...IMPLEMENTING A CUSTOMER RELATIONSHIP IMPLEMENTING A CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME IN AN EMERGING MARKET Adele Berndt, Frikkie Herbst, and Lindie Roux1 ABSTRACT Retail financial services in all markets, including emerging markets, are undergoing major transformation, driven by change, deregulation and customer sophistication. Customer service and specifically relationship management, in particular, are crucial to attaining a sustainable competitive advantage in the marketplace. The implementation of a one-to-one programme within an emerging economy is the focus of this paper, specifically in the financial services environment. The steps in the implementation of CRM as proposed by Peppers, Rogers and Dorf (1999b) are examined and the effect on customer service in an emerging market is investigated. The findings indicate that there are positive associations with these steps and customer service. INTRODUCTION Changes in customer expectations can be identified throughout the world. Customer relationship management (CRM) strategies have become increasingly important worldwide due to these changes in expectations from customers as well as changes in the nature of markets. Changes have been noted across the world, but opportunities present themselves in South Africa and other developing countries for CRM strategies. Customer Relationship Management (CRM) is a managerial philosophy that seeks to build long term relationships with customers. CRM can be defined as...
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...Musician Research Paper Musicians are people who have a special career with musical talent or sound producing talents. They can often go solo or play in bands and tour all around the world. Davies High School does not have a music program but it can point you in the right direction for you start off your music career. It can also give you pointers or help organize a club of some sort at the school. It can help you in many ways that will definitely be very beneficial. However. Many musicians such as Kurt Cobain, Eminem, Adele, and Billie Joe Armstrong didn’t even graduate highschool. A diploma is not required. But it raises your chances for success if you have one. But if you are going to become a musician, you need to have musical talent...
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...| Exploring Programming Language | Unit 1 Research Assignment 1 | | | 5/3/2014 | PT1420 | The five most popular programming languages in the 1970’s were: 1970: Pascal 1972: C 1972: Smalltalk 1972: Prolog 1973: SQL Pascal The Pascal programming language was developed by Niklaus Wirth. It was created in 1968 but it wasn’t published until 1970. It was developed to provide the features other programming languages didn’t offer at that time. His main reason for developing Pascal was efficiently implement and run, to allow for the development of structured and well organized programs, and to serve as a tool to teach the important concepts of computer programming. The program was named after a mathematician named Blaise Pascal. It was used as the primary language in the Apple Lisa and for the Mac in the early years of the computer. SQL SQL, which is short for, Structured Query Language, was designed by an IBM research center in 1974-1975. The Oracle Corporation introduced it as a commercial database system in 1979, the first time it was introduced. It has been a favorite query language for the use of database management systems for the microcomputer and mainframes, but is being supported by the PC database. C C was created at the Bell Laboratory in 1972 by Dennis Ritchie. It was created for the purpose in designing UNIX. Prolog Was created from 1971-1973 and was distributed in 1974-1975. It was created not as a programming language on purpose but...
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...not-for-profit service that helps scholars, researchers, and students discover, use, and build upon a wide range of content in a trusted digital archive. We use information technology and tools to increase productivity and facilitate new forms of scholarship. For more information about JSTOR, please contact support@jstor.org. Sage Publications, Inc. and American Sociological Association are collaborating with JSTOR to digitize, preserve and extend access to American Sociological Review. http://www.jstor.org This content downloaded from 150.250.74.30 on Mon, 29 Feb 2016 05:28:52 UTC All use subject to JSTOR Terms and Conditions URBAN CRIME AREAS: PART I* CALVIN F. SCHMID University of Washington The major objective of this paper is to describe with a high degree of specificity the more significant economic, demographic and social determinants, and dimensions of crime areas in a large urban community. The basic data include two series of crime statistics, "offenses known to the police" and "arrests," totaling over 65,000 cases, along with detailed economic, demographic, and social statistics from the 1950 decennial census. A 38 x 38 correlation matrix, based on 20 crime indices...
