hilton Hotels is one the biggest lodging company worldwide and has been recently acquired by Blackstone Group. In 2007 Hilton’s portfolio characteristics are: • close to 3‚000 hotels between all its brands; • Properties can be: a) directly owned; b) managed; c) franchised. The latter is the most common solution; • covers almost the possible spectrum of lodging. The IT function is considered part of the core business and the
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The aim of the failures method Introduction: The aim of the Failures Method is to investigate some identified failure to learn what aspects of the situation may have led to the failure occurring. The investigation consists of comparing “ideal” models against the real-life failure situation. This comparison is expected to reveal discrepancies between the two‚ highlighting areas of concern. These discrepancies can then be interpreted in relation to the failure situation and conclusions can be drawn
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partnering with selective customers to create superior value for the company and the customer. Importance of CRM • • • • Growing de-intermediation process Growth of the services economy Emergence of TQM/ JIT/ MRP/ ERP Advent of digital technology/ complex products/ solution selling • Hyper competition • Changing customer expectation • Globalisation – global account management CRM Process CRM Formation • Purpose – Improve marketing effectiveness – Improve marketing efficiency • Programs – Continuity
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Dell Corporation Case Study I. Introduction Started by Michael Dell‚ Dell Computer Corporation is one of the world’s leading direct marketers of personal computer systems. Dell Computer Corporation designs‚ manufactures‚ markets‚ services‚ and supports a wide range of computer systems‚ including desktop personal computers‚ notebook computers‚ and network servers. In addition‚ it also markets peripheral computer hardware and software‚ as well as service and support programs. The success of Dell
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Failure Analysis at DMRC On July 12th 2009 a metro bridge that was under construction collapsed due to negligence by an office in-charge of the Badarpur Metro line. The failure of the bridge killed 6 and injured another 15 when the pier cap sheared from the connecting pillars. The Delhi Metro Rail Corporation took major heat from this incident because the roadway was a major milestone of providing a reliable and easy mean of transportation to the capitol of India. The DMRC is considered the most
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The author here cites this case as a support to influence the importance of customer relationship management’s study in the present market scenario. Due to the facts of big bucks investment in this field while implementing CRM the case shows that it is becoming a rather de-motivating strategy for the companies to invest huge amounts of money in things that doesn’t seem successful‚ analyzing the past records. Customer relationship management is an approach to managing a company’s interactions with
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I Situation Analysis Industry Whirlpool Corporation is a worldwide manufacturer and marketer of home appliances. It manufactures and markets mainly appliances and appliance-related products‚ primarily for home use. The Company has manufacturing plants in 13 countries‚ and is also an owner of eleven brand names. Whirlpool sends its products to distributors and retailers in more than 170 countries. Its principal products are laundry appliances‚ refrigerators and freezers‚ cooking appliances‚ dishwashers
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SUNY EMPIRE STATE COLLEGE MBA Program Strategy and Tactics in Project Management Case Study - Goshe Corporation I’ve called this meeting to try to find out why we’re having a difficult time upgrading our EDP [Electronic Data Processing] Department to an MIS [Management Information Systems] Division‚” remarked Herb Banyon‚ executive vice president of Goshe Corporation. Last year we decided to give the EDP Department a chance to show that it could contribute to corporate profits by removing the department
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that you already know what to do about it. For Kimwa Corporation‚ Daft (2010) each employee and executive in the corporation has the mentality of straight forward thinking because they are being taught on how to make programmed decisions. Your decisions are clear that you could present a visual presentation to your presentation and many more techniques to make the presentation interesting and smart at the same time (p.213). The possibility of failure in this situation is unsure because of the decisions
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