...The Effect Of Customer Relationship Management (CRM) On Customer Satisfaction In Banking Sector by Abdelmenam Ahmed Deghady Supervisor : Dr. Ashraf Labib Table of Content CHAPTER 1 : INTRODUCTION................................................................................................3 1.1 Introduction..........................................................................................................................................................4 1.2 Research Problem.............................................................................................................................................5 1.3 Study Hypothesis................................................................................................................................................5 1.4 The study variables.............................................................................................................................................6 1.4.1 Independent variables.............................................................................................................................6 1.4.2 Dependent variables................................................................................................................................6 1.5 Research Objectives...........................................................................................................................................6 CHAPTER 2 : Research Methodology...
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...Telecommunication Industry Dissertation in TPA, 15 ECTS Authors: Song Yan 880514-T168 Wei Bin 850809-T454 Supervisor: Joakim Tell Examiner: Bernd Hofmaier Acknowledgement Thank all persons who have contributed to our dissertation. Without you, we would not have reached the achievement. With the support and encouragement from Joakim Tell, our supervisor, we got a lot useful guidance when there were confusions. With useful advice from Henrik Floren and Bernd Hofmaier, we kept improving our dissertation in a professional way. With the positive feedback from the other group members, we managed to make the thesis easier to understand. We would also like to thank Halmstad University which has given us a good environment and the opportunity to undertake the dissertation in which we are interested. Also, many thanks to Company A which provided a large amount of information which forms the empirical data. Finally, we want to thank our families and friends. You gave us all support both emotionally and financially during the one year study, especially in the last five months for our dissertation. Halmstad August, 2011 I Abstract Customer Relationship Management (CRM) which focuses on the relationship with customers has become more and more important in business management. CRM is a managerial system based on technological applications which can help companies to get competitive advantages. In our paper, we focus on the CRM in the Chinese context and...
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...AUTOMATIZAÇÃO DO PROCESSO DE RECRUTAMENO E RESPOSTA A OPORTUNIDADES COMERCIAIS Tiago Magalhães Keywords: Human Resources Management System, Control, Candidate, Development Process, Information, CMS 1. Context HR Management Systems derive from augmented corporate competition; this new reality demands that all information is integrated within a controlled environment and provides for an optimization of the work performed by employees. The HR Management Systems add value to the employees and the respective employer by means of automating and simplifying non-core processes; accordingly, this additional support allows employees to execute their functions in a more efficient manner. The case study presented in this Master’s Dissertation introduces and analyses the implementation of certain functionalities of an HR Management System, focusing specifically on those related to the automation and integration of recruitment processes and replies to commercial opportunities. The practical inception of this HR Management System was successful and added value to Noesis; the outcome was an increase in the management of candidates and an optimization in the work performed by the HR team. 4. Solution Development In this chapter, I describe the development process that will lead to the solution required by the theme of this thesis and explain all steps taken towards the creation of a generic solution for a PME. 4.1. Development Process ICONIX was the chosen model, because it is considered...
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...been matters of academic and professional concern, many books and articles are written to define and describe the nature of organizational culture. There is however no single universally accepted definition exists as of to date. The term organizational culture generally is referring to the shared meanings. Beliefs and understandings held by a particular group or organization about its problems, practices and goals. SPi Global is one of the world’s largest and most diversified Business Process Outsourcing (BPO) service providers in terms of clients, geographic presence, and capabilities. We have defined the highest standards of excellence together with our clients for Knowledge Process Outsourcing (KPO) and Customer Relationship Management (CRM). The global team of over 18,000 dedicated BPO professionals made it possible. The organizational culture of SPi Global in Parañaque are the their values, behavior and artifacts includes an organization’s expectations, assumptions, experiences, philosophy, and values that hold it together and is expressed in its self – image, inner workings, interactions with the outside world, and future expectations. It is based on shared attitudes, beliefs, customs, and written and unwritten rules that have been developed over time and are considered valid. The researcher will only focus of the values, beliefs, behaviors, goals, and practices of SPi Global Parañaque. How this organizational cultures affect their business success. In order...