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...Childrearing and Eating Disorders Mary Maha ANT101: Introduction to Cultural Anthropology Instructor Adrienne Stafford May 8, 2016 Childrearing and Eating Disorders Childrearing in today’s society is different especially when there are different ways in between having the mother discipline or the father discipline. Different ways of childrearing are mainly the authorative or the permissive. Rarely would anyone have any other type of childrearing in the family. Also having issues with young teens in eating disorders to fit in with the right crowd within the community has been a major problem around the world. Due to having a certain image has brought the young adolescents to have this certain eating disorder. So within this paper I will be explaining the different ways of childrearing in each family from an etic perspective. I also will be giving an insider’s perspective on the image of young adolescents and the problem with the eating disorders that they will face for cultures in different countries. Part I Childrearing parents are different in many cultures, but the main point is the way the mothers and fathers have their own ways of childrearing in their lives. You have the authorative, permissive, non-conforming, and the rejecting-neglecting parents. Having different childrearing ways characterize a family relation as positive, but not as positive as the permissive style. You basically have the mothers as being more of the authorative style and the fathers...
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...DMBA 610 Knowledge Integration Exam Fall 2015 ________________________________________Please read all instructions carefully before you begin. 1) Use the provided Student Exam Answer Sheet. Include your responses to all questions in the column, “Your Response” next to the appropriate question. This ONE Exam Answer Sheet document should be saved with your last name and "final," -- e.g. "Smithfinal"-- and posted in your Assignment Folder no later than 11:59 PM (EST), Sunday, November 15th, 2015. This exam also must be submitted to Turnitin.com It is recommended that you submit your exam to Turnitin.com at least 24 hours before the deadline to allow you sufficient time to address any issues identified in the Originality Report prior to posting your exam in your Assignment Folder. Please note: The exam questions are already included on the Answer Sheet. If the exam content is recognized as non-original by Turnitin, it will be ignored in analyzing your Turnitin report. Do not include any repeat of the exam case content on your Answer Sheet. Only place your answers and references on the Answer Sheet. 2) No extensions may be granted on this assignment; be sure to submit it on time and check to make sure that the document you submitted is readable and what you intended to submit. NOTE: This is an individual assignment. Any discussion or collaboration regarding the assignment constitutes a violation of UMUC's Academic Dishonesty and Plagiarism Policy. If you have any...
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...as a Learning Disability? Anne Smith University of California Riverside Do Schools and School Districts Recognize ADHD as a Learning Disability? A twelve year old boy named Mike, who fidgeted, played with small pieces of paper, paid more attention to events happening out the window then the paper on his desk. Mike has an IQ of 145, yet had a 2.4 grade point average. He could carry on intelligent, sophisticated conversations with adults who were engineers, teachers, veterinarians, and businessmen yet couldn’t pass an essay test on the book he read. His teachers and schools classified him as lazy. Let’s roll the clock forward twenty years, to another twelve year old boy named Orion, much like Mike; he too is classified as lazy, with an IQ of 139. Both boys were tested for learning disabilities and none were found but were diagnosed by psychiatrist and treated with medication for Attention Deficit Disorder with Hyperactivity (ADHD). It would seem that over the past twenty years little progress has been made in recognizing ADHD as a legitimate learning disorder. One can still ask the question ‘Do schools and school Districts recognize ADHD as a learning disability?’ Research bears out that they do not fully recognize ADHD as a true learning disability. Parents still must jump through many hoops to get the necessary educational help. ADHD is considered a “neurological glitch in the brain’s frontal lobe which houses a person’s impulse...
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...Research Memo Date: October 16, 2013 To: Prof. Hastings From: Riki Kotaka Subject: How do music companies address the issue the music sales has been declining? Introduction Music is essential for our lives, however it is difficult for those who get involved with music industry to make a profit. Music industry has been shrinking since 1999 when Napster, pioneering music file share service, was founded [1 McCormick]. In 1990’s when the music sales were at the peak, the total global music revenue was around $30 billion, but the one in 2012 was only $16.5 billion [2 Pfanner]. I did summer internship at Sony Music Entertainment in Tokyo for a month. I’ve participated in some meetings to consider marketing plans for musicians. One main reason of the sales declination is an illegal downloading. Although laws prohibit illegal downloading, there are still massive illegal downloading websites on the Internet. However, global music sales in 2012 increased for the first time since 1999, and the number of songs downloaded illegally was declined to 210 million in comparison to 1.2 billion in 2008. [3 Sherwin] It seems that music companies finally found some efficient ideas to overcome illegal downloaders. Do music companies actually increase their profits? And how did music companies start adjusting the situation? The purpose of the research paper is to figure out the main reasons why music sales finally increased, any differences to market music products and if the situation...
