Negotiation Techniques used in PepsiCo agreement with Romania

Negotiation Techniques used in PepsiCo agreement with Romania I. Parties involved in the negotiation PepsiCo is an American multinational corporation headquartered in Purchase, New York, with interests in manufacturing and marketing a wide variety of carbonated and non-carbonated beverages, as well as salty, sweet and cereal-based snacks, and other foods. Besides the Pepsi brands, the company owns the brands Quaker Oats, Gatorade, Frito-Lay, SoBe, Naked, Tropicana, Copella, Mountain Dew, Mirinda and 7 Up (outside the USA). In 1966, when Romania was living under the communist manifesto, in US, the newly-born cola brand began full-scale commercial distribution of Pepsi. Determined to expand its reach and turn into a global soda maker, the cola company began to search out the most promising markets and decided to leverage upon the strengths of the Eastern Europe region, in under-served countries. Donald McKendall, co-founder of PepsiCo, arrived in Romania and reached an out-of-the-ordinary agreement with Romanian authorities in 1967 that terminated in 1989. Under the agreement, PepsiCo would supply Romanian market with carbonated cola drinks and receive in exchange Romanian wine. So Romanians could enjoy Pepsi ever since the communism era. Pepsi entered Romanian market in 1992 and began full-scale distribution in 1992 and held the first spot for 3 years. In Romania, Pepsi was first introduced in 1966 and continues to have an extremely strong brand visibility (When you say Pepsi, everyone understands what youre talking about), relevance (Whatever you do, drink Pepsi) and esteem (Pepsi deserves its position as a market leader). Since the birth of Pepsi, with more than a century before, the company has maintained its reputation for innovative and creative advertising. Pepsi has always been synonymous with cutting-edge creativity. Few people know that Pepsi has a long history of promoting their brands with celebrities, what the company has done successfully, even in 1922. After rock images of Pink, Beyonce and Britney in Gladiator Pepsi, National England football captain David Beckham entered the arena in a commercial all-star. In this version, Beckham leads the line of artists, gladiator players such as Roberto Carlos, Ronaldinho, Torres, Totti, Raul, Ricardo, and Van der Vaart. In 2006, Pepsi has come up with a new TV ad, Pepsi fest, the same football team as the Gladiators, but were added Crespo, Huth, Lampard and Nesta. Christina Aguilera became Pepsi Music image in 2006. Considering the aspects presented above it is clear that PepsiCo has proved a well structured expansion and marketing strategy to support its revenues and objective accomplishment. However, the company is also famous for a well sustained organizational culture and care for its employees. Among facilities provided to employees the following can be distinguished: attractive salaries, bonuses, commissions, trainings, workshops, team buildings. II. History of the conflict PepsiCo has located some facilities and headquarters in a business park from Romania, which is not very well communicated with the local transportation network. Though, the employees find it hard to commute and to arrive to their work place. A previous analysis of the national culture, showed that in Romania, it is very common that the companies which are located outside the living area, would offer their employees a free and private line transportation from their homes to their work places. Due to the influence of the national culture on the organizational culture, so on the projects one, PepsiCo considered that the implementation of a private transportation line may be a good strategy in the attempt to increase their employees motivation. A project management team was nominated for the completion of a strategy regarding the implementation of a private transportation line for PepsiCos employees. The name of the project is Go4ward and it is sponsored by the CEO of PepsiCo. An important characteristic of this project is that it is a pilot project which will be implemented just in a single department which will be the production one. The period within it will be developed is 6 months. During this interval of time the employees will have to complete a Before and After questionnaire which will evaluate if they appreciate and use the new transportation line. This pilot project tries to increase the employees motivation and improve the work environment, though, after the analysis of the questionnaires results, the project team will be able to inform the top management if the new transportation line was an important factor in increasing this items. In case of a favorable result considering the employees motivation which will prove that this pilot project was efficient, the top management will decide whether to permanently implement this transportation line within all companys departments. Our main goal is to develop and execute a pilot project which aims at organising and implementing a private transportation network for PepsiCos production department employees in order to try to increase their motivation and to improve the work environment. Go4ward pilot projects objectives are: to respect the budget given by the sponsor: 95,000 Euro; to plan, execute, monitorcontrol and close within 6 months; 80% of the targeted employees use the new transportation line. Once the implementation plan was drawn, the project management team needed a final approval from the CEO in terms of allocated budget and other delivarables. For this purpose, a meeting was schedueled having as participants: PepsiCos CEO Project management team representatives III. Stages of the negotiation process 1. Preparation The main topic which requires attention is the final budget of the project. Initially, after presenting the project charter to the CEO, the allocated budget was 95,000 à ¢Ã¢â‚¬Å¡Ã‚ ¬ but due to the economic crisis the market is facing, he decided to decrease it. That is why we developed the work-breakdown structure and according to this we splited the budget allocation into several phases. WBS Dictionary: WP 1 DATA ACQUISITION WP 2 COMMUNICATION CAMPAIGN WP 2A INTERNAL MARKENTING WP 2B DEPARTMENT MEETINGS WP 3 TRANSPORTATION WP 3A CONTACTING THE PROVIDERS OF THE BUSES WP 3B HIRING DRIVERS WP 3C ESTABILISHING ROUTES WP 4A LAUNCHING THE CONTROLLING PROCEDURE WP 4B ANALISYS OF THE RESULT WP 5 PROJECT MANAGEMENT WP 6 LEGAL ISSUES WP1 600 Euro WP2 300 Euro WP3 85560 Euro WP4 1560 Euro WP5 1500 Euro 90,020 Euro 1,500 Euro 91,520 Euro 750 Euro 92,270 Euro WP6 500 Euro Cost Budget Management Reserves (7%) Cost Baseline Contingency Reserves Project estimates Work package estimates BATNA In order to decide our BATNA we had to make an analysis of the work packages and to establish their level of importance and availability for lowering their initially allocated budgets in order to meet the CEOs requirements and our as well. Following the analysis, we concluded that the most important can be realized at the level of WP3 which regards transportation issues such as bus acquisition, drivers and routes. Our BATNA for this work package is 70,000 à ¢Ã¢â‚¬Å¡Ã‚ ¬. For the rest of the work packages we also established that a decrease can be made as follows: WP1: 500 à ¢Ã¢â‚¬Å¡Ã‚ ¬ WP2: 200 à ¢Ã¢â‚¬Å¡Ã‚ ¬ WP4: 1400 à ¢Ã¢â‚¬Å¡Ã‚ ¬ WP5: 1300 à ¢Ã¢â‚¬Å¡Ã‚ ¬ WP6: 350 à ¢Ã¢â‚¬Å¡Ã‚ ¬ Considering these modifications, the final project estimates 73,750 à ¢Ã¢â‚¬Å¡Ã‚ ¬. Adding the Contingency Reserves we reach 75,250 à ¢Ã¢â‚¬Å¡Ã‚ ¬ cost baseline level. To sum it all up the BATNA regarding the allocated budget is 76,000 à ¢Ã¢â‚¬Å¡Ã‚ ¬. KEY ISSUES (regarding the allocated budgets) Essential: WP1, WP2, WP3 Important: WP6 Desirable: WP5 Throwaways: WP4 Data Transportation Communication Tools Weak time and cost estimation Improper use of questionnaires Poor communication campaign Failure in establishing routes Employees will not get convinced by campaign Poor data acquisition As preparation for the project we also provided the CEO with a risk analysis (illustrated below), quality plan and acqusition plan. 2. Opening session The negotiation situation which will be described, concerns the allocated budget for the implementation of a private transportation line