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Customer Retention Essays (Examples)

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Retention and Termination of Customers
Words: 588 Length: 2 Pages Document Type: Term Paper Paper #: 46170778
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Nearly every major gaming and gambling, entertainment and promotional company relies on analytics to determine how best to choose which customers to retain, and which to let go (Todd, 2009).

Often the decision of which strategies to automate for customer retention vs. termination can be defined by integrating financial data with predictive analytics to create entirely new models of predictive financial value of customers (Sharma, 2008). Entertainment companies in gambling routinely use this approach to find the customers who are draining profits and also those who take a disproportionally high level of support and service to maintain (Baillie, 2003). Once the analysis has been completed of customer lifetime value by segment, companies can quickly determine the best possible approach to protect their most profitable customers and dis-incent others (Kapanen, 2004). educing customer churn through this technique shows significant potential, especially in industries that have relatively low lifetime customer loyalty.



Susanne Baillie. (2003, November). How to fire your customers. Profit, 22(5), 72,74.

Robert Kapanen. (2004). Customer relationship management and service delivery. International Journal of Services Technology and Management, 5(1), 42-55.

David M. Raab. (2008). Demand Generation System Requirements. DM Review, 18(11), 48.

Sharma, A. (2008). Improving Customer Service and Profitability through Customer Intervention in Service Relationships. Journal of Relationship Marketing, 7(4), 327.

Customer Centricity - Literature Review
Words: 6336 Length: 20 Pages Document Type: Thesis Paper #: 58933056
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Even customers who are satisfied with something do not always return to that specific business, especially if the business is somewhat out of the way or relatively inconvenient to get to (Jackson, Cunningham, & Cunningham, 1988).

Customer loyalty is generally thought to be achieved when a customer returns to buy something that they have bought before from the same company (Jackson, Cunningham, & Cunningham, 1988). There are many other ways to measure loyalty statistically, but it basically boils down to a customer returning to a business even though there are so many other choices available (Jackson, Cunningham, & Cunningham, 1988).

There are many ways to increase customer loyalty and it is significant to discuss some of them here (Rackham, Honey, Colbert, Fields, Hinson, Morgran, Morris, Sugden, & Tribe, 1971). One of the best ways is to meet or exceed many of the service standards that others in the industry have…


Achrol, R. & Stern, L.W. (1988). Environmental Determinants of Decision Making Uncertainty in Marketing Channels. Journal of Marketing Research, 25: 36-50.

Assael, H. (1987). Consumer Behavior and Marketing Action. Third Edition, Boston, MA: PWS-Kent.

Bitran, G., and Hoech, J. (1990). The Humanization of Service: Respect at the Moment of Truth. Sloan Management Review, 31(4), 89-96.

Boyan, l. And Enright, R. (1992). High Performance Sales Training. New York: AMACOM Division of American Management Association.

Customer Loyalty Programs Are They
Words: 2377 Length: 7 Pages Document Type: Research Proposal Paper #: 9068239
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Sampling Design

The study will utilize random sampling technique at three different grocery locations. The researcher will administer the study to customers who are shopping at the store. The researcher will ask the customer questions about what influenced their decision to shop at that particular store that day.

Data Collection Method

The primary data collection method for the study will be quantitative. Quantitative study methods are most useful when the data can be transformed into t numerical data point. This study will compare the importance of the factors being examined through a Likert-type survey questionnaire. Study participants will fill out and return the study results immediately to the researcher onsite.

Contribution of Study

This study will contribute to a better understanding of the importance of customer loyalty cards to the decision to shop at a particular grocer. The study will help manager, policy makers, and other researchers better understand how…


Basso, L., Clements, M., & Ross, T. 2007. Moral Hazard and Customer Loyalty Programs. [online]. 14 August 2007. Available at [Accessed 25 October 2008[.

Butscher, S. 2002. Customer Loyalty Programmes & Clubs. 2nd Edition. Aldershot, England: Gower Publishing Company.

CIOInsight. 2003. Trends: Loyalty Programs. CIO Insight Online. [internet] 1 December 2003. Available at [Accessed 25 October 2008]/

Dowling, G., & Uncles, M. 1997. Do Customer Loyalty Programs Really Work? MIT Sloan Management Review [online] Summer 1997. 38 (4): 71-82. Available at [Accessed 25 October 2008].

Customer Loyalty -- a Critique
Words: 580 Length: 2 Pages Document Type: Article Critique Paper #: 42006671
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Pros and Cons of the findings

The authors of Zero defection: Quality comes to service found out that there was tripling of the profits generated by one customer from in the fourth year than in the first year and this shows the advantages of loyalty because it leads to increased profits. All this profit is lost whenever the customer defects from the company. This increased profitability with loyalty is also evident in the credit card finding. The customer who is newly acquired generates only the base profit when using the card at first but after the second year, there will be improved economics. The usage increases as they become more familiar with the services. The disadvantage of these findings is that the profitability puzzle does contain many pieces and a direct association with loyalty is never definite (Ranaweera, 2007, p.115).

One advantage in the findings from the article The…

Customer Loyalty Affecting Customer Loyalty Customer Grade
Words: 1988 Length: 5 Pages Document Type: Research Proposal Paper #: 44943286
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Customer Loyalty

Affecting Customer Loyalty

Customer Grade Course

This research study introduces a comprehensive conceptual framework of customer loyalty within the retail sector. It emphasizes on the perceived loyalty amongst fast moving consumer goods and attempts to explore the moderating effects of the various different factors that might influence them.

