Maria Lucia Rodriguez PANTHER ID 3579558 Lucent Technologies Case 1- ROE decomposition 1998‚1999 AND 2000. What factors contributed to the differences in Lucent’s performance between those quarters? ROE Period NET INCOME X SALES X TOTAL ASSETS SALES TOTAL ASSETS COMMON EQUITY EQUITY MULTIPLIER ROE Dec-99 1175 0.12 9905 0.26 38684 2.41 9905 38684 16079 Sep-99 972 0.09 10575 0.27 38735 2.84 10575 38735 13622 Jun-99 829 0.09 9315 0.25 37156 3.00
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The MCI’s source of funds has been emission of stocks. Common stocks as IPO of 6M shares and $27.070.000‚00. An issue of 9.600.000‚00 common stock 5 years warrant attached. What have been MCI sources of funds in the past (1972-1983)? What’s your opinion? Around 1972 MCI issued equity and later on time when the company started going well they issued debentures and convertible debentures. The main raison to do that is because equity cost use to be higher. First of all they issued debentures
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Detailed explanation of the principles of customer service Principles of good customer service is very important to give excellent customer service and to make the customer want to return the importance of customer service is to ensure the needs and wants of customers are met by the organisation‚ meeting customer expectations and ensuring satisfaction. Customer service aims to provide support and the best experience to a customer through actions that are taken by the seller. This includes actions
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Moment of Truth Aldo is the object that we chose to observe and study their customer service quality. Aldo is a private corporation that owns and operates a worldwide chain of shoe and accessory stores. Based on our observations‚ we felt dissatisfied through its customer service for the following reasons: 1. POOR GREETING. The staffs are not greeted the customers immediately. Although they are busy with others‚ they still can give a smile and quick greeting‚ and tell them they will be attended
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Introduction The following text is a review on the Harvard Business Review Have you restructured for global success? By Kumar‚ N. and P. Puranam‚ published in 2011. The article focuses on the importance of structural changes that occur or have to be implemented‚ when multinational companies enter emerging markets‚ such as China and India‚ in order to operate successfully and exploit these markets to their full potential. The authors name several examples of what challenges companies faced and
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1. How else can Nordstrom continues to provide exceptional customer service and increase brand loyalty? Many retail stores strive to deliver great customer services to its consumer. No other store has been known recognized for it’s above and beyond services like Nordstrom. Nordstrom is the epitome of what customer services should be and has been for many years. Their customer services acknowledgements and supreme employee benefit incentives has landed them on the Fortune Magazine list of 100
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Research/Analysis Paper: Starbucks In 1971 Starbucks was founded on a love for coffee. Three businessmen‚ Gordon Bowker‚ Jerry Baldwin‚ and Zev Siegl‚ had a desire to share that love with Seattle by opening a small coffee shop known as Starbucks Coffee‚ Tea & Spice. Ten years later Starbucks had grown to four retail stores located throughout the Seattle area. Whole bean coffee was sold at all four locations. Upon reaching 100 stores in 1992 the company went public. Starbucks grew at an exponential
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Goals & Objectives‚ Customer Analysis‚ and Target Market & Positioning Nan Zhang‚ Thai Tran‚ Hollyann Joyner I. Marketing Goals and Objectives A. Have largest market share in US coffee Industry Objective 1: opening 3000+ net new stores in America by 2017 Starbucks will open more than 3000 stores in 48 states in US depends on population density. High population area like New York and Washington should open more than other states. And US is the largest market for Starbucks‚ and it’s brand name
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Minitex CRM stands for Customer Relationship Management. It is a strategy used to learn more about customers ’ needs and behaviors in order to develop stronger relationships with them. It plays an important role in understanding customer’s needs by gathering the information about the customers that helps in marketing and selling the company’s products. With an effective Customer Relationship Management strategy‚ an organization can increase revenues by providing better services and selling products
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THIRTEEN CUSTOMER SERVICE FACTS BY: Michael A. Aun‚ CSP‚ CPAE Speaker Hall of Fame Reference - http://www.nsacentralflorida.com/Articles/Thirteencsfacts.pdf Thirteen Customer Service Facts. Fact Number One Dissatisfied customers tell an average of ten other people about their bad experience. Twelve percent tell up to twenty people. In very simple terms‚ bad news spreads rather quickly. Don’t think for a moment that your poor performance in servicing your client goes unnoticed. Not only
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