...Goals 10 V. THE CRM INDUSTRY 11 Size of the CRM Industry 12 Vendors 13 Technology and Service 15 VI. INFORMATION TECHNOLOGIES FOR CRM 20 Key CRM Tasks 20 IT Factors of CRM Tasks 22 VII. CONSULTANTS 23 VIII. RETURN ON INVESTMENT OF IMPLEMENTATION 24 Cost and time 24 Benefits 25 ROI of CRM Projects 27 IX. PRINCIPLES OF CRM 27 X. CRM ISSUES 28 Customer Privacy 28 Technical Immaturity 30 XI. CASE STUDIES 31 Amazon.Com 31 Dell 32 Volkswagen 33 Wells Fargo 34 XII. CONCLUSIONS 36 REFERENCES 37 APPENDIX A BASIC ASSUMPTIONS OF CRM 40 APPENDIX B COMMON MYTHS OF CRM 41 APPENDIX C LIFETIME VALUE OF A CUSTOMER 44 C1. Simple Approach 45 C2. More Sophisticated Calculation 46 C3. Effect of Loyalty Programs 47 C4. Additional Factors to Consider 49 C5. The Arithmetic of Lifetime Value 49 C6. Example: Applying Lifetime Value Concepts in Banking 51 C7. Summary and Conclusions on Lifetime Value 53 APPENDIX D VENDOR’S WEB SITE ADDRESSES 55 2 Version 3-6 March 23, 2001 CUSTOMER RELATIONSHIP MANAGEMENT Paul Gray Jongbok Byun I. INTRODUCTION Over a century ago, in small-town America, before the advent of the supermarket, the mall, and the automobile, people went to their neighborhood general store to purchase goods. The proprietor and the small staff recognized the customer by name and knew the customer's preferences and wants. The customer, in turn, remained loyal to the store and made repeated purchases. This idyllic customer relationship disappeared as the...
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...Internet, computers, information systems, telecommunications and the customer with the marketing process. data mart A scaled down version of a data warehouse that usually holds a subset of the entire data set in order to provide more focused and faster access to specialized data. data mining Computer-based exploration and analysis of large quantities of data in order to discover meaningful patterns and rules for the purpose of improving marketing, sales and customer service operations. data warehouse Electronic storage that is a repository where data from internal and external sources are collected, organized and stored for future analysis. enterprise resource planning (ERP): Software applications that integrate back-office systems for order processing, manufacturing, finance, accounting, and human resources. ERP functions, in turn, integrate with marketing front office activities and SCM activities. geographical information systems (GIS) Software that enables the geographic mapping of information such as the locations of Encyclopedia of Information Systems, Vol. 3 (2003) Elsevier Science (USA), 137-151. customers, competitors, suppliers, sales prospects, suppliers and partners. GIS can be used...
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...Integrating the Enterprise Vertical "command and control" sabotages organizations that need bottom-up innovation to be competitive. Yet organizational integration is increasingly essential. New research shows how technology is helping cutting-edge companies meet the challenge by integrating horizontally. Sumantra Ghoshal and Lynda Cratton nc ofthe most fundamentiil Lind enduring tensions in all liiit very small companies is between siibunit aulononiy and empowermenl on ihc one hand and overall organizaliontil integnition and cohesion on Lhe other.' The tensions grow with increasing organizational complexity and assume tbe most intensity in large, diversified global companies.^ In our research with such organizations, we have seen ihal it is possible to balance those tensions successtijlly by implementing four kinds of horizontal integration for .ichieving cohesion witboul hierarchy. Over the lasL decade, many large companies around the world focused on creating relatively autonomous subunits and empowered managers by breaking up ihoir organizational behemoths into small, entrepreneurial units. Some, though nol all, achieved significant benefits from such restructnring.-' Freed from bureaucratic ccnlral controls, the empowered units improved both the speed and the quality of responsiveness to market demands — and fostered increased innovation. Companies were able to reduce tbeir corporate-level overbead and make internal-governance processes more disciplined and transparent...