The researcher will begin by creating an understanding of the term "customer loyalty" and its significance importance in the retail sector. Additionally, the researcher shall also attempt to explore the purchase decisions made by the consumers and what really prompts them to be loyal to certain brands of product while simultaneously evaluating the importance of price, quality, brand or any other factor that might impact their loyalty status and purchase decision.

Finally, the research study will conclude by delineating the factors which impacts consumer loyalty at the same time trying to establish a means of measuring the impact of consumer…


Aaker, Kumar & Day, 1995, Marketing Research, 5th edition, John Wiley & Sons, Inc., United States

Assael, Henry., 1984, Consumer Behavior and Marketing Action, 2nd edition, Kent Publishing, USA

Buttle, Francis (2006, July 11), Does service failure influence customer loyalty? Available from  [May 19th 2011]

Dick, Alan S., 1994, Customer Loyalty: Towards an Integrated Conceptual Framework, Journal of Academy of Marketing Science

Customer & Client Relationship Management
Words: 1450 Length: 5 Pages Document Type: Thesis Paper #: 89834914
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Lastly differentiating on the extent of experience our customers have had with Internet-based software is useful in defining how much extra time is necessary for software application training.

Discuss your efforts to create customer intimacy.

As our company relies intensively on long-term relationships with customers, taking a very active approach to creating customer intimacy is critical to our business. Our approach is to first concentrate on total accountability for our software by having our CEO visit each and every customer just after an installation to show a high degree of support and accountability. Next, we offer each customer the opportunity to join a customer advisory council specific to their industry and special interests. At present there are three customer advisory councils which give customers an opportunity to discuss their concerns, interested in new product ideas and see what is presently in development.

How will you customize your offering for particular…

Customer Satisfaction and Loyalty in
Words: 5232 Length: 20 Pages Document Type: Term Paper Paper #: 470179
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2 of the respondents were self-employed and 11.2% of respondent were white-collar workers with 1.2% of respondents being blue-collar workers. The following chart shows the factor analysis results with VARIMAX rotation of traveler's perceptions of hotel attributes in the study of Choi and Chu (2000).

Factor Analysis Results with VARIMAX Rotation of Traveler's Perceptions of Hotel Attributes

Source: Choi and Chu (2000)

The following chart shows a 'regression analysis results of hotel factors according to Asian and Western travellers overall satisfaction levels.

Regression Analysis Results of Hotel Factors According to Asian and Western Travelers Overall Satisfaction Levels

Source: Choi and Chu (2000)

2.3 Loyalty

2.3.1 Definition of customer loyalty

Kandampully and Suhartanto (2000) define a loyal customer as "a customer who purchases from the same service provider whenever possible, and who continues to recommend or maintain a positive attitude toward the service provider" (p. 346).

2.3.2 Loyalty dimensions

There is…


Andreassen, Tor Wallin and Lindestad, Bodil (1998) Customer Loyalty and Complex Services: The Impact of Corporate Imagine on Quality, Customer Satisfaction and Loyalty for Customers with Varying Degrees of Service Expertise. International Journal of Service Management Vol. 9, No. 1, 1998. MCB University Press.

Bowen, John T. And Chen, Shiang-Lih (2001) the Relationship Between Customer Loyalty and Customer Satisfaction. The International Journal of Contemporary Hospitality Management. 13/5 2001. MCB University Press.

Kandampully, Jay and Suhartanto, Dwi (2000) Customer Loyalty in the Hotel Industry: The Role of Customer Satisfaction and Image. Vol. 12 Issue 6. International Journal of Contemporary Hospitality Management. Abstract Online available at;jsessionid=A7BB20EB4B5CF3B4A2F5E96AD85BD78B?contentType=Article&hdAction=lnkpdf&contentId=867348 

Lindberg-Repo (nd) Word-of-Mouth Communication in the Hospitality Industry. CERS Center for Relationship Marketing and Service Management. Hotel School Cornell University. Online available at

Customer Loyalty in E-Commerce Outlets
Words: 9393 Length: 34 Pages Document Type: Term Paper Paper #: 6794337
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Much marketing research has been done on analysing customer behaviour and retention. As a consequence, it is crucial for online companies to create a loyal customer base, as well as to monitor the profitability of each segment (Reinartz and Kumar, 2002)

Definition of customer e-loyalty

Customer loyalty has been defined as "a deeply held commitment to re-buy or re-patronize a preferred product/service consistently in the future, thereby causing repetitive same-brand or same brand-set purchasing, despite situational influences and marketing efforts having the potential to cause switching behaviour" (Oliver, 1999). This general definition appears to apply to e-loyalty as well. Another briefer and more specific definition is provided by Anderson and Srinivasan (2003), who define e-loyalty as "the customer's favourable attitude toward an electronic business, resulting in repeat purchasing behaviour" (p. ____).

Since it is considered difficult to gain loyal customers on the internet without directly contact (Gommans et al., 2001),…

Bibliography and Reference


Anderson, R.E. And Srinivasan, S.S. (2003), E-satisfaction and e-loyalty: a contingency framework, Psychology and Marketing, Vol.20 No.2, pp. 123-38

Arregle, J.L., Borza, A., Dacin, M.T., Hitt, M.A., and Levitas, E. (2000), Partner selection in emerging and developed market contexts: Resource-based and organizational learning perspectives. Academy of Management Journal, Vol. 43, No. 3, pp. 449-67. In Everett & Lo, p. 17.

