Managing Customer Relationships: Case Studies on Loyalty

Managing Customer Relationships: Case Studies on Loyalty CRM This component will focus on managing customer relationships with the organization in order to enhance customer loyalty. Moreover, it will also discuss on the aspects of the virtual world and the strategy which will be implemented to use YouTube as a vehicle to communicate with the customers. Business Dilemma Yes I believe that the most influential person in cafà © is the customer. Customers can help the Broadway Cafà © by increasing the sales of the cafà © and also they can help in promoting our cafà ©. For instance, if a customer comes to our cafà © and finds the service good and enjoys the food then that particular customer would definitely go and tell his/her friends and families about our cafà © and in this way many more customers will start coming to our cafà ©. In order to attract more customers we need to understand the needs of the customers and we need to find ways in which our cafà © can satisfy their needs. Customers will go away if the cafà © does not meet their expectation since customers nowadays have become more demanding. Moving on, it is very essential to give proper service to customers because customers can also hurt the cafà ©. If proper service is not provided to them then they can easily make a complaint about our cafà © and this can harm our reputation in the market. Sales of any business are based on customers and in order to maintain the customers we need to develop a customer relationship management strategy. We need to find ways in which we can improve our services and attract more customers because customers play an important role in the success of our cafà ©. As seen in I hate Dell.net that customers and employees are allowed to post their complaints on websites so it is very important for every business to serve its customers properly so that they dont post any complaints and hurt the reputation of the business. (SN Web Consulting), (I hate Dell.net). Yes our employees also believe that customers are the most important part of the cafà ©. Employees who work in our cafà © understand that it is very important to provide customers with proper service. Every top management expects their employees to practice a good customer relationship. Employees are employed in any company so that they can work and serve customers and they are judged upon how well they serve their customers. The Broadway cafà © can offer reward programs such as bonus to its employees in order for them to work hard and maintain customer satisfaction.   Therefore, employee that is most helpful to customers can be rewarded. Making Business Decision 1 â€Å"Virtual world can help people meet, collaborate, plan, visualize, train and learn together.† (How virtual world can help real world business, 2010). Second life and virtual world are playing an important role in a success of a business. Many businesses are developing virtual world in order to incorporate it into their business and increase profits. Also now businesses have realized that doing business in virtual world can solve problems which are faced in real world such as, communication, costs and training etc. In real world it is very hard for every employee to interact with other employees and work together but through virtual world it becomes easier to communicate with every employee and work together. (How virtual world can help real world business, 2010) Moving on, Advertising in virtual world can maximize our customers and this will also lead to a reduction in production costs. Many customers nowadays like watching videos on internet and they mostly like those videos that are presented in funny structure and which has all information regarding the product. Hence, with the use of videos we can advertise and in this way it will reach to customers more quickly and it would be far more effective. Also there will be a reduction in travelling costs as people can communicate in virtual world and save time and costs on travelling down to each others office for meetings etc. (Lowe, 2009). In virtual world products are displayed in different forms for different businesses and in some you can test out the product how it looks on you and it allow people to see or use them before you actually purchase the product. Virtual world is a very useful tool for people to be able to meet virtually and also get full information about a particular product. Also it increases brand visibility and facilitates a new customer base. Therefore, it could be said that virtual can really make work easier for business in real world. (Saltzman, 2008). Customer relationship will be different in a virtual world is through that there will be no physical interaction amongst customers and employees. In virtual world customers can express themselves properly for what they want and they can also state their views on which type of product they are looking for. Here customers will get an experience of how things will be at store, the surrounding and the types of products that are sold. Moving on, in virtual world customers will be able to make complaints about the product but they will have to wait on the response from the company regarding their complaint. In order to manage customer relationships in this new virtual environment you need to be prompt while providing feedback to customers. For instance you should try to answer a customers query within 24 hours. Also try to deal with customer complaints in correct manner so that they dont get offended. You need to be polite and attentive with customers either in real world or virtual world customers are one of the major factor in contributing to business world. Furthermore try to follow up with every customers concern. (Baley, 2011). Supporting traditional customers are the customers in real world. Supporting second life customers will be different in a way that in second life it will be more advanced and more expensive to implement. In second life only those users who are fully equipped with the latest computing hardware can have equal access to second life. Also in second life a new customer will need to take some time getting familiarize with the second life world while for traditional customers it is not so complicated. (Chia Yao Lee, 2007). In second life customers can interact with the employees at the same time in its avatar forms but on web site customers are unable to interact they are just able to email each other. If any product is displayed on web site, then a customer can only view the image of the product and price of it and can just place an order while in second life customers get chance to try the product on themselves and if it suits them only then they purchase it. Advertising on web site is much cheaper compared to second life but in this modern world second life is more acceptable as it provides customers with maximum satisfaction in regards to what a customer actually wants and is looking for. The security issue which you might encounter in second life is authentication and identity theft. People ‘interact in virtual world via avatars and new accounts can be opened†. (Beer, 2007)There will be times when there will be multiple avatars and it will be hard to ensure which avatar represents whom and even if that particular avatar represents to actual person then it will be hard to know to whom it is actually associated to. Moving on, confidential and sensitive information shouldnt be discussed in a second life because it is not so secured. For instance, the information exchanged texts and chats may not be private. (Beer, 2007). Also theft of virtual objects example, stealing of avatar clothes, virtual buildings designs etc. There can be unauthorized use of real world brand name and trade mark. Furthermore payment and transaction integrity can be an issue too. As there is a risk for virtual wallets and inventory to get stolen. (Chia Yao Lee, 2007). Some of the ethical issue is â€Å"defamation and disparagement meaning spreading of false rumors and misleading information. There can be disparagement of virtual and real world products† (Chia Yao Lee, 2007) . Moving on, people having fake identity are not an ethical behavior. Also â€Å"vandalism and harassment† (Chia Yao Lee, 2007) is an ethical issue, damaging of virtual objects and virtual locations. (Chia Yao Lee, 2007). Making business decision 2 YouTube would help in communicating with customers about the unusual long waits for frappachunios and cappuccinos through a video. As JetBlues founder apologized to its customers via YouTube for the cancellation of flights, thats how Broadway cafà © can show a video to their customers on the implementation of new espresso machine