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...Towards a conceptual framework for strategic cost management - The concept, objectives, and instruments - Von der Fakultät für Wirtschaftswissenschaften der Technischen Universität Chemnitz genehmigte Dissertation zur Erlangung des akademischen Grades Doctor rerum politicarum (Dr. rer. pol.) vorgelegt von Ibrahim Abd El Mageed Ali El Kelety geboren am 11.01.1965 in El Menoufia - Ägypten eingereicht am: 14. Juni 2006 Gutachter: Prof. Dr. Uwe Götze Prof. Dr. Dr. h.c. Jürgen Bloech Prof. Dr. Peter Schuster Tag der mündlichen Prüfung: 18. Juli 2006 Acknowledgement To the Almighty God “ALLAH” Who have granted me all these graces to fulfill this work and Who supported me in all my life. To Him I extend my heartfelt thanks. It is a pleasure to express my sincere and deepest heartfelt gratitude to my “Doktorvater“ Prof. Dr. Uwe Götze for his kind supervision, continuous encouragement, valuable enthusiastic discussion and unfailing advice throughout the present work, as well as financial support during my latest period of study in Germany. He assisted in all matters, provided solutions to different problems. Prof. Dr. Uwe Götze supported and helped me during my learning period in Germany and writing this thesis. I am very lucky being one of his students. I would like to express my deep thanks to Prof. Dr. Dr. h.c. Jürgen Bloech - Georg-August University of Göttingen - for his kind acceptance to act as an examiner. I would also like to express my sincere thanks to Prof. Dr. Peter...
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...UNIVERSITY, MUTARE, ZIMBABWE Stanislas Bigirimana PhD, Faculty of Management and Administration, Africa University, Mutare, Zimbabwe sbigirimanaus@yahoo.com Joseph Chinzvende EMBA, Department of Information and Communication Technologies (ICTs), Africa University, Mutare, Zimbabwe chinzvendej@africau.edu Reason Masengu Phd Candidate, Graduate School of Business Management and Governance Leadership, North West University, Mmabatho, South Africa masengumasengu@yahoo.com Abstract The purpose of this study was to investigate factors influencing the enrollment of students into the Executive Masters of Business Administration (EMBA) Programme at Africa University in Mutare, Zimbabwe. Questionnaires were distributed to students, lecturers and administrators of the EMBA programme. The analysis showed one the factors hindering increased enrollment is cost. The fees are unaffordable given the fact that the majority of students pay from their personal savings. Moreover, there is emerging competition from other programmes offered by Africa University while other universities in Zimbabwe are offering similar programmes at a lower cost. The participant also indicated that quality of service needs to be improved and formal advertising and marketing efforts made as many participants indicated that they got to know about the programmes through informal means such as from friends. Keywords: Higher Education Management, Executive Education, Africa University, Education Commercialisation...
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...Defining cloud computing can be difficult, as each organization often has its own spin on the definition. Despite being hard to define, Gartner Research named cloud computing as one of the top technologies to watch in 2010, 2011, and 2012. At its core, cloud computing is a technical architecture that meets a specific business need. This chapter traces the roots of cloud computing from its origins in mainframe distributed computing, discusses the basics of the cloud computing model today, and offers insights for future directions that are likely to be pursued in the cloud computing arena. A number of challenges to cloud computing are identified, including concerns of security and how to deal with the rise of mobile computing. The chapter ends with recommendations on how to choose which cloud model is most appropriate to meet your organization’s needs and how to establish a successful cloud strategy. INTRODUCTION: DEFINING THE CLOUD I shall not today attempt further to define the kinds of material I understand to be embraced within that shorthand description; and perhaps I could never succeed in intelligibly doing so. But I know it when I see it. ~ Hon. Potter Stewart (U.S. Supreme Court Justice) Why did Gartner Research place cloud computing at the top of the list of most important technology focus areas for the past three years straight (Avram, 2011; Gartner, 2010; McDonald, 2010)? In today’s world of tight budgets and even tighter profit margins, speed to capability is paramount;...