Bailey, Scott and Schultz, D.E. (2000), Customer/brand loyalty in an interactive marketplace. Journal of Advertising Research, Vol. 40, No. 3, p. 41.

Customer Relationships
Words: 923 Length: 3 Pages Document Type: Term Paper Paper #: 53358082
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Customer Relationships

Nordstrom, Inc. has long enjoyed a reputation for providing superior customer service. This paper examines Nordstrom strategies that the retailer employs to build customer relationships and promote customer loyalty.

Nordstrom is one of the nation's leading fashion specialty retailers, with 204 stores that are located in 28 states. It was founded in 1901 as a shoe store in Seattle, and today operates 115 full-line stores, 86 Nordstrom Racks, two Jeffrey boutiques, and one clearance store. Nordstrom also serves its customers through its website and through its catalogs (Gonzales, 2).

Nordstrom's business strategy has been called "greed through love" (deFelice). The 110-year-old retailer owes its success to customer-friendly policies that are well-known, widely admired, and frequently imitated in the U.S. retail industry. Nordstrom employees work to form customer relationships, and the company is known to have one of the most customer friendly merchandise return policies in the global retail…

Works Cited

Brzozowski, Len. "Customer Service: A Culture, Not a Department." 2011. Xavier University. 20 April 2011. <,-Not-a-Department.cfm >

DeFelice, Alexandra. "A Century of Customer Love." 2005. 20 April 2011. < >

Farfan, Barbara. "Customer-centric Choices Lead Nordstrom From Distress to Success." 2010. 20 April 2011. <>

Gonzales, Kristen. "Nordstrom announces beneficiaries for Christiana Mall store opening gala." 2010. Thomson Reuters Investor Relations Solutions. 16 December 2010.

Customer Relationship Management Strategy
Words: 4756 Length: 17 Pages Document Type: Term Paper Paper #: 37586894
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Customer relationship management (CM) is an essential component of organizational management. The purpose of this discussion is to focus on a CM strategy for United Behavioral Health a subsidiary of United Health Care . . United Behavioral Health is dedicated to presenting customers with high quality, cost-effective, managed mental health and substance abuse services to its customers. The investigation suggests that the company's core values have been successfully implemented into the company's CM Strategy. The current CM strategy utilizes technology to allow customers to voice their opinions. Currently the company's website provides a page that offers help to members that are experiencing problems. In addition, it provides customers with "coaches" that can help whenever problems arise. The company's customers are currently divided into three different groups; the employer division, the health plan division and the public sector. We found testimonials of customers who were extremely satisfied with the care…


Your Customers are Speaking To You. Do You Hear Them? 2002. 2 December 2004 

Gupta S. Binggeli U., Poomes C.D., CRM in the Air. The McKinsey Quarterly. Page Number: 6+.

Jacobs F.A., Claire Kamm Latham, Choongseop Lee. 1998. The Relationship of Customer Satisfaction to Strategic Decisions. Journal of Managerial Issues. Volume: 10. Issue: 2. Page Number: 165+.

Customer Lifecycle and Database Marketing
Words: 975 Length: 3 Pages Document Type: Case Study Paper #: 17869063
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When comparing the theoretical wins of customers targeted with the budget upside program with its incremental cost, the difference is $1,927, which amounts to 4%. This is significantly less than the results of the frequency upside program, but nonetheless a positive value that resulted in profit. The initial investment in this program is also significantly lower than that of the frequency upside program.

Harrah's CM strategy is to focus entirely on customers and their potential behavior. It is assumed that everything Harrah's gives them has an effect upon customers' future gambling decisions. Hence, the Gold Card program is used to collect customer profiles, which in turn are used in it direct marketing efforts targeted towards customers who have shown the potential for loyalty. In this way, the programs are conducted in an integrated way to target customers who are most likely to be loyal in the future of Harrah's.



Berndt, a., Herbst, F. And Roux, L. (2005, Fall). Implementing a Customer Relationship management Programme in an Emerging Market. Journal of Global Business and Technology. Vol. 1, No. 2. Retrieved from: 

Buttle, F. (2008). Customer Relationship Management. Butterworth-Heinemann.

Trevino, L.K. And Nelson, K.A. (2010). Managing Business Ethics. John Wiley and Sons.

Customer Perspective Balanced Scorecard on What Specific
Words: 578 Length: 2 Pages Document Type: Essay Paper #: 19572406
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Customer Perspective alanced Scorecard

On what specific customer perspectives did each company focus, and what measures did each company use to ascertain how well it was meeting the goals implied by those specific perspectives?

As far as Hyde Park Electronics is concerned, they were concentrating on the quality of the product that was delivered to determine customer perspectives. The measures that were used to achieve these objectives were: manufacturing / labor efficiency and new product sales. In the case of Futura, they were focusing on customer perceptions about the product and services they were receiving. To measure this, they focused on randomly calling the customers and determining how employee retention affected the underlying quality of the product. While SGC, was concerned about the quality of orange juice that they were selling to retail customers. The way they analyzed how effective they were at meeting this goal was to focus on…


Gumbus, A. (2006). Entrepreneurs Use a Balanced Scorecard. Journal of Small Business Management, 44 (3), 407 -- 425

Niven, P. (2011). EPM View. Retrieved from:

Swarovski's Customer in the Digital
Words: 5507 Length: 17 Pages Document Type: Literature Review Paper #: 43047950
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Based on the attributes of luxury brand, the luxury brand requires special marketing strategy to achieve brand objectives. The strategy assists in developing global brand reputation as well as forming brand awareness within the global competitive environment. (Moore and Birtwistle 2005).