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...A Simple Guide to APA Referencing APA Referencing The referencing format for all student assignments and research reports is adapted from the American Psychological Association (APA) style. The following items show how various sources of information are referenced in the assignments or research reports. 1. Journal article with volume and issue numbers. Italicize the journal title and volume number. Boyle, B. A. (1997). A multi-dimensional perspective on salesperson commitment. Journal of Business& Industrial Marketing, 12(6), 354-367. Mowday, R. T., Steers, R. M., & Porter, L. W. (1979). The measurement of organizational commitment. Journal of Vocational Behavior, 14, 224-227. 2. Book, two authors. Toller, M., & Fielding, J. (1998). Global business for smaller companies. Rocklin, CA: Prima Publishing. 3. Book, one author. Sekaran, U. (2003). Research methods for business: A skill building approach (4th ed.). New York: John Wiley & Sons, Inc. 4. Brochure with corporate author. BestTemp Staffing Services. (1997). An employer’s guide to staffing services (2nd ed.) [Brochure]. Denver: Author. Note: when the author and publisher are identical, use the word “Author” as the name of the publisher. 5. Brochure with a writer. Lawrence, K. S. (1993). Guidelines for reporting and writing about people with disabilities (4th ed.) [Brochure]. New York: Research and Training...
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...Customer Relationship Marketing Student’s name Institution To evaluate the impact of Customer Relationship Marketing (CRM) on the consumer behavior in the luxury retail market of UK. Abstract Customer relation marketing (CRM) is a strategic process of business in which the relationship of client, the loyalty of customers and brand value are built through the marketing activities and strategies. Customer relation marketing has allowed luxury retail market in the United Kingdom to develop long-term relationships with new and established customers while helping in the streamline corporate performance. Customer relationship marketing is a new completive weapon for the luxury market products in the United Kingdom. The battle is among corporates and business in the luxury market products a consequence mainly attributed to internet and rise globalization. Organizations that are offering the luxury products to their customers is focusing on conquering the minds of their customers. In this, they make them be loyal brand followers and satisfy their customer needs with the help of customer relation marketing systems. Luxury products and brand have become the new modern cults. Each brand is seeking to attract the largest customer base. The main purpose of writing the dissertation is to carry out a qualitative thematic research and analyses on the impact customer relation marketing in the luxury retail sector in the United Kingdom. The research and analysis will be based on...
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...refers to the probability of a risk event occurring the supply line and when the product goes on sale. Furthermore, risk sources are the predominant causes of risk events, which are "the environmental, organisational or supply-chain variables which cannot be predicted with certainty and which impact on the supply chain outcome variables" (Juttner, et al., 2003). Identifying Supply Chain Risk There are a variety different approaches that a company can take in order to identify risk in their supply chain. Steele and Court (1996) proposed a conceptual framework for identifying the potential risk in an organisations supply chain. This process was comprised of three key steps: Search " Essay Writing Service ! ○ Dissertation Writing Service ○ Assignment Writing Service ○ Marking & Proofreading ○ All Services ○ ORDER A CUSTOM ESSAY WRITTEN BY AN EXPERT, 100% ORIGINAL & PLAGIARISM FREE. (/ORDER/) About UK Essays ○ Fair use policy ○ Referencing tools ○...
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...What Marketing Tools do Mobile Phone Service Use; an Empirical Research Module code: PGBS0142 Submitted to the University of Plymouth as a dissertation for the degree of MSc. in Business and management in the Faculty of Plymouth Business School. Declaration: I certify that all material in this dissertation which is not my own has been identified and none has been submitted previously in support of any degree qualification or course. Signed: Shivender Kaur Student: Shivender Kaur (10271264) Date of submission: 19/08/11 Acknowledgements I take this opportunity to thank all the people who have had a hand in enabling me complete my studies. Lots of gratitude goes to my parents for if it were not for their many encouragements and support I wouldn’t have finished this course. My classmates played a significant role in helping me catch up on what I had not understood in class sessions I sincerely thank them for their support. My tutors in this course should get special thanks for their peculiar role in assisting and guiding me as I came up with this dissertation. For all other persons whom I may not have mentioned but played a significant role in enabling me come up with this research may the good Lord Bless you abundantly. July 2011 Shivendar Kaur Abstract Research developing around the subject of marketing across the lucrative mobile phone service industry continue...