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...Business Strategies for Managing Complex Supply Chains in Large Emerging Economies: The Story of AMUL Pankaj Chandra Devanath Tirupati Indian Institute of Management Vastrapur, Ahmedabad 380015 India chandra@iimahd.ernet.in devanath@iimahd.ernet.in Revised April 2003 Acknowledgement: We would like to thank BM Vyas, MD, GCMMF, Kailash Vyas, MD, AMUL and many employees of the two organizations for hours of discussion, for making documents on performance and practices available to us for research, and for arranging field visits to various village societies, chilling units, and union plants. We are also grateful to MS Sriram and Partha Mukhopadhyay for their extensive comments on the paper. This project was funded by a grant from Research & Publications, Indian Institute of Management, Ahmedabad, India. Abstract In this paper we describe a case study of a dairy cooperative, AMUL, in western India that has developed a successful model for doing business in large emerging economy. It has been primarily responsible, through its innovative practices, for India to become world’s largest producer of milk. This paper draws various lessons from the experiences of AMUL that would be useful to cooperatives globally as well as firms that are interested in doing business in large emerging markets like India and China. Many of these economies have underdeveloped markets and fragmented supply bases. Market failures for many of these small producers are high. On the other hand, the...
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...(A): The Role of the Operating Manager in Information Systems CASE STUDY I-1 IMT Custom Machine Company, Inc.: Selection of an Information Technology Platform CASE STUDY I-2 VoIP2.biz, Inc.: Deciding on the Next Steps for a VoIP Supplier CASE STUDY I-3 The VoIP Adoption at Butler University CASE STUDY I-4 Supporting Mobile Health Clinics: The Children’s Health Fund of New York City CASE STUDY I-5 Data Governance at InsuraCorp CASE STUDY I-6 H.H. Gregg’s Appliances, Inc.: Deciding on a New Information Technology Platform CASE STUDY I-7 Midsouth Chamber of Commerce (B): Cleaning Up an Information Systems Debacle CASE STUDY II-1 Vendor-Managed Inventory at NIBCO CASE STUDY II-2 Real-Time Business Intelligence at Continental Airlines CASE STUDY II-3 Norfolk Southern Railway: The Business Intelligence Journey CASE STUDY II-4 Mining Data to Increase State Tax Revenues in California CASE STUDY II-5 The Cliptomania™ Web Store: An E-Tailing Start-up Survival Story CASE STUDY II-6 Rock Island Chocolate Company, Inc.: Building a Social Networking Strategy CASE STUDY III-1 Managing a Systems Development Project at Consumer and Industrial Products, Inc. CASE STUDY III-2 A Make-or-Buy Decision at Baxter Manufacturing Company CASE STUDY III-3 ERP Purchase Decision at Benton Manufacturing Company, Inc. CASE STUDY III-4 The Kuali Financial System: An Open-Source Project CASE STUDY III-5 ...
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...SRM UNIVERSITY (Under section 3 of UGC Act, 1956) FACULTY OF MANAGEMENT SCHOOL OF MANAGEMENT MBA FULL TIME CURRICULUM AND SYLLABUS - 2013-14 1 Code MB 13101 MB 13102 MB 13103 MB 13104 MB 13105 MB 13106 SRM University MBA - Revised Curriculum - 2013-14 Semester –I Thinking and Communication Skills (Practical) Accounting for Decision Making Philosophy for Management Economics for Managers Managerial Statistics Managerial Skills (Practical) Semester-II Financial Management Management Information System Marketing Human Resource Management Production And Operation Management Legal Aspects of Business Semester- III Summer Internship (8 weeks)(Practical) Entrepreneurship Strategic Management Business Analytics (Practical) Elective-1 Elective-2 Elective-3 Elective-4 Semester- IV Elective-5 Elective-6 Industrial Elective (Practical) Total Credit L 0 2 3 2 2 0 T 0 4 0 2 4 0 P 4 0 0 0 0 6 C 2 4 3 3 4 3 19 4 3 4 2 4 3 20 2 3 3 2 3 3 3 3 22 3 3 5 11 72 MB 13207 MB 13208 MB 13209 MB 13210 MB 13211 MB 13212 MB 13313 MB 13314 MB 13315 MB 13316 2 2 3 2 3 2 0 2 2 0 2 2 2 2 2 2 0 4 2 2 0 2 2 0 2 2 0 2 2 2 2 2 2 0 0 0 0 0 0 0 4 0 0 4 0 0 0 0 0 0 10 MB 13417 Functional Electives Marketing Finance Systems Human Resource Operations Vertical Electives Pharma Hospitality Enterprise Resource Planning Agriculture Hospital and Health Care Retailing Auto Industry Project Management Media and Communication Banking Financial Service Insurance 2 MB...