In the contemporary marketing environment, experiential marketing has become a cornerstone of marketing, and retailing for luxury brand. Experiential marketing is the technique of viewing consumer as an emotional and rational being who aims to achieve pleasurable experiences. (Atwal et al. 2008). Typically, experiential marketing offers customer memorable experiences in order to achieve customer satisfaction and competitive market advantages. The experiential marketing uses different tools to create the memorable experiences for customers. For example, experiential marketing organizes entertainment for customers in order to educate them, allow them to escape the reality, as well as giving them aesthetic objects or places to see. Experiential marketers use different tools to create…


Atkin, D. (2004). The Culting of Brands: When Customers Become True Believers. New York: Portfolio.

Atwal, G. & Williams, a. (2008). Luxury brand marketing -- the experience is everything! Brand Management .16 (5/6):338 -- 346.

Belch, G.E. & Belch, M.A. (2003). Advertising and Promotion, an Integrated Marketing Communication Perspective (Sixth Edition). The McGraw-Hill Companies.

Bruce, M . And Kratz, C .(2007). Competitive Marketing Strategies in Luxury Fashion Companies. in: T. Hines and M. Bruce (eds.) Fashion Marketing: Contemporary Issues, 2nd edn., New York: Elsevier / Butterworth-Heinemann.

DVD Rental Improving Customer Service at Vista
Words: 1077 Length: 3 Pages Document Type: Case Study Paper #: 79358372
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DVD Rental

Improving Customer Service at Vista DVD Rentals

The Vista DVD Rentals store is at a crossroads. After a number of years in operation, the store is facing a critical turning point that could dictate future survival or the suspension of any further business. The transformation must revolve on vastly improved customer service. As is the case for most businesses in New Zealand, customer service has come to play an increasingly important role in Vista's relevance. Consumers have come to expect a certain level of accommodation on the part of a retail or rental operation and this imposes a high level of importance on the decisions that companies make with respect to the customer experience. Essentially, customer service can be defined as the set of standards, practices and procedures that shape the customer's experience through the course of a business transaction. This denotes two primary aspects of customer service:…

Works Cited:

Blodgett, J.G.; Wakefield, K.L. & Barnes, J.H. (1995). The Effects of Customer Service on Consumer Complaining Behavior. Journal of Services Marketing, 9(4), 31-42.

Doolin, B.; Dillon, S.; Thompson, F. & Corner, J.L. (2005). Perceived Risk, the Internet Shopping Experience and Online Purchasing Behavior: A New Zealand Perspective. Journal of Global Information Management, 13(2), 66-88.

Ennew, C.T. & Binks, M.R. (2005). The Impact of Service Quality and Service Characteristics on Customer Retention: Small Businesses and their Banks in the UK. British Journal of Management, 7(3), 219-230.

Lyman, A.R. (2004). Customer Service: Does Family Ownership Make a Difference? Family Business Review, 4(3), 303-324.

Retaining Customer Loyalty General Electric
Words: 1257 Length: 4 Pages Document Type: Thesis Paper #: 66424614
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In order to rise above competition, the company is committed to providing the highest quality of technical support to its clients, as demonstrated by its purchase of ATG. This software would result in reduced costs, increased revenue, and improved customer retention.

pecifically, the software gives the company the ability to reduce the time involved in solving customer queries and concomitantly increasing the volume of calls that can be handled. Furthermore, the queries and calls referred to higher levels of the company's management is decreased by centralizing the customers' access to relevant information sources. The quality and content of this service are also improved by analyzing daily interactions with customers. The service is made more efficient and accurate in this way. Finally, revenue opportunities are also increased by a feature that suggests up-sell and cross-sell possibilities.

According to Business Wire (2005), Genpact's RightAnswers' Knowledge-Pak libraries also integrate with the ATG software.…


Business Wire. (2005, Dec. 12). General Electric-Owned Genpact Delivers Superior Customer Service with ATG's Progressive Call Center Technology. Database: FindArticles. 

General Electric (2008). GE Citizenship: Building a Customer Focus. 

O'Connor, Ashling (2008, Aug. 21). Thrilling Olympics give General Electric a surge in power. The Times. 

Samuelson, Walt. (2006). Customer Satisfaction Simplified. Ad Revamp.

Measuring Improvement in Customer Service the Use
Words: 522 Length: 2 Pages Document Type: Essay Paper #: 49634505
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Measuring Improvement in Customer Service

The use of metrics and key performance indicators (KPIs) to measure progress in meeting and exceeding continuous improvement objectives for Customer elationship Management (CM) is commonplace in many industries. The continuous improvement goals and objectives for the CM strategies at a company of interest, Cincom Systems, are multifaceted and concentrate on measuring improvements in prospecting, selling and service strategies over time. Cincom uses a benchmarking methodology for creating a baseline of performance, and then continually measures performance gains over time across five core business units.

Analysis of Continuous Improvement Objectives in CM at Cincom

Cincom Systems is a 43-year-old enterprise software company with approximately 700 employees globally. It has a leadership position in the aerospace and defense, complex manufacturing and outsourcing industries. The metrics and KPIs that the company uses to measure continuous improvement for their CM systems include customer retention rates, sales cycle performance,…


Goldberg, S.R., & Godwin, J.H. (2004). Benchmarking and CRM. Journal Of Corporate Accounting & Finance (Wiley), 16(1), 71-72.