and how employees are still getting used to it. You can show in the video that customers who are willing to have frappachnios and cappuccinos, they can place their order in advance, so once it gets ready then the employee can contact their customers and then customers can come and have their farppachnios and cappuccinos and enjoy the drink rather then waiting in lines for the order and getting frustrated. Since most of the people go on YouTube so it will be best to upload a video about this problem on YouTube so that majority of the customers will see the video and place their order in advance. Moving on, the four new employees who have been employed recently are having difficulty understanding the new machine, so the old employees are most of the time assisting the new ones. In this way much time is wasted and employees are not able to attain to customers. Therefore, you can also upload a video on YouTube regarding on the usage of the new machine so that new employees can view that video and can learn from there on how to use the new machine rather than always asking the old employees assistance. In this way the problems can be rectified. Some of the Pros of using YouTube as a customer communication vehicle are that many people nowadays watch videos on YouTube and thus, advertising on it will be very beneficial for the cafà ©. You can watch the video for free and also Broadway Cafà © can express its creativity of the cafà © and its variety of products on YouTube easily and in more advanced form. Furthermore, advertising on YouTube will result in reduction in marketing cost and it is very useful and much effective then advertising in real world. (Feldman) Some of the cons of using YouTube as a customer communication vehicle is that, the video uploaded on YouTube can be viewed by everyone. Since it is viewable by everyone so everyone who views it can post comment. Some times some people post bad comments which can harm Broadway cafà ©s image and reputation. (Feldman).â€Å"Try to avoid spam approach otherwise viewers will stop watching any video that has been uploaded by the cafà ©.† (Feldman). Yes there are other technologies which could be used as a customer communication vehicle. Websites such as social networking for instance, MySpace, Facebook. Nowadays people enjoy social networking, so publishing on website such as Facebook will be very beneficial since many people will get to view the Broadway Cafà ©s website and this will attract more customers. We can also use Blogs. It can be used to promote products, therefore, Broadway cafà © can use Blogs to promote their products and increase sales. (SN Web Consulting). Apply Your Knowledge Currently the Broadway cafà ©s quality of data within the system is low. It has become difficult to determine which customers are ordering what type of food or music. Having quality information means, to have accurate and up to date information. As for Broadway cafà © their data is not up to date and accurate. Quality information should be free from duplication error meaning not having two names for a particular product which becomes hard to identify under which product name the product should be charged. There shouldnt be any confusion while obtaining certain information. (What is data quality). It is very important to have high quality information because it will determine the success of the cafà © in future and also enable for the cafà © to have a good reputation in the market. Most of the times customers are dissatisfied with the low quality information presented by businesses therefore, it is extremely important to have high quality information so that customers are satisfied. Proper information makes it easy for customers to place orders and also it becomes easy for employees to understand the order and serve the customer with the correct order. High quality information would lead to better decisions to be made and boost more profitability for the business. It can obtain competitive advantage in the market and also achieve employees and customer satisfaction which would enable cafà © to achieve the organisational goal. Furthermore, low quality information simply means not having accurate and up to date information about a particular product. Low quality information mostly results in lose of customers because of customer dissatisfaction. Customers who places order expects to receive the correct product. Moving on, Cafe is facing difficulties in determining which customer has ordered which product. This is due to, the poor quality of data been entered into the system. Low quality information will result in poor decisions made .Also many customers who will be dissatisfied with the service provided will also stop coming to the cafà © and this will affect the cafà © and its profitability. The way in which the Broadway Cafà © could understand its customers is by knowing how much each customer purchases and who all are the valuable customers. This can be done by taking account of the customer ID and calculating the sales for the particular customer for all the years. In this way we will better understand our customers and find ways to retain them. Moreover, by evaluating the products and stock on hand figure. Broadway Cafà © can focus on marketing of those products more which are selling fast, because this would satisfy the customers needs and also increase sales. There are many data quality issues as noticed in CRM_AYK.xls. The data presented is very confusing. For instance, the product name  ½ cup of coffee for coffee sales, it is stated two times differently. First it is named as  ½ cup of coffee and then named as  ½ Cup of Coffee, so when a customer places order for  ½ cup of coffee the data is entered incorrectly. Therefore, to avoid confusion they should just keep one properly spelt name of  ½ cup of coffee. Also data presented under heading ‘Other it does not state any dollar value so we can not state that what actually the figures under the heading ‘Other depicts and how to take account of the figures. Some of the figures are negative so it is very hard to analyse that what the negative figure means. Maybe they are recording some products under one general heading as ‘Other. To avoid this issue the company can just record the products under its respective headings rather then putting it all under one as ‘Other which is ambiguous. It also shows negative amounts which needs to be clarified as, what it means and how it should be taken into account. The Cafà © needs to keep track of the stock and the system should automatically depict that how much stock is left for instance, if a Music CD is sold then the system should automatically decrease one Music CD from the stock record and also show how many more Music CDs are left. Moving on, when identifying the best selling product it is hard to indicate whether to take into account the highest number of sales of the highest number of product sold or the profitability of the products or whether to just take into account the highest number of product sold. We have assumed and taken into account the customer ID and the total amount of sales for each customer for all the years and have analysed upon the highest number of sales as the best customer. Upon analysing the customers with their highest number of sales amount for all the years we see that customer number 305668 has the highest sales amount of $49647.45 and is regraded as the best customer. In past 5years it could be said that these customers have purchased a lot from Broadway Cafà © which is very good and we need to retain these customers by providing them with better service and meeting their expectations. There are many marketing campaigns which need to be used in order to retain our valuable customers. The cafà © should increase in its customer satisfaction and loyalty and try to understand a customers needs. The cafà © can have a promotional activity such as rewards for best customer of the year and the best customer wins prizes. Moreover, cafà © can offer discounts to valuable customers in order to retain those customers. We have assumed that in order to determine the best selling product and the worst selling product we looked at the total sales figure of the best and worst types of products sold and not the units because it was a little confusing. We havent taken into account any value from column heading other because it is very ambiguous, it does not have dollar value so it is hard to determine whether the amounts are in terms of dollars or units. Also it has negative figures so if it is a sale amount then how can it be in negative and how to take account of it. Therefore, we have not taken any data from column heading other in calculation of all the questions above.