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... A Research Paper Presented to The Class of Miss Rachelle Lynne A. Rosales Camp General Emilio Aguinaldo High School In Partial Fulfillment Of the Requirements for the Subject English IV Submitted by: Josh Gabriel Hornilla John Gabriel Celis IV – Gomez Chapter I 1 Introduction Instrumental songs are music that can entertain us and relieved stress. It can also be a fun of everybody when playing an instrument like piano, guitar drums, etc. In this generation, many people likes the genre of Hip Hop, R & B, Rock, Pop, and the famous genre nowadays is Korean Pop (K-Pop). So the researchers want to know if Instrumental songs are important in our everyday lives. This research paper will try to answer the...
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...Jane Eyre by Charlotte Brontë An Electronic Classics Series Publication Jane Eyre by Charlotte Brontë is a publication of the Pennsylvania State University. This Portable Document file is furnished free and without any charge of any kind. Any person using this document file, for any purpose, and in any way does so at his or her own risk. Neither the Pennsylvania State University nor Jim Manis, Faculty Editor, nor anyone associated with the Pennsylvania State University assumes any responsibility for the material contained within the document or for the file as an electronic transmission, in any way. Jane Eyre by Charlotte Brontë, the Pennsylvania State University, Electronic Classics Series, Jim Manis, Faculty Editor, Hazleton, PA 18202-1291 is a Portable Document File produced as part of an ongoing student publication project to bring classical works of literature, in English, to free and easy access of those wishing to make use of them. Cover Design: Jim Manis Copyright © 2003 - 2012 The Pennsylvania State University is an equal opportunity university. Charlotte Brontë Jane Eyre by Charlotte Brontë PREFA PREFACE A PREFACE TO THE FIRST EDITION of Jane Eyre being unnecessary, I gave none: this second edition demands a few words both of acknowledgment and miscellaneous remark. My thanks are due in three quarters. To the Public, for the indulgent ear it has inclined to a plain tale with few pretensions. To the Press, for the fair field its honest suffrage...
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...COMPUTER-AIDED DESIGN (CAD) AND COMPUTER-AIDED MANUFACTURING (CAM) Photo by: higyou Computer-aided design (CAD) and computer-aided manufacturing (CAM) are a pair of often interdependent industrial computer applications that have greatly influenced the chain of processes between the initial design and the final realization of a product. Many would add to this duo a third technology, computer-aided engineering (CAE). Ongoing refinements in CAD/CAM systems continue to save manufacturers tens of millions of dollars in time and resources over non-computerized methods. As a consequence, CAD and CAM technologies are responsible for massive gains in both productivity and quality, particularly since the 1980s. For some purposes CAD and CAM methods can be used exclusively of one another, and in general, CAD is used more commonly than CAM. CAD involves creating computer models defined by geometrical parameters. These models typically appear on a computer monitor as a three-dimensional representation of a part or a system of parts, which can be readily altered by changing relevant parameters. CAD systems enable designers to view objects under a wide variety of representations and to test these objects by simulating real-world conditions. CAM picks up where CAD leaves off by using geometrical design data to control automated machinery. CAM systems are associated with computer numerical control (CNC) or direct numerical control (DNC) systems. These systems differ from older forms...
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...measurement for asset valuation is one of the best accounting methods which can reflect current market condition accurately. But FVA cannot be separated from the critique especially when global financial crisis hit the world. Critique said FVA decrease investor confidence to invest in market which made more illiquid market during the time. In this paper, our aim is to find the relationship between fair value accounting, method, and measurement with investor confidence. We have been searched the data from previous journal that has been worked before to prove our assumption which are Fair value has decrease investor confidence and investor rely on information which is provided only by fair value measurement. 1.0 Introduction and Motivation There have been many studies on the role of FVA to global financial crisis (GFC) which may result in different opinion and open debate in the future. Most of the past research papers consist of the focus of this paper which is to find in depth more on how the fair value (FV) measurement may or may not affect recent GFC and how it affecting investor confidence. These past studies will help to construct this paper immensely and hopefully provide the reader better understanding in term of relation between FV measurement and investor confidence. As an investor, the main considerations is the...
