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
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practitioners and academics alike recognising that it’s an important area of management. An ethical supply chain is paramount to the success of modern business. Through fair and ethical interaction with suppliers, wholesalers, retailers, customers and the industry at large, aims to promote ethical supply chain. Ethics may be considered as standards or norms that distinguish between right or wrong and good or bad. This paper aims to highlight the conceptual framework of ethical supply chain with its effective
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>cases NCRCC: Teeing Up a New Strategic Direction >Abstract NCR Country Club started out as a benefit for thousands of National Cash Register employees. By the late 1990s, those employees were aging rapidly and the core membership needed to be increased. NCRCC offers two golf courses. One is an award winning, championshiphosting course on the PGA tour. But it wasn’t attracting new members, especially younger families. This case is about a membership study done as part of a larger management
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interests in and the importance of SCM are growing, scholarly materials remain scattered and disjointed, and no research has been directed towards a systematic identification of the core initiatives and constructs involved in SCM. Thus, the purpose of this study is to develop a research framework that improves understanding of SCM and stimulates and facilitates researchers to undertake both theoretical and empirical investigation on the critical constructs of SCM, and the exploration of their impacts on supply
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Stress at Work A report prepared for The Work Foundation’s Principal Partners Ricardo Blaug Amy Kenyon Rohit Lekhi Contents Executive Summary Introduction 1. What is stress? 1.1 Defining stress 1. Explaining stress 1.3 Stress and ill-health 2. An epidemic of stress? .1 The extent of stress . The costs of stress .3 The victims of stress .4 The causes of stress 3. Why now? 3.1 Stress, work and contemporary life 3. Stress and happiness 3.3 Stress and social status 4. The sceptics 4.1
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steps in formulating alliances. Examples of companies that are or were involved in strategic alliances will be discussed, others of which were thriving and the others of which they were not. This paper is not intended to serve as a comprehensive study of strategic alliances. Introduction Corporate alliances, which are now called “strategic”, are in fact not new. Westinghouse Electric and Mitsubishi were allied for seventy years. The alliance between Ford and Mazda dates back to 1931, when
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been viewed as the key (physical) link between a company’s internal supply chain activities and its customers. More recently, demand management has emerged as a new dimension at the customer interface. Although it has become increasing popular in industry, it has not yet been analyzed in depth with respect to its impact on supply chain performance. Both distribution management and demand management entail customer-facing processes and practices and that are interrelated and (may) jointly determine
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Research Problem and Purpose The purpose of this paper is not to answer the best practices for a Best Buy restructure, but to facilitate an approach to understating a demographic of Best Buys’ customer base.. The portable communications industry (laptops, tablets, smart phones) infiltrated business communities and societies around the globe in the 1990s. The technological advances associated with these devices have affected almost every aspect of daily life; social media, news media, entertainment
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the largest marine oil spill in history. What makes this spill so significant is the fact that the spill continued unabated for three months causing the declaration of a state of emergency across several states (Bozeman, 2011). The purpose of this study is to highlight the significant issues of management and leadership within BP and point out how the poor decisions surrounding the spill deeply hindered their corporate reputation. Additionally, the paper will offer ways in which BP and those involved
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theoretical framework provides researchers with the ways of thinking and a source of sight. An epistemological paradigm of thought to acquire knowledge provided the theoretical framework which informed the choice of a non-participant observation study, an aspect of ethnographic research. According to Flick (2004) ethnography is propelled by an interest of participating or non-participating in observing events and processes while they occur. This allowed the researcher to observe the subject from
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