Its Time to Lower the Teacher to Student Ratio Essay -- Argumentative

It's Time to Lower the Teacher to Student Ratio   Ã‚   Growing up is hard enough to do in this day and age, but even more so when a small child's education is sacrificed. Today's classrooms, kindergarten through college levels, are experiencing a significant rise in the number of students in each class. This brings the teacher-to-student ratio to an unacceptable level. Teachers cannot effectively teach their students if there are too many in a single class. Therefore, it is extremely important for the United States' educational system to take an in-depth investigation into this situation and work towards a better way for our children to learn in a more focused environment. For our children's sake and for our future, we all must assist in finding a way to lower the teacher-to-student ratio.    The long and short-term benefits of reducing class size affect the students and the teachers and will continue into the future. By reducing a class to an average of eighteen students, teachers are able to spend more one-on-one time with each student. In fact, in a study done in the United Kingdom proved that, "Outcomes showed that in smaller classes the teachers interacted more effectively with the entire class, had more sustained interactions (25 seconds or more) with individual students, and required less time to manage individual student's routines" (Hargreaves, et al 123). Interactions, such as these, are especially important to those children in kindergarten through the third grade. With focuses on reading, writing, and math on children in this early stage of their education, research is showing that these children will "carry the effects of a small class with them throughout the remainder of their academic... ...ize on Teacher-Pupil Interaction in Elementary School Classes in England: Does Research Merely Confirm the Obvious? Paper prepared for the American Educational Research Association Annual Conference, Chicago, March 1997. ED 409 123. Molnar, Alex., et al. 1997-98 Results of the Student Achievement Guarantee in Education (SAGE) Program. December 1998. Milwaukee, WI: University of Wisconsin-Milwaukee. Shields, Patrick M., et al. Teaching and California's Future. The Status of the Teaching Profession: Research Findings and Policy Recommendations. A Report to the Teaching and California's Future Task Force. Santa Cruz, California: The Center for the Future of Teaching and Learning, 1999. 158 pages. U.S. Department of Education. Reducing Class Size: What Do We Know? Washington, DC: Author, 1998. 17 pages. http://www.ed.gov/pubs/ReducingClass/.   