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...[pic] Working Paper on future RFID Research Needs September 2007 Participating EU-funded R&D Projects in CERP: |Acronym |Name of Project |Contact / email | |AMI-4-SME |Ambient Intelligence Technology for Systemic Innovation |Harald Sundmaeker, ATB, Germany | | |in Manufacturing SMEs |Sundmaeker@atb-bremmen.de | |BRIDGE |Building Radio Frequency Identification in the Global |Henri Barthel, GS1 | | |Environment |henri.barthel@gs1.org | |CE-RFID |Coordinating European Efforts for Promoting the European |Dr. Gerd Wolfram, METRO Group, Germany | | |Value Chain |gerd.wolfram@mgi.de | |CoBIs |Collaborative Business Items |Stephan Haller, SAP, Switzerland | | | |stephan.haller@sap.com | |Dynamite |Dynamic Decisions in Maintenance |Kenneth...
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...JBR-06929; No of Pages 8 ARTICLE IN PRESS Journal of Business Research xxx (2009) xxx–xxx Contents lists available at ScienceDirect Journal of Business Research Does management accounting play role in planning process? Fabio Frezatti a,⁎, Andson B. Aguiar a,b,1, Reinaldo Guerreiro a,2, Maria A. Gouvea a,2 a University of Sao Paulo, School of Economics, Business Administration, and Accounting, Av. Prof. Luciano Gualberto 908, FEA3, Cidade Universitária, São Paulo City, 05508-900, State of São Paulo, Brazil b Fucape Business School, Av. Fernando Ferrari, 1358, Boa Vista, Vitória-ES, 29075-505, Brazil a r t i c l e i n f o a b s t r a c t This study examines the relationship between management accounting and planning profiles in Brazilian companies. The main goal is to understand the consequences of not including a fully structured management accounting scheme in the planning process. The authors conducted a field research among medium and large-sized companies, using a probabilistic sample from a population of 2281 companies. Using analytic hierarchy process (AHP) and statistical cluster analysis, the authors grouped the entities' strategic budget planning processes into five profiles, after which the authors applied statistical tests to assess the five clusters. The study concludes that poor or fully implemented strategic and budget-planning processes relate to the management accounting profiles of the Brazilian organizations studied. © 2009 Published by Elsevier...
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...RULES AND REGULATIONS OF M.B.A. PROGRAMME – 2010 The Master of Business Administration (M.B.A.) is a Post-Graduate course offered as: I. II. Two-year i.e., four semester Full time Day programme Three year, i.e., six semester Part-time programme offered to Working Executives and employees. 1. ELIGIBILITY CONDITIONS 1.1 M.B.A. (Day) Candidate seeking admission into Full Time M.B.A. (Day) programme must be: 1. Bachelor degree holder of Osmania University or a degree recognized by the university as equivalent thereto and /(or) as per the rules laid down by the University; 2. The candidate seeking admission must qualify in the Entrance Examination, conducted by the appropriate authority in the year of admission as per the norms prescribed by the University. 3. The admission of Non-resident Indians and candidates admitted in lieu of them will be as per the University Rules in force on the date of the admission. 4. Foreign candidates’ admission is based on the Screening Process of the University currently in vogue. 1.2 M.B.A. (Evening) Candidate seeking admission into Part-Time M.B.A. (Evening) Programme has to satisfy the following Conditions: 1. Must be a Bachelor Degree holder of Osmania University or a Degree recognized by the university as equivalent thereto and/ (or) as per the Rules laid down by the University. 2. The candidate seeking admission must qualify in the entrance examination conducted by the appropriate authority in the year of admission as per the norms prescribed...
