Customer Relationship Management: A Framework‚ Research Directions‚ and the Future Russell S. Winer Haas School of Business University of California at Berkeley April 2001 Introduction The essence of the information technology revolution and‚ in particular‚ the World Wide Web is the opportunity to build better relationships with customers than has been previously possible in the offline world. By combining the abilities to respond directly to customer requests and to provide the customer
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Freeport Indonesia 1. Please analyze the situations that are faces by Freeport Indonesia using Situation Analysis (SA) approach. 2. One of the situations faced by Freeport Indonesia was tailings deposition. Golder Associates‚ an international engineering-consulting firm‚ were engaged by Freeport Indonesia to study this problem. Eight possible options to solve tailings deposition problem were provided (see Exhibit 7)‚ then Freeport Indonesia were given recommendation to select Option 3. a. If you
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Mercedes Oliva HW 2 1. What was Nick Leeson’s strategy to earn trading profits on derivatives? Nick Leeson’s strategy to earn trading profits on derivatives was to trade futures on the Nikkei 225 stock index and the Japanese government bonds. This strategy would have either provided huge gains or huge losses. This went completely against what Barings was expecting him to do. He opened a secret trading account to avoid being caught. 2. What went wrong that caused his strategy to
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People often said attitudes do predict behaviour and I agree with it‚ but attitudes only predict behavior in some way but not all the way. According to Hogg and Vaughan (2011)‚ attitude is a relatively enduring organisation of feelings‚ beliefs and behavioural towards socially significant objects‚ groups‚ symbols or events. It can be also define as a general feeling or evaluation (positive or negative) about some person‚ object or issue. Attitudes can be form in four different ways which are mere
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Vonnegut starts off by writing a novel about his experiences with the war and the bombing of Dresden. After he completed the novel about war‚ he then starts writing a novel about Billy Pilgrim. Billy was born and raised in Ilium‚ New York. He becomes an optometrist and gets drafted. After the war‚ he enrolls in optometry school again and gets engaged to Valencia during his senior year. Billy experiences a mild nervous collapse and gets admitted to a veteran’s hospital near Lake Placid. He gets discharged
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Case Analysis –The Wellfleet Bank risk management Case This essay have be divided into four parts in order to answer the case study question‚ which explained the risk Wellfleet bank are facing of its strategy‚ the anticipated additional risk when Wellfleet’s recruitment of relationship managers from investment banks for large corporate deals‚ calculator the economic revenue‚ economic profit and expected loss ‚ then analysis the issues in risk management process and give my own
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Nick I‚ Herbert A‚ Zachary C 10/8/14 Financial Markets and Institutions Central Bank Case 1) The federal funds rate is the term coined to describe the interest rate at which depository institutions lend and borrow overnight funds‚ which are maintained at the Federal Reserve‚ to one another. The official website of the Fed states that “By trading government securities‚ the New York Fed affects the federal funds rate‚ which is the interest rate at which depository institutions lend balances to each
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How far should commerce bank take differentiating the service experience in order to stay ahead of it competitors while still maintaining their strategy of competing on service‚ not price? Case Report Service Profit Chain When analyzing Commerce Bank‚ delivering exceptional customer service was the factor that stood out the most. The company has put a large amount of its investment into its employees and providing a unique experience‚ or retailtainment‚ for its customers. Along with providing a
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Case 8.2 Northwest Bank Developing Expectations for Analytical Procedures Analytical procedures are used for many purposes‚ such as to understand the clients industry or business‚ assess the entity’s ability to continue as a going concern‚ and to indicate the presence of possible misstatements. The audit approach for Northwest Bank calls for the audit team to gain assurance on the fairness of loan interest income primarily through the performance of analytical procedures. Additional detailed
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Appendix B Profitability Analysis Solutions to Questions B-1 Absolute profitability measures the impact on overall profits of adding or dropping a particular segment‚ such as a product or customer‚ without making any other changes. B-2 Relative profitability involves ranking segments‚ each of which may be absolutely profitable‚ for the purpose of making trade-offs among the segments. Such trade-offs are necessary when a constraint exists. Otherwise‚ they are not necessary. B-3 Every business
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