Girl’s dancing Essay

The failure of Parris to determine a cause for the girl’s dancing leads to another key character, Reverend Hale of Beverly. From the moment he enters the act, he is portrayed as a man of arrogance and over confidence. Yet, he seems embarrassed when Proctor praises him, contradicting his exterior demeanor. In the early course of the play, Hale is a force behind the conviction of so-called ‘witches’ and he is continually probing people to confess. Like most of the other characters in the play, Hale himself is also afraid of the unknown, despite his ‘experience’ with incidents of this kind in the past. He remarks that no matter what religious status an individual may occupy, they may still be accused of dealing with the devil. In a clear contrast to the beginning of the play he appears uncertain if the girls are telling the truth, but is reluctant to show his suspicions until the very end of the play. Tragically, his suspicions are told too late, as the trials no longer remain in his hands. His reluctance to speak what he actually believed in condemned many more people, which means that Hale is a key figure in showing how innocent people can be convicted and ‘murdered’ so easily by the girls. John Proctor plays the most prominent role in the play, as Arthur Miller gradually brings him into the affray as more and more people become convicted, one of whom is his wife, Elizabeth. Proctor is regarded as a strong figure in the society of Salem, yet his past life continues to haunt him however, as he has committed the sin of adultery with none other than Abigail Williams herself before the play. Once the trials begin, Proctor realises he can stop Abigail’s rampage through Salem, if he confesses to his sin of adultery. This would ruin his reputation in the society, so he is reluctant to confess. This likens Proctor to Reverend Parris at this stage, as he they are both intent on keeping their good reputations. Towards the end of the play however, this changes as Proctor is prepared to lose his reputation by confessing to adultery and finding the truth. His confession arrives too late however, as the matters in the court have gone too far. This now likens him to Reverend Hale, as both of them form an invisible alliance in the courtroom, as both know that Abigail is manipulating the judges and is clearly lying. Proctor is also portrayed as an ‘un-Christian’ being in the mind of the court when Hale questions him about his Christianity. This lack of religious belief in him is a key factor in the court proceedings once Proctor is brought before them. However Miller creates sympathy with the 20th century audience for Proctor by creating hostility towards other characters. The sympathy is also shown at the end of the play when Proctor refuses to give up his name in order to establish the truth. This gives the audience the impression that Proctor is a man of integrity and is willing to give up everything for the truth. Judge Danforth is the key figure in the condemnation of the accused persons. He is, like Parris, portrayed as a man intent on keeping his reputation rather than finding the truth. He enters the play as the trials begin, having no background knowledge of what has gone on in the society before the trials involving Proctor and Abigail, and has no knowledge of people’s ways of thinking and attitudes towards others. These factors ultimately are the main reasons why people are convicted in Danforth’s court, and not because of witchcraft. During the court case in act three involving Proctor and Abigail, all the truthful evidence that Proctor gives against Abigail is ignored by Danforth, as he is easily distracted by Abigail’s lies. This shows that Danforth and the court’s justice is flawed. The flawed justice of the court is another clear reason of how Salem’s society is able to convict people so easily. He also expects people to side with the court by saying: ‘ †¦ A person is either with this court or against it. ‘ This shows that if you were against the court then you would be persecuted. During the case, his justice is frequently questioned, which angers him, as he is not used to having his justice questioned.. Danforth’s belief in the truth fluctuates, as there are points where he begins to doubt Abigail’s story such as where he ‘studies Abigail for a minute’. However, to wash away all of Danforth’s doubts Abigail pretends to have ‘visions’. This works on every occasion, and therefore proves that the court’s justice is again flawed if it can be manipulated so easily by a mere 17-year-old Christian girl on a quest for love. The cause many people would believe of the outpouring of accusations and convictions in Salem would be Abigail Williams, but the detail that surrounds the events is immense. There are many different key figures surrounding the deaths and all play a large part in the events that took place after the ‘dancin’ occurred.

Reverend Thomas, Robert Malthus - 969 Words

Reverend Thomas, Robert Malthus (b. February 13 or 14, 1766; d. December, 1834) Overview Reverend Thomas, Robert Malthus was a political/classical economist born in the late 1760’s. He studied at several different schools in the areas of mathematics, literature, and arts. Malthus was married in the early 1800’s and had three children. Malthus is most famous for his theories on population growth and how he proposed we go about controlling it. He later died in the 1830’s at the age of 68. Childhood and Education Thomas Malthus, more commonly called Robert, was born near Guildford, Surrey, England. His parents, Daniel and Henrietta, had seven children in total with Malthus being either the sixth or seventh in the line (different sources claim both as true). 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