for PepsiCo employees. In order to describe the negotiation process better it is necessary to answer to the following questions: WHO speaks for each party, is authorized to make/reject offers, and how many people will be on each team? WHERE will negotiation take place, and what will be the seating arrangement? WHEN will negotiations begin, and how long will sessions last? HOW will offers be made, issues included in the discussion? WHAT form of final agreement is acceptable (handshake, verbal, written, notarized)? The project management team will be represented by two members, namely the team leader and the HR Manager. The CEO himself will represent the other party of the negotiation process. According to their positions within the company, both parties are entitled to make decisions with respect to the ongoing topic. The negotiation will take place at the Romanian PepsiCo headquarter and is intended to be concluded at the end of the session. The main aspects included in the discussion will be the key issues presented above, all of them regarding the budget allocation. The offers will be made considering the work break-down structure, risk analysis and qualtity plan. The final agreement will be written and signed by both parties for the further implementation. The CEO established his BATNA at the level of 80,000 à ¢Ã¢â‚¬Å¡Ã‚ ¬ and made it clear that no budget extension would be possible. The project management team representatives offer was of 85,000 à ¢Ã¢â‚¬Å¡Ã‚ ¬, decreased with 10,000 à ¢Ã¢â‚¬Å¡Ã‚ ¬ comparing with the initial approved budget. The issues included in the discussion were: WP 1 DATA ACQUISITION WP 2 COMMUNICATION CAMPAIGN WP 2A INTERNAL MARKENTING WP 2B DEPARTMENT MEETINGS WP 3 TRANSPORTATION WP 3A CONTACTING THE PROVIDERS OF THE BUSES WP 3B HIRING DRIVERS WP 3C ESTABILISHING ROUTES WP 4A LAUNCHING THE CONTROLLING PROCEDURE WP 4B ANALISYS OF THE RESULT WP 5 PROJECT MANAGEMENT WP 6 LEGAL ISSUES It has to be mentioned that all these aspects were strictly discussed with respect to the allocated amount of money for each work package. 3. Bargaining The common goal of the two parties was the implentation of the private transportation line in order to try to increase the employees motivation. As a result there were several compatible goals that the project management team and the CEO had and did not need any bargaining. The main compatible goal was represented by the importance of the marketing campaign and internal communication for the success of the project. Since the CEO had a special interest in meeting his employees expectations and raising their motivation, he immediately agreed with the budget we proposed for WP2, namely 300 à ¢Ã¢â‚¬Å¡Ã‚ ¬. Also, the legal issues were seen as a compatible goal since the company is known for its compliance with the current regional lesiglation. Also, the budget allocated for the project management team was not questionable, considering that the CEO was satisfied with the work delivered up to that moment. However there were several issues that had to be traded upon in order for the project management team to obtain the desired budget. The main discussed aspect was the transportation budget which happened to be the largest within all work packages. The CEO considered that the company did not need new vehicles, taking into consideration that the project was just a pilot one and nobody could insure the increase in the employees motivation, one of the primary goals of Go4ward Project. Still, the project management team tried to convince the CEO that new vehicles would be more efficient for the company in terms of depreciation in the event the project would turn into a great success. However, the CEO intervened again, highlighting the fact that employees would be grateful for the new facility but they will not be necessarily interested in the vehicle brand, as long as the buses are safe, reliable and with updated and checked technical requirements. In conclusion, the budget for the transportation was decreased from 85,560 à ¢Ã¢â‚¬Å¡Ã‚ ¬ to 72,000 à ¢Ã¢â‚¬Å¡Ã‚ ¬, pointing out that second hand vehicles will be purchased. Considering the data aquisition work package we established the final amount of money at 500 à ¢Ã¢â‚¬Å¡Ã‚ ¬, due to the fact that no further decrease could have been made, taking into account that this work package was of an utmost importance for the development and implementation of the project. The WP4 was decided to be realized also by the project management team, even if firstly it was considered a throwaway issue, the allocated budget being 1500 à ¢Ã¢â‚¬Å¡Ã‚ ¬. 4. Settlement Following the negotiation process, the two parties reached the agreement outlined below: WP1: 500 à ¢Ã¢â‚¬Å¡Ã‚ ¬ WP2: 300 à ¢Ã¢â‚¬Å¡Ã‚ ¬ WP3: 72,000 à ¢Ã¢â‚¬Å¡Ã‚ ¬ WP4: 1,500 à ¢Ã¢â‚¬Å¡Ã‚ ¬ WP5: 1,500 à ¢Ã¢â‚¬Å¡Ã‚ ¬ WP6: 500 à ¢Ã¢â‚¬Å¡Ã‚ ¬ The final budget of the Go4ward Project was settled to be 78,750 à ¢Ã¢â‚¬Å¡Ã‚ ¬, fact which led to a win-win situation considering the BATNAs of the two parties. III. Conclusions Considering all the aspects of the negotiation process, it can be concluded that the negotiation proved to be a real success due to the fact that the main goal of the two parties was the approval of a appropriate budget that would allow the further implementation of the project. The negotiation resulted in a win-win situation, as the CEOs imposed budget was observed while the project management team accomplished to obtain a larger amount of money then their minimum expectations. Both parties were willing to reach an agreement as easy as possible, but according to the budget limit imposed by the General Manager. They both proved to have a mixture between collaborating and compromising conflict styles within the negotiation process there were several compatible desires, which significantly helped the parties to reach an agreement meeting the deadline; however, there were also severasl aspects that required bargaining in order to reach the best alternative. To conclude, the negotiation process was a success overall. Still, there was clear room for improvement in some areas, namely more money could have been obtained from the CEO for the project management work package (for a better access to resources needed to accomplish the project objectives). IV. References 1. www.pepsico.com 2. www.wall-street.ro 3. Negotiation Techniques Seminars and Lectures 4. Project Management Lectures, La Salle Summer School, Barcelona, 2010

Rizal as Inspiration

There is nothing wrong to study Rizal’s works and doings. For me, it’s a good thing to know and understand his history. Rizal became a hero because of his accomplishments not because he was made to be. In his writings, he mentioned characters and scenarios related in reality. It focuses his ideals and misery in our country. Indeed, he is an inspiration but only some people sees that. Many Filipino knows Rizal is our national hero and being a hero is what they knew about him and that is wrong. It is more than that. It is not enough only knowing him as a hero. We should also understand and learn something from him.Fighting for a freedom of a country is not a simple thing. I know you will needed so much courage, knowledge and a presence of mind. Like him, he used the power of his mind to fight for good and that’s we should try to imitate from him. The social cancer Rizal mentioned still exist today and we are the one living in present so I think we should at same as him. But not literally same. Being patriotic is also what made me inspire him. His selfless love in our country is remarkable. The values he has is also what we need to have. He inspired readers through his words. His real words.Rizal has become the constant model that inspires man and woman across the land to dream and work for its realization no matter the cost is brings for the sake of nationhood and promoting the liberty for the people. He also proven education is the answer to our struggle nation. So we student should value education because in the future we are the one who will get benefit from it. That’s why I will strive hard to get my diploma because I believe someday I can also do remarkable things for our next generation. Education will helped us broadened our minds, so that we’re not confined to our countries and comfort zones anymore.