Renart, L.G., & Cabre, C. (2008). Paths To Continuous Improvement of a CRM Strategy. Trziste / Market, 20(1), 61-77.

Schneider, M. (2004). ROI on the Rise?. CRM Magazine, 8(4), 13.

Customer's Loyalty in the Online
Words: 9559 Length: 35 Pages Document Type: Term Paper Paper #: 32168162
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anking and financial services includes such firms as investment banks, commercial banks, brokerage firms, and credit card institutions. The common it pulse throughout the daily operations of these organizations involves utilizing systems to communicate between branches and subsidiaries, establishing operations throughout the world, communicating with the end customer in order to facilitate transactions, and analyzing customer and market attributes in order to reduce uncertainties in such aspects as pricing policies" (p. 24). Some of the more salient issues affecting the financial services industry today are described further in Table ____ below.

Table ____.

Examples of utilization of information technology in order to enhance efficiency and productivity by the financial services industry.

Area Impacted

Description of Impact

Credit card institutions store, retrieve, and analyze vast amounts of demographic customer information enabling them to more accurately target potential markets for new products and also identify less-attractive, credit-risk customers.

This allows them to…


Brewster, Chris, Hilary Harris and Paul Sparrow. (2004). Globalizing Human Resource Management. New York: Routledge.

Cocheo, S. (2006). "Does Your Product Line Need a Trim?" ABA Banking Journal, 98(7), 7.

Das, Dilip K. (2004). Financial Globalization and the Emerging Market Economies. New York: Routledge.

Dennis, Charles and Lisa Harris. (2002). Marketing the E-Business. London: Routledge.

Most Valuable Customer of Verizon
Words: 781 Length: 2 Pages Document Type: Paper #: 10074835
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Customer Satisfaction, Loyalty, Management and Empowerment

I am not sure if I would be considered a most valuable customer at Verizon, but I am guessing not. I am a relatively low revenue customer for them, basically an average customer in terms of what they would make off of me. If you consider the different elements that go into a most valuable customer, they are the profitability, the timing of the revenue, the referrals that such customers can generate, their retention, the add-ons and the customer's brand, and feedback (Moltz, 2015). Of these, maybe on retention, but otherwise I would consider myself to be a generally average customer. Corporate customers are worth a lot more money, and there are consumers who are generally bigger spenders with add-ons and the like.

The lifetime value of a most valuable customer would be unknown. Corporate customers are the most valuable, and each of them…


Moltz, B. (2015) How to identify your most valuable customers. American Express. Retrieved May 31, 2015 from 

Verizon (2015) Smart Rewards FAQ. Verizon Retrieved May 31, 2015 from

Rental Car Retention Program -
Words: 1272 Length: 4 Pages Document Type: Essay Paper #: 82686135
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There are more BMW's and Porches being driven than Maserati. Position as a unique and superb driving machine, and extension of personality. Never call it a car.

Brand leadership -- Emphasize hand crafted and unmatched quality. Brand has been known for decades as unmatchable.

Head on positioning -- Emphasis on not really an apples-to-apples comparison; emphasize specs and luxury differences. FOCUS on innovation. Use statistics of the number of BMW and Porche's sold, then compare with that special person -- make user believe they are purchasing an investment worthy of a King.

Lifestyle Positioning -- Use purchase to boost image and exert success

Cost -- Not really as much of an issue at this range; but simply indicate that only special people can handle this vehicle; all routine maintenance will be covered in full for 5-years. Treat client like VIP.

Positioning venues -- Purchase list of high-end executives and send…


How to Identify a Target Market, (2010). Target Market. Retrieved July 2011 from

Evans, K. And H. Stroll, (2006), "Marketing Challenge: Three Ways To Catch Clients,"

Marketing Profs. Cited in: .

Kiley, D. "Airlines Are Not Marketing Even If They Think They Are." 23 February 2005. Bloomberg Businessweek. Cited in: .

School Retention vs Social Promotion
Words: 1335 Length: 4 Pages Document Type: Discussion Chapter Paper #: 19376097
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For school retention, the major reason for support of this was academic achievement. If the child does not meet the set benchmarks for performance, the decision-making panel simply agreed to retention of the student. There was no formal assessment system for this decision process.

These results were supported by the result of the study conducted by Hong and audenbush (2006)

who found that student achievement were used in state and district schools to decide social promotion vs. school retention instead of formal systems of assessment of student performance. According to these findings, the schools that used academic achievement as the main criterion for social promotion did not bother to understand how the decision affected the student for who the decision was being made and the other students in general. The findings of these authors showed that these were very important aspects in the general performance of the school itself and…


Bali, V.A., Anagnostopoulos, D., & Roberts, R. (2005). Toward a Political Explanation of Grade Retention. Educational Evaluation and Policy Analysis, 27(2), 133-155. doi: 10.2307/3699523

Hong, G., & Raudenbush, S.W. (2005). Effects of Kindergarten Retention Policy on Children's Cognitive Growth in Reading and Mathematics. Educational Evaluation and Policy Analysis, 27(3), 205-224. doi: 10.2307/3699569

Hong, G., & Raudenbush, S.W. (2006). Evaluating Kindergarten Retention Policy: A Case Study of Causal Inference for Multilevel Observational Data. Journal of the American Statistical Association, 101(475), 901-910. doi: 10.2307/27590770

Jacob, B.A., & Lefgren, L. (2009). The Effect of Grade Retention on High School Completion. American Economic Journal: Applied Economics, 1(3), 33-58. doi: 10.2307/25760170