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...Mediating Mark Duggan The press is a section of the mass media industry that focuses on presenting current news to the public and is one of the largest forms of media we have in Britain. The press and media in general insist that it is only fact and truth that is reported to the public, however, there are times when the media either permits itself to be manipulated or to act as the agent of manipulation; seemingly, we as the public, receive the opinions of the few, select people that are running the mass media who use the power of mediation to position audience response through encoded values with the media acting as an opinion leader (2-step flow). Mark Duggan was shot by armed police in Tottenham, August 2011, after officers stopped the cab he was in to make an arrest. Duggan was unarmed at the time yet just hours later stories were circulating the media about a dramatic ‘shootout’ with Duggan represented as a ‘violent gangster’. Within just two days of his death, riots had erupted in London as well as copycat riots in other cities up and down the country and reported globally by the press. Before getting out of hand, the riots were a direct response to the actions of the police. Mark Duggan didn’t hit the front page until after the riots had begun and it is likely that, similar to the case of Stephen Lawrence, the audience will never fully know the reality of the initial event. The final inquest report (2014) ruled that the killing was lawful. Looking back on the newspaper...
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...Biography for Amy Winehouse More at IMDbPro » ad feedback Date of Birth 14 September 1983, Southgate, London, England, UK Date of Death 23 July 2011, Camden, London, England, UK (alcohol poisoning) Birth Name Amy Jade Winehouse Nickname Wino Ames Height 5' 3" (1.60 m) Mini Biography Amy Winehouse was a five-time Grammy Award-winning English singer-songwriter known for such hits as 'Rehab' and 'You Know I'm No Good' among her other works. She was born Amy Jade Winehouse, on September 14, 1983, in Enfield, London, England to a Jewish family with Russian ancestry on her mother's side. Her father, Mitchell Winehouse, was a taxi driver; her mother, Janis Winehouse (nee Seaton), was a pharmacist. Her family shared her love of theater and music. Amy was brought up on jazz music; she played her brother's guitar and received her own guitar at age 13. Young Amy Winehouse was a rebellious girl. At age 14, she was expelled from Sylvia Young Theatre School in Marylebone, London. At that time she pierced her nose and tattooed her body. She briefly attended the BRIT School in Croydon, and began her professional career at 16, performing occasional club gigs and recording low cost demos. At age 19, she recorded her debut, Frank (2003), a jazz-tinged album that became a hit and earned her several award nominations. During the next several years, she survived a period of personal upheaval, a painful relationship, and has been struggling with substance abuse. Her 2006's album...
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...Customer Relationship Management Sarina White Ashja Thompson DSIM 518: Competing through Innovation and Information Technology Instructor: Vikas Agrawal Spring 2016 Table of Contents Abstract……………………………………………………….. Page 1 Introduction…………………………………………………… Page 2 Literature Review…………………………………………….. Page 3 – 4 History and Development of CRM………………………..... Page 4 – 5 CRM in Action………………………………………………... Page 6 – 7 CRM and Competitive Advantage…………………………. Page 7 – 9 Implementations Considerations and Recommendations. Page 9 Conclusion……………………………………………………. Page 10 References…………………………………………………… Page 11 – 13 Abstract For our research paper, we’re going to focus on customer relationship management and how it plays a role in a company’s consumer base and profits. The cycle of CRM is primarily divided into four parts which are marketing, sales, support, and feedback. We’re going to look into detail at all four of these components and how they correlate with one another from an organizational aspect. We’re going to be looking at CRM through the eyes of the seller, the person behind the counter. We want to know how this information technology helps the organization and in what ways does its performance project competitive advantage. There are many different systems of CRM such as operational CRM which focuses primarily on the marketing, sales, products, and services of the company. Another system is analytical CRM which focuses primarily on the database and how the...
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