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...Introduction In this assignment, it will firstly analyse the difference between various data sources and then it will evaluate both pros and cons in each source. Finally ,I will summarize which source I prefer and which is suitable for a available type of information. I have chosen my topic which I will enable use a wide quantity of information sources.Therefore,I will show the topic as I am posing for dissertation purposes,it is as follow; “The impact of the Internet on customer relationship marketing strategy in banking sector in the UK” I have chosen this topic about the impact of correlation between the Internet and customer in banking industry because there is plenty of wide information in different sources in order to compare advantages and disadvantages.However,I have chosen topic that specific about Customer Relationship between Bank sector and Internet and also looking for the impact of the Internet influence to customer relationship. Moreover,I have specified more narrow about the scope of my research just in the UK to understand clearly.Therefore,each data source which I have used should be very update and focus just only on the UK. Therefore ,I have aimed advantage from the quality of data sources ,namely Business Source Premier/Ebdco(BSP),Nexis UK,Google Scholar and Guardian newspaper to research my topic. Online Databases First step for this resource is to access the Sheffield Hallam Shuspace website,I then log on in order to search...
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...Appendix IV A SIMPLE GUIDE TO APA REFERENCING APA REFERENCING The referencing format for all student assignments and research reports is adapted from the American Psychological Association (APA) style. The following items show how various sources of information are referenced in the assignments or research reports. 1. Journal article with volume and issue numbers. Italicize the journal title and volume number. Boyle, B. A. (1997). A multi-dimensional perspective on salesperson commitment. Journal of Business& Industrial Marketing, 12(6), 354-367. Mowday, R. T., Steers, R. M., & Porter, L. W. (1979). The measurement of organizational commitment. Journal of Vocational Behavior, 14, 224-227. 2. Book, two authors. Toller, M., & Fielding, J. (1998). Global business for smaller companies. Rocklin, CA: Prima Publishing. 3. Book, one author. Sekaran, U. (2003). Research methods for business: A skill building approach (4th ed.). New York: John Wiley & Sons, Inc. 4. Brochure with corporate author. BestTemp Staffing Services. (1997). An employer’s guide to staffing services (2nd ed.) [Brochure]. Denver: Author. Note: when the author and publisher are identical, use the word “Author” as the name of the publisher. 5. Brochure with a writer. Lawrence, K. S. (1993). Guidelines for reporting and writing about people with disabilities (4th ed.) [Brochure]. New York: Research and Training Center...
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...DISSERTATION TITLE: EFFECTS OF CUSTOMER RELATIONSHIP MANAGEMENT “I declare that the above work is my own and that the material contained herein has not been substantially used in any other submission for an academic award”. WORD COUNT: 7621 words. TITLE: EFFECTS OF CUSTOMER RELATIONSHIP MANAGEMENT AT AVON TRINIDAD AND TOBAGO ACKNOWLEDGEMENT I completed my thesis study during my time spent at the School of Accounting and Management in the Anglia Polytechnic University (APU) program. My ability to accomplish my dissertation studies is due to the excellent arrangements that APU was capable of providing for me as a student of that arrangement. During various phases of the research, I received encouragement and valuable comments from several people. Firstly, I would like to thank god for his blessing and guidance throughout this program. Also I am grateful for my parents who gave me support both financially and emotionally, giving me constant encouragement. I would like to express my personal gratitude to my lecturer whose persistent encouragement and support with positive and constructive feedback and guidance throughout my thesis. Without their expertise and knowledge, the output of this research would not have reached the standard that it is. I would like to thank the examiners for their efforts and valuable insights and proposal to the...