Improving Customer Service on a Medical Surgical
Words: 4407 Length: 15 Pages Document Type: Research Paper Paper #: 84030109
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Improving Customer Service on a Medical Surgical Nursing Unit

Quality Improvment Project-Customer service on the nursing unit

The hospital medical-surgical nursing unit is usually referred to as the "catch-all" department for different types of patients. This is because it includes renal patients, cancer patients, cardiac and surgical patient. It also includes other patients who do not particularly fall into any of these specialized units. The medical-surgical nursing unit is a conglomeration of all kinds of adults with all sorts of health problems and thus the nurses in this unit need to be dynamic, quick to respond and are almost on their toes at all times. Patients in the medical-surgical nursing unit are likely to develop changes in their condition quite rapidly and therefore they become more unstable even though they may have been admitted in a stable condition. This is because most patients in the medical-surgical nursing unit have unpredictable…


Amba-Rao, S.C. (1994). Human Resource Management Practices in India: An Exploratory Study. Indian Journal of Industrial Relations, 30(2), 190-202.

Dirks, K.T., & Ferrin, D.L. (2002). Trust in leadership: Meta-analytic findings and implications for research and practice. Journal of Applied Psychology, 87(1), 611-628.

Glickman, S.W., Baggett, K.A., Krubert, C.G., Peterson, E.D., & Schulman, K.A. (2007). Promoting quality: the health-care organization from a management perspective. International Journal for Quality in Health Care, 19(6), 341-348. doi: 10.1093/intqhc/mzm047

Judge, T.A., & Piccolo, R.F. (2004). Transformational and transactional leadership: A meta-analytic test of their relative validity. Journal of Applied Psychology, 89(1), 755-768.

IMC and Customer Satisfaction Zapper
Words: 1832 Length: 5 Pages Document Type: Marketing Plan Paper #: 57576040
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In addition, there will be a follow-up interview process to capture specific area of low customer satisfaction scores. These scores will be used for process improvement and business process reengineering within the company. One of the most critical aspects of these measures is the need to use them to fundamentally re-architect the company and make it more customer-centric. This is critical for the Zapper to reflect customers' needs and requirements and for the company to have a very solid fidelity and transparency to its customers.

Measuring and Acting on Gaps Between Customer Expectations and Experiences

One of the innate strengths of the SEVQUAL methodology is the ability to quickly assess the differences between expectations and experiences quickly, and in very quantitative terms. These differences across expectations and experiences are measured with a minimum of 32 different variables, which can be highly effective in pinpointing just what areas of public relations,…


Allen, E., & Fjermestad, J. (2001). E-commerce marketing strategies: An integrated framework and case analysis. Logistics Information Management, 14(1), 14-23.

Genestre, a., & Herbig, P. (1996). Service expectations and perceptions revisited: Adding product quality to SERVQUAL. Journal of Marketing Theory and Practice, 4(4), 72-82.

Gurau, C. (2008). Integrated online marketing communication: Implementation and management. Journal of Communication Management, 12(2), 169-184.

Hopen, D. (2003). The message is clear. Quality Progress, 36(10), 50-58.

Selection and Retention
Words: 1427 Length: 4 Pages Document Type: Research Paper Paper #: 40306988
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etention Process in Healthcare Sector

Key issues to consider while selecting and retaining medical professionals

The cumulative term that describes the well-being of the dwellers of any particular region is the effective healthcare system. A healthcare system is an effective aggregation of human resource, the associations and the relevant resources that can serve the purpose of rendering the healthcare service to fulfill the necessary health requirements of the individuals in a way that the heath care policies serve the maximum number of people in the given period of time and within the available resources.

The two important issues that are essential to cater while understanding the true nature of the healthcare system and medical professionals are to identify the core responsibilities along with the augmented responsibilities of the physicians and secondly to identify and demarcate the target population of the health care system (Casey, 2011).

The healthcare system operates in…


Casey, D.E. (2011). Demand Better! Revive Our Broken Healthcare System. Inquiry, 48(3), 260+.

Ewert, B. (2009). Economization and Marketization in the German Healthcare System: How Do Users Respond?. German Policy Studies, 5(1), 21+.

Hougaard, J.L., Osterdal, L.P., & Yu, Y. (2011). The Chinese Healthcare System. Applied Health Economics and Health Policy, 9(1), 1+.

Quinn, J.F. (2002). Revisioning the Nursing Shortage: a Call to Caring for Healing the Healthcare System. Frontiers of Health Services Management, 19(2), 3

Business - Consumer Behavior Customer
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The consequences of even a few dissatisfied customers can be enormous: "Dissatisfied customers turn to competitors; loyal customers spend more, refer new clients, and are less costly to do business with" (Arendt & Harris, 1998, p. 27). The authors point out that because it costs about five times more to gain a new customer than to keep an existing one, and since dissatisfied customers tell at least twice as many friends about bad experiences than they tell about good ones, it is clearly to the small business owner or manager's advantage to seek high levels of customer satisfaction and retention.

According to Gebhardt and Townsend (1990), although the notion that little things can add up to have an enormous positive effect has gained wide acceptance, many companies continue to remain sluggish in their response to the reality that little things can also have an immensely negative impact on a company's…


Arendt, L.A. & Harris, J.H. (1998). Stress Reduction and the Small Business: Increasing Employee and Customer Satisfaction. SAM Advanced Management Journal, 63(1), 27.

Benjamin, S. (1997). Words at work: Business writing in half the time with twice the power. Cambridge, MA: Perseus Books.