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...transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise without the prior written permission of the publisher Permissions may be sought directly from Elsevier’s Science & Technology Rights Department in Oxford, UK: phone: (þ44) (0) 1865 843830; fax: (þ44) (0) 1865 853333; email: permissions@elsevier.com. Alternatively you can submit your request online by visiting the Elsevier website at http://www.elsevier.com/locate/ permissions, and selecting Obtaining permission to use Elsevier material British Library Cataloguing in Publication Data A catalogue record for this book is available from the British Library Library of Congress Cataloguing in Publication Data Control Number: 2005938727 ISBN–13: 978-0-7506-6731-9 ISBN–10: 0-7506-6731-1 For information on all Butterworth-Heinemann publications visit our website at http:/ /books.elsevier.com Printed and bound in The Netherlands 06 07 08 09 10 10 9 8 7 6 5 4 3 2 1 Contents Preface Acknowledgements Chapter 1 Introduction Key issues Defining e-business The development of the new economy Types of e-business and related industries The growth of e-business Use of the internet Key people Scope of the book Structure of the book Case studies References Chapter 2 E-business technology Key issues...
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...The eLearning Guild’s Handbook of e-Learning Strategy Foreword by Marc Rosenberg Chapters by Kevin Moore, Frank Hanfland, Patti Shank, Lisa Young, Lance Dublin, Ryan Watkins, Michael Corry Bill Brandon, Editor Sponsored by Compilation Copyright ©2007 by The eLearning Guild Published by The eLearning Guild 375 E Street, Suite 200 Santa Rosa, CA 95404 www.elearningguild.com Individual chapters and the Foreword are Copyright ©2007 by their respective authors. You may download, display, print, and reproduce this material in unaltered form only (retaining this notice) for your personal, non-commercial use or use within your organization. All other rights are reserved. This is a FREE Digital e-Book. No one is authorized to charge a fee for it or to use it to collect data. Attribution notice for information from this publication must be given, must credit the individual author in any citation, and should take the following form: The eLearning Guild's Handbook of e-Learning Strategy. Readers should be aware that Internet Web sites offered as citations or sources for further information may have disappeared or been changed between the date this book was written and the date it is read. Other FREE Digital e-Books by The eLearning Guild include: The eLearning Guild's Handbook on Synchronous e-Learning 834 Tips for Successful Online Instruction 328 Tips on the SELECTION of an LMS or LCMS 339 Tips on the IMPLEMENTATION of an LMS or LCMS 311 Tips on the MANAGEMENT of an LMS or LCMS Publisher:...
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...and Techniques Practitioners and Experts Evaluate KM Solutions Edited by Madanmohan Rao AMSTERDAM • BOSTON • HEIDELBERG • LONDON NEW YORK • OXFORD • PARIS • SAN DIEGO SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO Butterworth-Heinemann is an imprint of Elsevier Elsevier Butterworth–Heinemann 200 Wheeler Road, Burlington, MA 01803, USA Linacre House, Jordan Hill, Oxford OX2 8DP, UK Copyright © 2005, Elsevier Inc. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Permissions may be sought directly from Elsevier’s Science & Technology Rights Department in Oxford, UK: phone: (+44) 1865 843830, fax: (+44) 1865 853333, e-mail: permissions@elsevier.com.uk. You may also complete your request on-line via the Elsevier homepage (http://elsevier.com), by selecting “Customer Support” and then “Obtaining Permissions.” Recognizing the importance of preserving what has been written, Elsevier prints its books on acid-free paper whenever possible. Library of Congress Cataloging-in-Publication Data Rao, Madanmohan. KM tools and techniques : practitioners and experts evaluate KM solutions / Madanmohan Rao. p. cm. Includes bibliographical references and index. ISBN 0-7506-7818-6 (alk. paper) 1. Knowledge management. 2. Organizational learning. 3. Knowledge management—Data processing...
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