Essay on A Study of Hygiene of Students in Nigeria

The present study was cross sectional study conducted in private primary school , Belgaum city. Our study includes 400 children between 10 to 12 years age group. Out of 400 students maximum number of students were aged 11years (49%) followed by 10 years (38.8%) and least were 12 years (12.3%). These results of our study (Table No.1) are similar to a study conducted by Oyibo PG, in primary school children in Abraka, Delta state, Nigeria, showed that majority of the children belong s to 9-11 years (58%), while 26.1% and 15.9% of them were in the age group 6 to 8years and 12-14 years respectively.(2) similarly a study done by Behera B, Jena SK, Shakthipriya A.M, Behera AA, Samal S, in rural school Puducherry, maximum children were 13†¦show more content†¦In our study there is no any association between age and knowledge about personal hygiene P value is (0.968) (Table No. 5). In contrast, a study was conducted by Dr. Sherin N, Dr. Aziz KF, Dr. Abdulla SA, in Ebril city, show ed that there was significant association between age and their knowledge about personal hygiene P value is (0.010)(3). This could be due to awareness about personal hygiene in all age group in school children in present study area. In our study 18.80% of boys and 26.10% of girls had good knowledge about personal hygiene, followed by 63.50% of boys and 53.70% of girls had average knowledge about personal hygiene (Table no.6) . Whereas, all religious group students had average knowledge about personal hygiene, Hindu (59.80%), Muslim (61%) and Christian (63%) (Table No.7). There is no such comparison in other available studies. In our study, 64.5% of students showed average practice of personal hygiene (Table No. 8). Which is more than in a study done in Nigeria and they found average practice of personal hygiene recorded among children was 54.9 %( 2). In our study, there is no statistically significant association observed between age and practice of personal hygiene. The maximum stu dents from all age group 10 years, 11 years and 12 years showed average practice of personal hygiene (68.4%), (62.2%) and (61.2%) respectively. Followed by good practice of personal hygiene (20.6%), (27.6%) and (24.5%) and least of poor practiceShow MoreRelatedA Study of Personal Hygiene in Nigerian Students Essay676 Words   |  3 Pages†¢ A descriptive study was carried on knowledge and attitude of pupils in some of primary school regarding personal hygiene in Ebril city 2011. Questionnaires were reviewed by 10 experts in nursing field for validity. Results revealed 94% of students know the requirement of personal hygiene, the majority of them also knew the importance of hand washing pertaining to disease prevention and for good health. The results also concludes that 60% of them believed that clean and neat cloths is importantRead MoreHealth Education and Hygiene in Kenya Essay621 Words   |  3 PagesREVIEW OF LITERATURE WORLD AND SEA SCENARIO: †¢ An interventional study was conducted to assess the knowledge and practice of school based safe water and hygiene program among students and their parents in western Kenya, 2006. Study revealed that, 78% schools reported they provide water to their students and 22% of schools were having ‘Leaky tins’ for hand washing. Whereas,73% of parents washed their hand before eating, 45% after defecating and 29% before preparingRead More Water, environment and sanitation Essay1144 Words   |  5 Pagesimprove water supplies and sanitation facilities in schools and communities, and to promote safe hygiene practices. All UNICEF water and sanitation programmes are designed to contribute to the Millennium Development Goal for water and sanitation: to halve, by 2015, the proportion of people without sustainable access to safe water and basic sanitation. Key strategies for meeting the water, sanitation and hygiene challenges are to: „Xnbsp;nbsp;nbsp;nbsp;nbsp;Accelerate access to water and sanitationRead MoreGlobal Data On Visual Impairment1144 Words   |  5 PagesHealth Organ 88(11); pp. 844-51////////////////////////////////// Resnkoff, S., Pascolini, D., Etya’ale, D., Kocur, I., Pararajasegaram, R and Pokharel, G.P (2004) Ritchie, J and Lewis, J (2003) Qualitative Research Practice a guide to Social Science Students and Researchers. London: Sage Publications./////////////////////////////////////////////// Robinson, A. (2002) VIP Latrines in Zimbabwe from Local Innovation to Global Solution Field Note 4 in the Blue-Gold Series of Water and Sanitation Programme-AfricanRead MoreAn Analysis of the Key Factors That Influence the Levels of Motivation of Staff a Case Study of Allied Associates Co6823 Words   |  28 PageshhOXFORD BROOKES UNIVERSITY Research and Analysis Report An analysis of the key factors that influence the levels of motivation of staff A case study of Allied Associates Co By Everestus King ACCA Student Reg. No.: 1316312 September, 2008 6,007 words OXFORD BROOKES UNIVERSITY RESEARCH AND ANALYSIS REPORT TABLE OF CONTENT Content Read MoreEffect of Cigarette Smoking Essay2834 Words   |  12 Pages7HW019 Health Protection and Health Improvement Postgraduate Block 2 2011/12 Student Name: ILONZO MBANEFO CHIBUZOR Student Number: 1120352 Assessment 1 Feedback Overall Marking Criteria | A | B | C | D | E | F | Ability to synthesise and evaluate current evidence on a specified public health topic is demonstrated | | | | | | | Demonstration of sound understanding of the nature and scope of the public health topic | | | | | | | Demonstration of critical understandingRead MoreThe History of Agriculture in Nigeria from the Colonial Era to the Present Day4122 Words   |  17 PagesTHE HISTORY OF AGRICULTURE IN NIGERIA FROM THE COLONIAL ERA TO THE PRESENT DAY The agricultural history of Nigeria is intertwined with its political history. This is discussed broadly in the context of the varying constitutional frame works, viz: Colonial, the Internal Self Government and the Post-1960 periods, according to sectors. Crop Production: The period of the colonial administration in Nigeria, 1861-1960, was punctuated by rather ad hoc attention to agricultural development. During the eraRead MoreGirl Child Education2659 Words   |  11 PagesGirl Child Education (GCE): A statement of FACTS By Dr Osita Excellence O. Oleribe. President, Anti-Child Abuse Society of Africa (ACASA), Abuja, Nigeria; being a paper presented at NYSC/ACASA organized community awareness campaign on Girl Child Education in Katcha, Katcha LGA, Niger state, Nigeria. Preamble: Extreme poverty, mass illiteracy, large scale ignorance, high maternal mortality and fertility rates, child wastages and lack of access to health, education and social services may sound farRead MoreReady For Eat ( Rte )3235 Words   |  13 Pagesof good manufacturing practices of food including good sanitary measures and proper handling have been transferred from individuals/families to the food vendors who rarely enforce such practices (Musa and Akande, 2002; Clarence et al., 2009). In Nigeria, most of these products are stored under non-hygienic conditions. They are often displayed in open trays or container in the market or are hawked along the street and major runways. Contamination of food can occur at any point in the production chainRead MoreAssess critically the contribution that scientific management makes to the experience and management of contemporary work3091 Words   |  13 Pagesresponsibility, opportunities for personal growth. These are intrinsic to the job itself. Hygiene factors: These comprise issue as the nature of supervision and supervisory style, the level of pay, working conditions, and interpersonal relations. These are extrinsic to the job. For Hertzberg it was only the motivator factors that have the potential to generate satisfaction and motivation. If hygiene factors are improved, they do not result in improved motivation, but if removed, will result

Gone Baby Gone Essay - 1718 Words

