2012 What is Customer Relationship Management? “CRM is the core business strategy that integrates internal processes and functions‚ and external networks‚ to create and deliver value to targeted customers at a profit. It is grounded on high quality customer related data and enabled by information technology.” Type of CRM Strategic ! Dominant characteristic Strategic CRM is a core customer-centric business strategy that aims at winning and keeping profitable customers. Operational
Premium Customer relationship management
Organizational Change Organizational Change If you are a business leader today there is one thing that constantly runs through your mind‚ “How can we continue to succeed and grow.” In today’s society it has become harder and harder to accomplish such a task. The world is ever changing and it does so in a pace that is far more rapid than that of 20 years ago. Business leaders know that change is inevitable‚ but where the problem lies is how to manage the change in a way that will allow for continued
Premium Change management Communication Design
Organizational Behavioral Forces There are many forces that dictate the organizational behavior within an organization. The organizational behavior will tend to shift based upon the different demands both internally and externally. Internal and external factors have an equal importance within organizations and will have different effects and outcomes on an organization. In this paper we will compare four very different organizations and demonstrate the effect four factors have on the organizational
Premium Management Boeing Organization
CHAPTER 1: ORGANIZATIONS AND ORGANIZATIONAL EFFECTIVENESS LEARNING OBJECTIVES 1. Explain why organizations exist and the purposes they serve. 2. Describe the relationship between organizational theory and organizational design and change‚ and differentiate between organizational structure and culture. 3. Understand how managers can utilize the principles of organizational theory to design and change their organizations to increase organizational effectiveness. 4. Identify the three principal
Premium Organization Management Organizational studies
Gabriel Vazquez Soc 101 Intro Sociology Bonus Essays 12/7/2012 Introduction The structural- functional theory is a framework for building theory that sees society as a complex system whose parts work together to promote solidarity and stability. As the name suggest it deals with the social structure and function. Social structure is any relatively stable pattern of social behavior. Social Function is the consequences of a social pattern for the operation of society as a whole. While conflict
Premium Sociology Structure Organization
Internal customer essay The internal customer is not new‚ nor is it a purely public sector concept. The idea was first used almost forty years ago to describe different forms of administrative relationships within the private sector (Sayles‚ 1964). It stemmed from an understanding that in any organisation all staff are both the providers and receivers of services and‚ critically‚ if poor internal service exists‚ then the final service to the external customer will be diminished. The quality
Premium Customer service Communication Human resource management
of Technology Management‚ Vol Thiagarajan‚ T. (1995)‚ ``An empirical study of total quality management (TQM) in Malaysia: a proposed framework and generic application’’‚ unpublished PhD Thesis‚ University of Yin‚ R.K. (1994)‚ Case Study Research: Design and Methods‚ 2nd ed.‚ Sage Publications‚ London. Yusof‚ S.M. (2000)‚ ``Development of a framework for TQM implementation in small businesses’’‚ unpublished PhD Thesis‚ University of Birmingham‚ Birmingham. Yusof‚ S.M. and Aspinwall‚ E. (2000a)‚ ``Total
Premium Quality management ISO 9000 Quality assurance
Lesson Two DESIGN Process design Process design Supply network design Layout and flow Process technology Job design Operations strategy Operations management Design Improvement Product/service design Planning and control Nature and purpose of the design activity Products‚ services and the processes which produce them all have to be designed Decisions taken during the design of a product or service will have an impact on the decisions taken during the design of the process
Premium Supply chain management Management
Customer Service at Datatronics Datatronics is an organization that serves their customers with Enterprise Resource Planning integrated solutions. Their growth is mainly attributed to acquisitions of smaller competitors. E-Z RP was such a company that despite its inferior size compared to Datatronics was able to succeed and outperform Datatronics on grounds of customer service and customer satisfaction. Datatronics recognized the fact and acquired E-Z RP with the aim to improve in that respective
Premium Customer service
Question 1 What is attribution theory? What are three determinants of attribution? What are its implications for explaining organizational behaviour? Attribution theory A theory that explains how individuals pinpoint the causes of their own behaviour and that of others. People will believe others actions to be caused by internal or external factors based on three types of information: Distinctiveness‚ Consensus and Consistency. The attributions may not always accurate. For example‚ an executive
Premium Motivation Maslow's hierarchy of needs