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...unorganised sector, with the organised sector consisting of only 4% in the total industry. As India as a nation develops, there will be more foreign and domestic players looking to grab a share of the market. Along with domestic companies such as TATA, Future Group etc, Tesco of the UK and Wal-Mart from the USA have already set up plans to expand their business in the country, these are two of the heavy weights in the global retail industry. The organised sector in an effort to retain customers have introduced a variety of loyalty programmes and schemes, however due to the dominance of the unorganised sector in India the effectiveness and the consumer’s perception about such schemes have not been studied comprehensively. Therefore this dissertation aims to understand the consumer’s perception towards such loyalty schemes, how effective they are in building loyalty amongst the organization and the consumer, and to also understand the future and roles of the two retail sectors in the Indian retail industry. Key literature regarding this topic has been reviewed by the author, which focuses on: 1. Relationship Marketing. 2. The constructs in building a relationship. 3. Customer Loyalty 4. Customer Loyalty and Behaviour 5. Customer Satisfaction and Service quality 6. Loyalty Programmes & its effect on Customer loyalty These have then been conceptualized...
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...U06a1 – Integrated Global Marketing Case Study The Coca-Cola Company Terry D. Copeland Capella University MBA 6012 June 28, 2013 Company Selection and Overview The Coca-Cola Company (Coca-Cola) was first established in 1886 by Dr. John Pemberton in Atlanta, Georgia. Initially distributed at Jacobs’ Pharmacy for five cents a glass, the fledgling company sold just nine glasses of Coca-Cola a day for the first year (Coca-Cola, 2013). By 1891, Atlanta businessman Asa Candler, a prolific salesman, acquired the rights to the business for $2300; and as the company’s first president, his vision to transform Coca-Cola from an invention into a national brand was set in motion. He immediately recognized the potential of the new company and began to implement the marketing strategy that propelled Coca-Cola to its current standing as the world’s leading manufacturer in the beverage industry producing over 500 brands in over 200 countries with an estimated 1.8 billion servings consumed per day all over the world (Coca-Cola, 2013). Candler initially gave away coupons for complimentary first tastes, and outfitted distributing pharmacies with clocks, urns, calendars, and apothecary scales bearing the same red and white Coca-Cola script brand that remains as the world’s number one brand to this day (Coca-Cola, 2013). People saw the Coca-Cola brand everywhere, and by 1895, Candler had built syrup plants in Chicago, Dallas...
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...of the ERP system. Too much hype can raise the expectations but the due time to meet those expectations is not given. Moreover, it should be crystal clear that it is a business initiative rather than an IT venture, because complete business models are required to be implemented which is not possible without the involvement of Business Process Owners. In order to address control and drift factors for successful ERP implementation coordinated efforts by multiple stake holders is required. Different models have been devised for successful ERP implementation but the degree of importance for multiple dimensions needs further explanation so that the same can be aptly take in hand. 1.3. Research Questions To achieve the objectives of the dissertation study, the following research questions were addressed. Research Question One: What are the critical control factors for improved System quality and effective ERP implementation? Research Question Two: What are the critical drift factors for improved System quality and effective ERP implementation? Research Question Three: Is there any mediation effect of System Quality on the strength of the relationship between the independent variables and the dependent variable? Research Question Four: What is the role of individual and organizational impact on ERP system success? 1.4. Significance of Study This study will help in determining control and drift factors for ERP implementation. Holistic view for control and drift factors. Consultant...
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...thank with bottom of my heart to all those, without whom the journey of doing my project would not have been as pleasant as it has been to us. Working on my project was a constant learning experience and we have tried our level best to complete the project up to the expectations. For any project to be a success, it is very important to get the right guidance and support which I got from my Faculty Guide Mr. Dewang Desai . I am very much thankful to him for giving me their valuable advice and guidance towards fulfillment of the project. I express my gratitude to my faculty guide for inspiring me throughout the project. I also extend my heartfelt thanks to my Project Guide Mr. SANJIV Y BORSE for his step to step Guidance all through my dissertation work and helping me to work towards excellence in my work. I want to express my deep gratitude to our institution G.I.D.C ROFEL BUSINESS SCHOOL, VAPI, for giving me the opportunity to undertake this project and enhance my knowledge. CERTIFICATE This is to certify that RAJEEV KUMAR JHA have satisfactorily completed the project work entitled, “TRENDS AND CHALLENGES IN INSURANCE SECTOR” Based on the declaration made by the candidate and my association as a guide for carrying out this work, we recommend this project report as a part of the PGDM program. Place: VAPI Date: 10-JULY-2012 Mr. KEDAR SUKLA...
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