Gone Baby Gone directed by Ben Affleck is centered on the kidnapping of a four-year old girl named Amanda. This movie is based in Boston in the Dorchester area. Even though this movie is centered on a kidnapping, there are other crimes being committed. In this film there is abuse of justice, negligence, police corruption, child molestation, drug abuse, and murder. Each of the main characters in this film commits a crime. The main characters in this film are Patrick Kenzie; the private investigator, Jack Doyle; the leader of Crimes Against Children Taskforce, Remy Bressant; a police officer, Lionel McCready; Helene’s brother who is married to Bea McCready and hires Patrick, Helene McCready; Amanda’s mother who uses drugs and†¦show more content†¦The crime theory associated with Kenzie is Deterrence Theory. He made good choices and bad choices out of freewill. But overall Patrick wanted to find Amanda and bring her back to Helene. Toward the end of the film his resolve to bring Amanda back to her mother is shown. He finds Amanda living with Doyle and Amanda is returned to her mother. But it cost him though; Angie gave him a choice. She would leave him if he decided to take Amanda away from Doyle and return her to her mother. Patrick choose the latter and his relationship with Angie ended. Lionel is Helene’s brother and Amanda’s uncle. In the beginning of the film Lionel and his wife Bea hired Patrick and Angie to find Amanda. At first Lionel acts like a concerned family member, but his involvement in the kidnapping of Amanda is found out in the later parts of the film. Lionel and Remy had conspired to stage a fake kidnapping in order to take Cheese’s drug money for themselves and to save Amanda from her mothers bad parenting. He was also going to split the ransom money along with Remy Bressant. The crime theory this associated with Lionel is Rational Choice theory. The central assumption involved in Rational Choice the ory is â€Å"crime is a†¦ reasonable alternative to other less palatable and possibly more costly outcomes†. He was motivated on providing Amanda with a better life away from her drunkard mother. In his eyes he was going to provide his niece with aShow MoreRelatedEssay on Gone Baby Gone 1052 Words   |  5 PagesGone Baby Gone Dennis Lehane writes satisfyingly complex and disturbingly violent crime fiction that often crosses into thriller territory. These are not, however, cheap thrills. Even in their goriest moments, his books are grounded in rich, real-life detail. Lehane knows Boston and its denizens, and he captures the city’s subcultures beautifully -- from the hushed refinement of the old-money suburbs to the grittiness of tacky motels and bail-bond agencies. He has a unique way of presentingRead Moregone baby gone Essay615 Words   |  3 Pages Gone Baby Gone Analysis According to Kant Theory I’m going to talk in this assignment about the movie: Gone Baby Gone; which is an incredible, fresh, and real film, and its relation with Kant theory. In this movie characters are rich and alive; the story is compelling, surprising, and not at all predictable. Kant said that one must have a respect for the moral law that is expressed in the intention, and I think that Patrick’s intentions were good because he didRead MorePhilosophical Analysis of Gone Baby Gone Essay1744 Words   |  7 Pagesindividual on the planet must grapple with this moral confusion in an attempt to find unique solutions to everyday dilemmas. In Affleck’s drama Gone Baby Gone, two very notable philosophies collide head on, and the protagonist must choose between the two to find the solution that he feels is ‘right.’ In Affleck’s brilliantly rendered drama Gone Baby Gone, a young girl is abducted from her mother, in a blue collar area of Boston, Massachusetts. Patrick Kenzie and his girlfriend are private investigatorsRead MoreGone, Baby, Gone591 Words   |  3 PagesLibrary Assignment: Kant’s Categorical Imperative (Deontology) Movie: Gone, Baby, Gone The categorical imperative is something we are fundamentally required to do irrespective of how we feel about doing it, and even if others around us are telling us to do something completely different. In other words, we must always do this. The categorical imperative is also a priority, which means it will always be and have always been morally good. As such, we have a duty to recognize, and accept, itsRead MoreGone Baby Gone By Ben Affleck1031 Words   |  5 Pagesdrastic decisions. Moral standards play a giant role in everyday life as well as the movie Gone Baby Gone. Gone Baby Gone is a movie directed by Ben Affleck which deals with many moral issues. Through the movie, we see that morals are violated left and right. For example, Patrick Kenzie would go to drastic measures to ensure Amanda got back safely to her mom. Another morality issue visible in Gone Baby Gone is the fact that Lionel knowingly sabotaged his family. A final morality issue in the movieRead MorePersonal Narra tive : My Best Friend1328 Words   |  6 Pagesimagine living 1,300 miles away. Growing up, we were resentful of each other. We used words and actions to get our point across. Not only did we slap each other, but also kicked and punched. I cried even if it didn’t hurt, that was me being a baby. My dad would scoop me in his arms and at the same time, discipline my sister. It was satisfying if you had asked my 8 year old self. Later on, Madison turned into my soul mate, as I began middle school, up until she had graduated high school.Read MoreSymbolic Meaning of the Land in Gone with the Wind6993 Words   |  28 PagesSymbolic Meaning on the Land in Gone with the Wind Abstract: The study of Gone with the Wind has mainly concerned with such aspects as the historical background of the American Civil War, the relationship between slave owners and slaves, Scarletts remarkable personality, and the conflicts between north and south cultures. Many more people read it as a love story. This thesis aims at analyzing the symbolic meaning of the land in this masterpiece to interpret this novel better. With applicationRead MoreEssay on Gone With The Wind1059 Words   |  5 PagesGone With the Wind The novel being summarized is titled Gone with the Wind, written by Margaret Mitchell. It was published in 1936, after it took her seven years to write, and won a Pulitzer Prize in 1937. Gone with the Wind was the only book Ms. Mitchell wrote and is an American Classic. Gone with the Wind was a story of men and women living in the south during the war between the states and of the south’s transformation after the war. The novel began in about 1861 at Tara and Twelve OaksRead MoreBook vs Movie, Disappointment in the Difference of Gone with the Wind751 Words   |  4 PagesThe first time I saw the film adaptation of a book I had read, I was appalled at the changes that had been made to the story. Both â€Å"Gone With the Wind†, the movie, and â€Å"Gone With the Wind†, the book, tell an epic story of life in Georgia at the time of the Civil War and Reconstruction Era and the effect of the war on the life of a spoiled Southern belle, Scarlett O’Hara. But t here are significant differences in the characters, events and perspectives that made me realize that a screen adaptationRead More The Character of Scarlet in Gone With the Wind Essay1461 Words   |  6 PagesThe Character of Scarlet in Gone With the Wind  Ã‚     My Dear, I dont give a damn, (718) Rhett Butler says this infamous quote to Scarlet OHara at the end of Gone With the Wind (1934), when the woman has finally poured her soul to him. The novel Gone with the Wind (1934) by Margaret Mitchell is a classic about the hard times suffered during and after the Civil War. Scarlet lives in the Confederacy and everyone there is for fighting for his or her noble Cause. The young southern belle Scarlet

Capital Punishment An Effective Tool - 1493 Words

Capital punishment has been a subject of public debate, since the time the practice of the death penalty was implemented into the legal system. With the number of historical occurrences, it was widely acknowledged that the administration of capital punishment remains to be an imperfect embodiment of governmental power. Many studies in the context of criminological analysis have provided statistics, although inconclusive, regarding capital punishment as an effective tool in terms of deterrence. It was generally assumed that the death penalty is likely to deter more than other punishments because people fear death more than anything else, however, such notion was largely criticized by many scholars and criminal justice professionals. Therefore, the question of whether capital punishment is justified or stands as a legalized murder, whether the death penalty is a fair solution or a moral failure remains to be open, creating more and more dispute within the community. Given that prosecut ors exercise broad discretion within the intricacy of rules when deciding upon cases that merit capital punishment, understanding prosecutorial decisions is crucial, as it is directly connected to the legitimacy of the justice system and the amount of public esteem that citizens place upon judicial institutions. The history of the death penalty in America can be divided into several periods: first, from the colonial period to the adoption of the Constitution and the Bill of Rights; second, theShow MoreRelatedPersuasive Essay for Pro Capital Punishment1283 Words   |  6 PagesPersuasive Essay Why Capital Punishment Should Remain in Effect Stefanie Ridgway DeVry University, ENGL 112 Professor Adams April 19, 2010 Capital punishment, otherwise known as the death penalty, has been effective tool in our country’s justice system since its inception. When an inmate is given