Customer Relationship Management: A People‚ Process‚ and Technology Approach William Wagner and Michael Zubey Chapter 5: Managing a CRM Implementation Customer Relationship Management Reserved Copyright 2007 Thomson Publishing: All Rights Wagner & Zubey Copyright (c) 2006 Prentice-Hall. All rights reserved. 1 Learning Objectives Describe the risks associated with implementing CRM applications Discuss the process of choosing from among various CRM alternatives and vendors Divide a CRM
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“Worlds most ethical company” Reporting Framework • G3 Guidelines • 10 principles but focused on sustainability‚ completeness‚ balance • Sustainability covers triple bottom line • Kellogg’s passes seven with flying colors • Sparse quantitative analysis • Excellent reporting on labor performance indicators • Biodiversity and ethics in the news omitted Marketplace Strengths • • • • • • Tailor products to consumer needs in each global region Reduced sodium by up to 30% in its brand portfolio
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reactions to accounting disclosures how the results of behavioural research can form the basis for developing ways to more efficiently use accounting-related data the limitations of behavioural research Copyright 2009 McGraw-Hill Australia Pty Ltd PPTs t/a Deegan‚ Financial Accounting Theory 3e 11-2 Introduction to behavioural research • Behavioural research examines how individuals react to various accounting disclosures • Grounded in behavioural decision theory • Goal is to describe actual
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Strengths: SWOT ANALYSIS • Cost advantages help to beat competition • Loyal customers • Strong brand name‚ because it sells civil‚ military aircrafts to all across the world • Raw materials are abundant locally • Low manufacturing cost center in brazil • The company has built a strong brand positioning by establishing plants and maintenance centers in china‚ Portugal‚ France and united states • Strong sales growth for corporate jets • Well-built financial growth • The supply chain network gives
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Tata Steel Limited Tata Iron and Steel Company Limited‚ abbreviated as TISCO is an Indian multinational steel-making company headquartered in Mumbai and a subsidiary of the Tata Group. Its marketing headquarter is located at Tata Centre in Kolkata‚ West Bengal. It is the twelfth-largest steel producing company in the world Tata Steel is a multinational corporation with operations in numerous countries. Its largest plant is located in Jamshedpur‚ Jharkhand. Price Pricing Strategy: A pricing strategy
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prices in a small-box format ● Focused assortment of goods ● Nationally branded products ● Compete on convenience and price ● Many $1 items‚ others up to $10 or $15 o Dollar General‚ Family Dollar 6 3 3/12/15 Extreme-Value Retail: Porter’s Analysis Threat of Potential Entrants: High ● Low barriers to entry Bargaining Power of Suppliers: Medium ● Suppliers sell to many merchants Rivalry Between Competitors: Medium ● Dollar General ● Family Dollar ● Dollar Tree* ● Wal-Mart* Bargaining
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Strategic Audit of Harley-Davidson Case 16 Strategic Management MGMT 436 Group 5 Current Situation (Jw Hayes) A. Current Performance 2008 Revenue 2008 $5.59 billion down from $5.73 billion in 2007 Net Income $654.7 million down from $933.8 million in 2007 Earnings per stock share $2.70 down from $3.74 in 2007 Motorcycles sold 303‚470 down from 330‚619 in 2007 http://investor.harley-davidson.com/ReleaseDetail.cfm?ReleaseID=360949 B. Strategic Posture Mission We ride
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take holidays You’re taxed as a single person The life of the business is limited. Question 2 What does PESTLE entails and its involvement in business. PESTLE stands for - Political‚ Economic‚ Sociological‚ Technological‚ Legal‚ and Environmental. The term PESTLE has been used regularly in the last decade or so and its true history is difficult to establish. PESTLE analysis is in effect an audit of an organisation’s environmental influences with the purpose of using this information
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A ROSE FOR EMILY: EPISODE V Fazonela‚ Morata‚ Sison SETTING‚ TONE‚ MOOD‚ ATMOSPHERE • Post civil war-era America • Either Jefferson‚ TX (par 55. – “..some in their brushed Confederate uniforms..”) • House was like a monument (Change of setting) • Townspeople wanted to take a look inside (curiosity) • Mood: Thriller – Tone: Suspenseful • Previous episodes • Foul smelling incident • Negro was only allowed to enter and exit • Locked up room (Setting 2) • Atmosphere: dusty‚ uninhabited‚ dirty‚
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Contents Topic Page No. Introduction --------------------------------------------------------------------- 03 Products And Services -------------------------------------------------------- 03 History ---------------------------------------------------------------------------- 03 Competitors --------------------------------------------------------------------- 04 Profit and Loss Account
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