Clarke, M.A. (1997). Policies and perceptions of insurance: An introduction to insurance law. Oxford: Oxford University.

Cummins, J.D. & Tennyson, S. (1992). Controlling Automobile Insurance Costs. Journal of Economic Perspectives, 6(2), 96.

HR Retention Finding and Keeping the Right
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HR Retention

Finding and keeping the right employees are major problems especially to big businesses today, but the biggest headaches appear to confront the retail, food service (Catlette 2000) and the high-technology industries. The National Restaurant Association alone approximated the turnover among fast-food workers at 300% or so fast that by the time one gets his or her order of French fries, the worker might have made a change in his or her career (Catlette). Some Florida companies were reported to have taken bold steps at fighting off a 2.8% unemployment rate among hospitality workers in an attempt at insuring that breakfasts were cooked and served, beds made and park sideways swept. Disney was said to have gone as far as Puerto Rico offering airline tickets and bonuses for a year's contract as maids or food service workers (Catlette).

The most businesses hire workers-based competence and experience but values, style…


1. ACC Communications, Inc. (2000). HR Software Trends: the Revolution is Here -- Human Resources. Workforce. 

2. Catlette, Bill. (2000). Keeping Employees in High Turnover Industries. Workforce. 

3. Chief Executive, The. (1999). Formula for Retention. Chief Executive Publishing. 

4. Duecy, Erica. (2004). Quality Workplace Key to Recruiting, Retaining Employees. National Restaurant News.

Medical Retention Laws
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Health are -- Medical Retention Laws

Medical records retention requirements, whether Federal or State, are apparently aimed at maintaining records for a significant length of time after a patient's discharge. HIPAA does not impose a specific requirement for retention of a patient's medical records and leaves that task to State legislatures. alifornia meets and far exceeds Federal requirements in multiple requirements from multiple laws. Meanwhile, Nevada takes a far simpler tack while still adhering to Federal requirements.


HIPAA does not impose a length of time for which patients' medical records must be retained (U.S. Department of Health and Human Services, 2009); rather, that requirement is left to the states. However 45 .F.R. §164.530(j) does require that an entity governed by HIPAA must retain its "privacy policies/procedures, privacy practices notices, disposition of complaints, and other actions, activities, and designations that the Privacy Rule requires to be documented" (U.S. Department of…

California's record retention laws are at least as strict as federal law, as required, and are often stricter. Beyond the HIPAA requirements binding covered entities, California has various strict retention requirements stemming from several laws. California's Code of Regulations §70751(c) (22 C.C.R. §70751(c) requires hospitals to keep patients' medical records for a minimum of 7 years after any patient's discharge and, if the patient is a minor, the records must also be retained for a minimum of 1 year after the minor has reached the age of 18 (California State Legislature, 2013). Also, the Welfare & Institutions Code §14124.1 states that the medical records of Medi-Cal patients must be kept by the provider for 3 years after the last date of service rendered under the Medi-Cal Program (California State Legislature, n.d.). In addition, the Health & Safety Code §1797.98e (b) states that providers reimbursed by the Emergency Medical Services Fund must keep patients' records for 3 years after the last reimbursed service was rendered (California State Legislature, n.d.). The Health & Safety Code under §11191 also requires that prescription books with issued prescription copies must be kept for 3 years after the last noted prescription was issued and that a provider who "prescribes, dispenses or administers a controlled substance classified in Schedule II" is required to make and keep a record of each such transaction for 3 years (California State Legislature, n.d.). Furthermore, under California's Code of Regulations §1300.67.8 (28 C.C.R. §1300.67.8), managed care plans governed by the Knox-Keene Act must also retain all "records, books, and papers of a plan" for 2 years, keeping the records available for inspection by the Commissioner of Corporations (California State Legislature, 2009, p. 54.5). California's Code of Regulations §39.5 also requires that in cases of Worker's Compensation, all qualified medical evaluators must retain patients' medical-legal reports for 5 years after the employees' evaluation (California State Legislature, 2013). Finally, regarding its state Occupational Safety and Health Administration (OSHA) program, California's Code of Regulations §3204(d) (8 C.C.R. §3204(d) requires that in cases of employees who were exposed to "toxic substances or harmful physical agents," providers must keep medical records for a minimum of the duration of employment plus thirty years (California State Legislature, 2013).


Nevada's laws regarding medical records retention

Building Effective Customer Relationships- Apple
Words: 3072 Length: 10 Pages Document Type: Term Paper Paper #: 15162356
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But in a world that changes so drastically in such short periods of time and in a market filled with fierce competition and customers which change and increase their needs on daily basis, achieving customer loyalty is quite difficult; ergo, Apple's need to develop and implement better and stronger CM policies.

Current Features of Apple's CM

Given the specific nature of their businesses and the fact that after the purchase has been completed, several customers need additional services, the Apple Corporation encourages all current and potential customers to address their questions and complaints to an Apple representative. The corporate website contains detailed information on how customers can contact a service support department within both Canada and the United States.

In addition, for a specified fee, Apple customers can benefit from AppleCare, a service of extended support for the Apple products. There are large numbers of Apple customers who declare themselves…


Hafner, K., August 23, 2007, at&T Overstuffed iPhone Bills Annoy Customers the New York Times

Lyons, C., 1993, Disk-based, interactive marketing yields greater response rates, Business Perspectives, Volume 6

Payne, a., 2006, Handbook of CRM: Achieving Excellence Through Customer Management, Elsevier Science and Technology Books, ISBN: 9780750664370

CRM = Customer's don't Really Matter, IntelliNova,  accessed on February 21, 2008

Internal Customer Service vs Outsourcing
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Foremost, training takes employees away from their work and therefore generates reduced operational efficiency.