this, the harshest sentence available, it is always with just cause. Capital Punishment is an important tool in our criminal justice system today and there are several reasons it should remainRead MoreThe Death Penalty Debate Essay746 Words   |  3 PagesSome people think it is wrong; however, a close look into the matter will show it is the right thing to do. The Bible states thou shall not kill but it also states an eye for eye. The death penalty is the worst and most deserved punishment for those who choose to take a life. There is no excuse for a life to be taken; therefore, the murderer should be punished to the full extent. Imagine a loved one of yours is brutally murdered; how would you feel? How much pain wouldRead More Capital Punishment: The Best Solution Essay703 Words   |  3 PagesTherefore, it is only a necessity, but also an obligation to get rid of those who impose threat or harm to any individual. Capital punishment is not always the most appropriate solution, but given the circumstances, it may be the most effective way to deal with criminals who threaten society. First of all, capital punishment would reduce taxes and makes prisons a much more effective place to hold criminals. This causes life imprisonment to become practically obsolete and prisons will be capable ofRead MorePhilosophy Ethics and the Death Penalty1083 Words   |  5 PagesVan den Haag strongly contends the need for capital punishment in our society in his article. Van den Haag provides a substantial amount of convincing facts and information to support â€Å"The Ultimate Punishment†. Van den Haag discusses such topics as maldistribution, deterrence to society, miscarriages of the penalty, and incidental and political issues (cost, relative suffering, and brutalization). The death penalty is indeed the harshest/ultimate punishment a convicted criminal can receive in our societyRead MoreCapital Punishment a Reasonable Deterrant Essay1164 Words   |  5 Pages78-year-old Pelke thirty-three times with a twelve-inch butcher knife that she had brought along. Mrs. Pelke recited the Lord’s Prayer as she died while the girls left with thirty dollars to play video games (Guernsey 12.) The debate over capital punishment is fairly recent in comparison to history. Most ancient civilizations agreed that certain crimes should be punishable by death. Most of the civilizations that have existed endorsed the retaliation of the death penalty as well as the fact thatRead MorePunishing Criminals by Death Will Deter Future Crimes...or Not?1216 Words   |  5 Pagesdeterred by the imposition of death penalty as a tool used by the system of justice. The essay states some of the research that has been conducted with the intention of proving that capital punishment can deter crimes. This paper points out the effects and imposition of capital punishments on criminal activities. The paper finally makes a conclusion on the issue of capital punishment as deterrence. Introduction Many people assume that punishment by death will prevent crime, but if that wasRead MoreTruman Capote Arguments On Capital Punishment811 Words   |  4 PagesTruman Capote’s Argument on Capital Punishment In Truman Capote’s Novel, In Cold Blood, Capote synthesises the writing techniques of a reporter and an author to tell the horrific and true story of the Clutter family murders. Capote uses comparison, selection of detail, and understatement to pose his argument that capital punishment is not a correct practice. Upon murdering the Clutter family, Perry Smith and Richard â€Å"Dick† Hickock are housed in a jail as they await their trial, which would bestowRead MoreToughts on the Capital Punishment1646 Words   |  7 PagesCapital Punishment On June 1, 1985 Kathy Wilhoit was murdered. Greg Wilhot was left a single father to care for his four months old and fourteen months old. Nearly a year after Kathy was murdered Greg was accused, arrested and charged with the murder. The evidence to convict Greg of murder was a bite mark on Kathy’s body, that two dental â€Å"experts† matched with Gregs bite. This man was behind bars with two young daughters at home, so his parents decided to hire one of Oklahoma’s â€Å"best† defenseRead MoreCapital Punishment And The Death Penalty1643 Words   |  7 Pagescommitted daily. Watching the news, listening to the radio or reading a newspaper shows proof of this cruelty. So what can be done about these criminals? Capital punishment has been exposed throughout history; â€Å"In the Jamestown colony of Virginia in 1608, Captain George Kendall was hanged for the capital offense of treason. Among other serious capital crimes in colonial times were murder, rape and witchcraft† (Fridell). The death penalty has been under discussion for some time. While there are many supportersRead MoreCapital Punishment Should Be Illegal1613 Words   |  7 Pages Why Capital Punishment should be illegal? The Constitution that governs our laws in America is there to protect all of the people and that includes the criminals that are on death row. The death penalty materially violates the constitutional ban against cruel and unusual punishment, the guarantees of due process of law, and of equal protection under the law. (Bedau, Hugo Adam, The Case Against the Death Penalty) This is the reason why capital punishment should be illegal in all fifty states

Customer Relationship Management Systems Free Essays

string(215) " the system also facilitates the marketing team of an organization to construct and design specifically targeted and effective marketing campaigns which may help increase the profitability of a firm \(Bose, 2002\)\." Abstract: Customer relationship management systems are used in the contemporary business environment to facilitate relationship marketing and other practices, which help firms enhance relationships between themselves, their customers, suppliers, employees, and other partners in their business processes. CRM systems provide all parties with vital information which helps make operations more efficient and enhances profitability. However, CRM systems also have drawbacks. We will write a custom essay sample on Customer Relationship Management Systems or any similar topic only for you Order Now This paper discusses the advantages and disadvantages of CRM systems and illustrates the mentioned concepts through a case study upon Dell. Introduction: A few decades ago, customers would personally go to supermarkets or other stores where they had previously purchased products or availed a service in order to either register complaints, to inquire about other products and services, or in order to purchase the product or book the service again. Likewise, businesses would attempt to observe and manually record which items left their shelves sooner and which items were less popular with customers amongst other data such as sales figures, regular purchasing patterns of customers, and how many customers were satisfied/dissatisfied with a product/service (Reinartz, Kraft, Hoyer, 2004). While it previously took weeks or months for businesses to attempt to gather this information, such information is now available to businesses within seconds. However, the benefit of convenience is not only limited to businesses as customers also enjoy the facility of lodging complaints, asking questions, placing orders, and getting a fully personalized cu stomer service based upon their interests and preferences. While some customers enjoy the fact that businesses are aware of everything about them including their birthdays and the number of members in their family, some customers are not as enthusiastic about this sphere of customer relationship management software systems. Accordingly, customer relationship management software systems have their respective advantages and disadvantages (Chen Popovich, 2003). This paper will discuss the manner in which customer relationship management systems have revolutionized e-business practices and integrated people, processes, and technology both within and across organizational contexts followed by a discussion of the best practices of firms using customer relationship management systems. The paper will then continue to discuss the challenges posed by the customer relationship management system and the social implications of its use with specific emphasis upon privacy issues. A case study of Dell will be provided further in the paper in order to illustrate the applicable concepts mentioned. The paper will conclude with a summary of the main points emphasized in the paper and recommendations for improvements in the use of customer relationship management systems. Customer Relationship Management Systems and Their Effect on E-business: â€Å"E-business is an overall strategy which enables the proper management of business functions including time cycle, speed, globalization, enhanced productivity, reaching new customers and sharing knowledge across institutions for competitive advantage† says Lou Gerstner, CEO IBM (Lecture 2). Previously, businesses were not properly aware of what their customers needed and attempted to fulfil those needs and wants through guesswork or by asking a few customers what they preferred over what they did not desire in a product. Thus, managers recorded customer complaints in registers and attempted to resolve them eventually, while this process often resulted in delays over months. However, the implementation of e-business systems and the widespread use of e-commerce have enabled the introduction of customer relationship management systems, which include the â€Å"methodologies, software, and communication capabilities, that help organizations to structure and manage their custo mer relationships and interactions with the objective to increase customer satisfaction with the organisation’s products or services† (Lecture 3). Therefore, customers are now able to access reliable, accurate, and vital information regarding the products and services that they have used with the click of a mouse (Bose, 2002). Customer relationship management systems have benefitted firms by integrating people, processes, and technology to increase the level of efficiency in organizations and enabling firms to use customer information to their advantage. The system enables the production of a customer database recording all customer details and creating a customer profile, which provides the company with details regarding the customer’s needs and frequent purchases. While previously companies would attempt to sell the same product to every customer in the same manner, customer relationship management systems allow the information regarding customer preferences to be used to differentiate and specifically target the firm’s products to a customer (Payne Frow, 2005). Customer relationship management systems are not only used to remain in communication with customers, but are used as a tool to connect a firm’s customers, distribution channel members, suppliers, and other similar parties within the same platform and maximising all of these relationships to increase profitability in the business. This is done through the various features of the customer relationship management systems which provide vital information for all of the parties involved in the business, thus making the conduction of business more convenient, information easily accessible, and operations efficient and cost-effective (Payne Frow, 2005). For example, the sales force automation function of customer relationship management systems provides information on customers, previous deals, and competitors to support the sales force of the team. Thus, the system helps the sales force of the firm perform their job more effectively and also provides the suppliers of the business i nformation regarding customer preferences and the products in highest demand amongst different target groups. Other functions of the system include customer service and support systems, which enable customers to track their orders, monitor their requests, and enables managers to reply to customer queries promptly thus aiding both customer service personnel and customers to fulfil their functions with ease. Field service is a function that allows remote staff to quickly and effectively communicate with the customer service personnel to meet individual needs. Thus, the customer relationship management system provides information to remote staff regarding customer needs in order to enable them to meet them more adequately (Jayachandran et al, 2005). The marketing automation function of the system allows up-to-date information on customers’ buying habits to enable the construction of effective marketing campaigns. Accordingly, the system also facilitates the marketing team of an organization to construct and design specifically targeted and effective marketing campaigns which may help increase the profitability of a firm (Bose, 2002). You read "Customer Relationship Management Systems" in category "Essay examples" Therefore, the customer relationship management system provides information for several parties involved in the business process and thus integrates the use of technology with people in order to improve and enhance business processes. This is one of the main reasons that customer relationship management systems are becoming highly popular amongst firms. The use of the system enables a firm to grow revenue, provide better customer service, introduce repeatable and consistent sales processes, create new value and increase customer loyalty (Campbell, 2003). It also allows firms to implement the three phases of customer relationship management systems, which enables the acquisition of new customers, enhancement of the profitability of existing customers, and the retention of profitable customers for life. It enables the implementation of core customer relationship management processes including cross-selling and up-selling, direct marketing, customer support, and sales force automation. Thus, the use of these processes brings substantial improvements in marketing campaigns, product development, sales, and field service (Lin, Chen, Chiu, 2010). The use of customer relationship management systems has enabled firms to communicate within their organization, with customers, and across their organization to other firms, who may be members of the distribution channel or the firm’s suppliers, by sharing and gathering vital information regarding customers and processing this information to make it useful in the business process. The best practices of customer relationship management systems include well-establishment of organizational needs, good inter-departmental communication, the integration of front-end and back-office data-mining procedures, and the establishment of an up-to-date central warehouse of data (Oztaysi, Sezgin, Ozok, 2011). Many firms currently apply customer relationship management strategies through the implementation of social customer relationship management and the use of social media to get their message across to customers effectively. Platforms, such as Facebook, Twitter, and LinkedIn, are used in order to communicate with customers and advertise products/services to them (Bose, 2003). However, while the use of customer relationship management systems provides extensive advantages to a contemporary business, there are still challenges involved in the use of these systems. While many customers are now accustomed to buying products online, other customers are still highly wary of using such systems and exposing personal information on such websites. Moreover, while the people of some cultures prefer communicating via an electronic source, others are only satisfied with personal contact (Oztaysi, Sezgin, Ozok, 2011).These challenges will be discussed in the next part of this paper. Challenges of Customer Relationship Management Systems and Social Implications of their Use: In order to gather all of the data needed to meet customer needs and provide information to suppliers, sales force, managers, and other parties in the business process, the business needs to use the aid of cookies to track customer surfing details and to record what types of products customers purchase from other websites. The problem is that some customers regard this as an invasion of privacy and refrain from shopping online because they are aware that firms are monitoring their actions. Statistics show that 51% of shoppers are highly concerned about privacy online and 48% refrain from shopping online because of privacy issues (Lecture 3). This can pose serious problems for firms who want to efficiently use their customer relationship management systems and prevent customers from using spyware protection software, making the use of these systems redundant (Fan Ku, 2010). Other challenges posed by the use of customer relationship management systems include the lack of appropriate executive support as some customers feel that they do not receive adequate service online while some business executives also feel that these systems are not satisfactory for use in organizations and refrain from using them. Additionally, many firms lack rationale when they decide to use customer relationship management systems (Ang, 2011). For example, a firm who has a highly personal relationship with customers and thrives upon the personal contact that it enjoys with its customers may not benefit from the adoption of a customer relationship management system as it may lose the element of being able to personally attend to customers. Other problems with the use of customer relationship management systems include an inappropriate network infrastructure, user resistance, and the lack of cultural preparation of these systems (Fan Ku, 2010). One of the major flaws of CRM systems includes their lack of adaptability to different cultures. Contemporary business research has found that customers belonging to different cultural backgrounds tend to act differently when interacting with businesses and have varying preferences regarding the type of contact that they find suitable in business settings. While consumers belonging to masculine cultures may prefer or be comfortable with using technological solutions and communicating with customer service personnel online, customers belonging to feministic cultures may prefer more personal contact. Moreover, customers belonging to certain cultures may consider the invasion of privacy that these systems encompass highly inappropriate while customers from other cultures may believe it to be useful in helping them find the right product (Chen Popovich, 2003). Customer relationship management systems may also be hard to use for the company’s existing management and employees and they may resist a change to the use of these systems as it may involve a change in organizational culture. The appropriate implementation of these systems requires communication, culture, and coordination which helps employees adapt to the systems more appropriately (Campbell, 2003). It may be difficult to integrate the system with other departments in the organization, which will result in the adoption of the system to be expensive. The system may not coordinate well with other accounting and finance software which may cause the organization additional unnecessary expenditure in attempting to adjust the customer relationship management software with their existing technology, existing business processes, and the people associated with the business (Campbell, 2003). It is evident that while the customer relationship management system offers numerous advantages to firms and customers, there are specific challenges that the implementation of the system faces, especially in the realms of resistance shown by customers in allowing an invasion of their privacy. The next section of this paper will outline the manner in which Dell Inc. used customer relationship management software to its advantage and how it incorporated the system within its firm. Dell Case Study: Dell is a globally renowned company offering customers leading global systems and services and the company required the aid of a customer relationship management system to integrate its customers and other global sales teams with the business. Previously, the company used multiple systems, internally designed by the company, which were used in each of the regions that the company operated in. However, the company wished for a flexible and convenient system which was globally accepted and used widely. While the company aimed to find a solution themselves, it was proving to be highly expensive. Thus, the company implemented the use of SalesForce CRM, which is a software allowing the company to integrate with technological partners, customers, employees, and other agents in their business processes. The company required a solution to gather feedback from its 80,000 employees worldwide and also wanted to begin a global partner program in the near future for which it required an appropria te communication platform enabling it to efficiently and effectively communicate with potential technological partners. Thus, the use of SalesForce CRM integrated various departments within the organisation and also allowed the organization to communicate with other organizations using the same interface (Dell Case Study, 2011). The company solved several of its problems using the customer relationship management system which included communicating with approximately 3 million customers everyday and also collaborating with 80,000 employees worldwide. The use of the system enabled the company to extract the top ideas for innovation and better understand what customers were looking forward to by gathering and processing customer feedback on the system. Moreover, employees were also required to give innovative ideas for future technological solutions and business processes and this information was also automatically sorted by the system in order to show Dell’s business executives the most popular opinions. Top ideas were generated through comments and voting upon the posting of various opinions on the system (Dell Case Study, 2011). The company greatly benefitted from the implementation of this system as it generated over 2,500 ideas on innovation in the first week and approximately 700 ideas related to employee feedback regarding business processes. The company has been able to use vital customer feedback in order to design desktops and consumer notebooks and also left Windows XP as a pre-installed operating system in the computers because of customer demand. The technology implemented in the customer relationship management systems enabled the company to track main technological trends and develop products accordingly (Dell Case Study, 2011). Using the Salesforce CRM system enabled the company to integrate various players in its business processes via one platform and also enabled the company to design some its own software solutions which allowed the company to enhance its relationship marketing strategies. However, one of the problems that the company faced with the implementation and use of the Salesforce CRM system was user adaptation of the system. Teaching users worldwide how to operate the various functions that the system offered was an obstacle that the company overcame through offering training sessions on the use of the system and teaching employees and other users worldwide how to use the system within fourteen days. Thus, because Salesforce CRM is an easy-to-use system, users were able to adapt to the new technology easily and within a short period of time. Dell significantly benefitted from the use of the system and the system proved to be cost-effective, efficient, and highly beneficial in increasing the revenue of the company. Obstacles such as adaptation were overcome through the provision of training sessions and through company focus upon implementing and using the system. While the initial installation and provision of training for the system was expensive, the system aided Dell in collaborating with both employees and customers and enabled the company to devise its own technology. Moreover, the company did not use the system to â€Å"spy† on customers or invade their privacy which proved to be an added advantage. The system was used in various manners by the company to solve its current problems and can be used in other ways in the future. Thus, customer relationship management systems can prove to be an addition of value for a company and an important tool used to integrate processes, people, and technology to enhance re lationships within the organisation and outside the realms of the organisation as well. The next section of this paper will discuss the main points emphasized in the paper and provide recommendations regarding the use of customer relationship systems and for Dell Inc. Conclusion and Recommendations: There are various advantages associated with the use of customer relationship management systems which include the functions such as sales force automation, direct marketing, customer service, field service automation, and others. Hence, the use of such systems promotes convenience, access to information and information-processing, and enhances the efficiency of business operations. Moreover, it also allows the integration of people, processes, and technology. This has been illustrated in the case of Dell who use SalesForce CRM to integrate inter-department functions with other organizations that it wishes to partner with. However, the drawbacks of using customer relationship management systems include the issue of customer privacy, user resistance, lack of adaptability, and the inability to prepare the software for use by different cultures. Accordingly, it is recommended that customer relationship management software not be used in place of personal contact but can be used as an additional resource helping keep customers and businesses connected. However, businesses should frequently encourage personal and face-to-face contact with their customers and ask customers for feedback regarding products/services or their personal preferences instead of tracking customers’ surfing data through the use of cookies. If the business deems it necessary to track customer information through cookies, the company must aim to ask customers for permission and inform them that this will enable the business to serve them better through products customized and tailored to suit their needs. Additionally, customers must attempt to adapt the system to suit people of different cultures and nationalities in order to make the system suitable for use by all. In the case of Dell Inc. it is recommended that the company use its CRM system to freely communicate with clients, enable them to customize their computers, provide feedback, and can also use it to motivate employees. This can be done by using it as a portal to provide hard-working employees with recognition for their contribution to the organisation. The company can also use it as a marketing tool in order to inform customers of new products based upon their recent purchases. Thus, the company can use the CRM system for multiple purposes. References Ang, L. (2011). â€Å"Community relationship management and social media.† Journal of Database Marketing Customer Strategy Management. Vol. 18(1) pp. 31-38. Bose, R. (2002). â€Å"Customer relationship management: key components for IT success.† Industrial Management Data Systems. Vol.102(2) pp. 89-97. Campbell, A. J. (2003). â€Å"Creating customer knowledge competence: managing customer relationship management programs strategically.† Industrial Marketing Management. Vol. 32(5) pp.375-383. Chen, I. J., Popovich, K. (2003). â€Å"Understanding customer relationship management (CRM): People, process and technology.† Business Process Management Journal. Vol. 9(5) pp. 672-688. Dell Case Study (2011) Dell-Case Study. Accessed on: March 11, 2014 Available at: http://doblegroup.com/dell-case-study/ Fan, Y. W., Ku, E. (2010). â€Å"Customer focus, service process fit and customer relationship management profitability: the effect of knowledge sharing.† The Service Industries Journal. Vol. 30(2) pp. 203-223. Jayachandran, S., Sharma, S., Kaufman, P., Raman, P. (2005). â€Å"The role of relational information processes and technology use in customer relationship management.† Journal of Marketing. Vol. 69(4), pp.177-192. Lin, R. J., Chen, R. H., Chiu, K. K. S. (2010). â€Å"Customer relationship management and innovation capability: an empirical study.† Industrial Management Data Systems. Vol.110(1) pp.111-133. Oztaysi, B., Sezgin, S., Ozok, A. F. (2011). â€Å"A measurement tool for customer relationship management processes.† Industrial Management Data Systems. Vol. 111(6) pp. 943-960. Payne, A., Frow, P. (2005). â€Å"A strategic framework for customer relationship management.† Journal of Marketing. Vol. 69(4) pp.167-176. Reinartz, W., Krafft, M., Hoyer, W. D. (2004). â€Å"The customer relationship management process: its measurement and impact on performance.† Journal of Marketing Research. Vol. 41(3) pp.293-305. How to cite Customer Relationship Management Systems, Essay examples

Nonverbal communication in a chatroom Essay Example For Students

Nonverbal communication in a chatroom Essay Chat rooms are a great place to observe communication in action. All across the globe people of all ages are trading information back and forth. Some people go to chat rooms to talk to their friends; some go to do communication homework; some go to meet new friends, and some people even go to make fun of people. There are all kinds of reasons to go to a chat room, but very few are aware of all the invisible and visible aspects that are occurring in a normal chat room. There are so many chat rooms on the World Wide Web that it was difficult to find one that is suitable for you. I decided to check out the teen chat room at Yahoo.com. I just observed at first and noted some interesting things I saw. For example, someone typed in whats ^ today. Which in normal talk means What is up today. In one instance this is interpreted as a visible aspect, because the person who sent the message used letters and symbols for our eyes to see. At the same time though, it is an invisible aspect because not everyone would know what that meant. It has no real meaning except for the meaning that was invented for it on chat room lingo. There are many examples of this chat room lingo. The most popular one is probably lol, which means laughing out loud. The visible aspect is the actual letters lol, but that doesnt have any meaning to someone without a computer. If you do have a computer though it has meaning and you know the meaning from constant viewing of the phrase and that is an invisible aspect of communicating over the Internet. I attempted to spark some conversation in this chat room. First I wrote Hello everybody. No one responded to me though. My visible aspect seemed good enough to trigger conversation with at least one of the fifty-four teens logged into this particular chat room. But, what I didnt take into consideration was the invisible aspect that my statement carried with it. First of all I didnt address it to one specific person, which would give them more of an incentive to answer back. Using a private message would prove effective for a response as well. My statement also gives the recipients the idea that I dont know anyone in the chat room. If I did know somebody in the chat room, the logical thing to assume is that I would say hello to them people first. So the individuals who did read my first statement assumed just that, either consciously or subconsciously. I began to listen in on someones conversation, in so many words. It wasnt much of a conversation though. It consisted of two guys telling a girl she was fat in her picture and other sorts of ridicule while she defended herself. The visible aspect is the actual words on the screen and the fact that we know people are generating these words from a computer elsewhere. Next thing I did is tried to determine what they mean, or what they are saying without realizing how everyone interprets it differently. In my decoding of the fat jokes to the girl, I felt they are not confident in themselves, either in their physical appearance or feeling loved. For somebody to go in a chat room and pick on people must have very low self-esteem. The girl didnt back down, but she didnt appear to get upset either. She didnt retaliate once, which says to me that she is mature enough to accept who she is and isnt afraid about what other people think about her. Depending on how you decode messages, you may interpret something totally different than the next individual. This trait of communicating is the spice of life. It is what gives you your own preferences towards things like television and friends. Your favorite show depends on how the sent messages make you feel. The same with making friends. .u294ac97572fbbc37cdc6c449571dbedd , .u294ac97572fbbc37cdc6c449571dbedd .postImageUrl , .u294ac97572fbbc37cdc6c449571dbedd .centered-text-area { min-height: 80px; position: relative; } .u294ac97572fbbc37cdc6c449571dbedd , .u294ac97572fbbc37cdc6c449571dbedd:hover , .u294ac97572fbbc37cdc6c449571dbedd:visited , .u294ac97572fbbc37cdc6c449571dbedd:active { border:0!important; } .u294ac97572fbbc37cdc6c449571dbedd .clearfix:after { content: ""; display: table; clear: both; } .u294ac97572fbbc37cdc6c449571dbedd { display: block; transition: background-color 250ms; webkit-transition: background-color 250ms; width: 100%; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #95A5A6; } .u294ac97572fbbc37cdc6c449571dbedd:active , .u294ac97572fbbc37cdc6c449571dbedd:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #2C3E50; } .u294ac97572fbbc37cdc6c449571dbedd .centered-text-area { width: 100%; position: relative ; } .u294ac97572fbbc37cdc6c449571dbedd .ctaText { border-bottom: 0 solid #fff; color: #2980B9; font-size: 16px; font-weight: bold; margin: 0; padding: 0; text-decoration: underline; } .u294ac97572fbbc37cdc6c449571dbedd .postTitle { color: #FFFFFF; font-size: 16px; font-weight: 600; margin: 0; padding: 0; width: 100%; } .u294ac97572fbbc37cdc6c449571dbedd .ctaButton { background-color: #7F8C8D!important; color: #2980B9; border: none; border-radius: 3px; box-shadow: none; font-size: 14px; font-weight: bold; line-height: 26px; moz-border-radius: 3px; text-align: center; text-decoration: none; text-shadow: none; width: 80px; min-height: 80px; background: url(https://artscolumbia.org/wp-content/plugins/intelly-related-posts/assets/images/simple-arrow.png)no-repeat; position: absolute; right: 0; top: 0; } .u294ac97572fbbc37cdc6c449571dbedd:hover .ctaButton { background-color: #34495E!important; } .u294ac97572fbbc37cdc6c449571dbedd .centered-text { display: table; height: 80px; padding-left : 18px; top: 0; } .u294ac97572fbbc37cdc6c449571dbedd .u294ac97572fbbc37cdc6c449571dbedd-content { display: table-cell; margin: 0; padding: 0; padding-right: 108px; position: relative; vertical-align: middle; width: 100%; } .u294ac97572fbbc37cdc6c449571dbedd:after { content: ""; display: block; clear: both; } READ: Outcome-Based Education Essay However you and another send and receive messages together will determine if you become friends. Being aware of invisible aspects of communication helps when you are trying to get to .