Higher costs with benefits

An outsourcing contract will be simple and clear and will generally only state the object of the contract and the sum of money to be paid at established points in time. The American company would only pay the amount of money in the contract, to the manager or representative of the foreign company. The U.S. manager will not have to deal with employees or their demands.

ith internal service however, the manager will constantly have to deal with the employees and their demands. He will have to offer medical coverage, leave days, premiums and bonuses and so on. These once more increase the costs and negotiations and meeting have the ability to decrease operational efficiency.

Hiring and retention costs

Considering that the services to be offered to customers are a new line…

Works Cited

McDonnel, B.M., 2008, Contemporary Labor Economics, 8th Edition, the McGraw Hill Companies

Thompson, T., 2008, What is Outsourcing? Wise Geek, . Ast accessed on December 12, 2008

New Customer Service Application on
Words: 1634 Length: 4 Pages Document Type: Term Paper Paper #: 20443876
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Alliances and partnerships that enrich the customer service experience of any online self-service application are exceptionally effective across other industries as well.


The introduction and support of an online self-service application is a multifaceted and highly coordinated strategy that requires system and process integration to be successful. In addition the support for roles-based access and preferences definitions is also critically important as consumers are increasingly expecting this from their online applications and will often reject and not use those that assume a one-size-fits-all mentality in their design. Finally gaining user input and designing with consideration of their needs is crucial for change management to occur. As online self-service is part of a CM strategy in many organizations (egan & O'Connor, 2002) the marketing of the application in addition to its inherent value must both be actively communication clearly.


Sven C. Berger. (2009). Self-service technology for sales purposes in…


Sven C. Berger. (2009). Self-service technology for sales purposes in branch banking: The impact of personality and relationship on customer adoption. The International Journal of Bank Marketing, 27(7), 488-505.

Campbell, D., & Frei, F. (2010). Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel. Management Science, 56(1), 4-24.

Robert Kapanen. (2004). Customer relationship management and service delivery. International Journal of Services Technology and Management, 5(1), 42-55.

Chor-Beng Anthony Liew. (2008). Strategic integration of knowledge management and customer relationship management. Journal of Knowledge Management, 12(4), 131-146.

Are Managers the Key to Retention Success
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Managers as the Key to etention

Are Managers Pivotal in Terms of Employee etention - and What Can

Managers and Employees Both Do to Minimize Workplace Turnover?

In this continuing sluggish economy, it seems that employers - that is, managers and bosses - should go the extra mile to keep their employees, particularly their top talent. But, as this paper points out, there are signs that employee retention is not a priority for many companies, as a substantial number of workers (according to data presented) are thinking more about their next jobs than their present ones.

The purpose of this paper is to point out - through the literature and data available to the public - that corporate America needs to get a better handle on employee satisfaction, and not just customer service. The sources used for this paper include scholarly journals, periodicals, and texts written by respected authors.



Bing, Stanley. (1992). Crazy Bosses: Spotting Them, Serving Them, Surviving Them.

New York: William Morrow and Company.

Boccialetti, Gene (1995. It Takes Two: Managing Yourself When Working with Bosses

And Other Authority Figures. San Francisco: Jossey-Bass Publishers.

Marketing Customer Value
Words: 1898 Length: 7 Pages Document Type: Term Paper Paper #: 64865452
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Insurance Company.

Identify the relevant macro-environmental factors (level 1) in the case study. What impact do these factors have on the focal organization?

To the extent which the customer base and potential customer base of Time Insurance Company (Time) share the concerns of the global business community, these shared concerns serve as a template for appropriate professional behavior. These not only include matters that might (when improperly handled) prompt litigation against Time, but also include factors such as social accountability. Macro-environmental factors, however, are sometimes hard to determine in that they often fail to reflect a consensus. These must be seen as a polyglot of different concerns, some of which pertain to the company while others do not. The "value" system reviewed in the text is a measure of total value, and the market analyst must be careful to examine the total effect of changes. For instance, if prescribed staff…

Staff Motivation and Retention at
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The data is usually gathered using more structured research instruments.

The findings are more in-depth since they make greater use of open-ended questions.

The results provide less detail on behavior, attitudes and motivation.

The results provide much more detail on behavior, attitudes and motivation.

The results are based on larger sample sizes that are representative of the population.

The research is more intensive and more flexible, allowing the researcher to probe with greater latitude.

The research can usually be replicated or repeated, given its high reliability.

The results are based on smaller sample sizes and are often not representative of the population.

The analysis of the results is more objective.

The research can usually not be replicated or repeated, given its low reliability.

The analysis of the results is much more subjective.

Source: Qualitative and Quantitative esearch (2006).

Taken together, the foregoing strengths indicate that a qualitative case study methodology…


Leedy, P.D. (1997). Practical Research: Planning and Design (6th ed). Upper Saddle River,

NJ: Prentice-Hall.

Neuman, W.L. (2003). Social Research Methods: Qualitative and Quantitative Approaches, 5th ed. New York: Allyn & Bacon.

"Qualitative and Quantitative Research." (2009). American Institutes for Research. [Online]. Available: .

Attracting Customers to Purchase Apple
Words: 9235 Length: 30 Pages Document Type: Research Paper Paper #: 96950854
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Due to the forces of globalization and modernization, the role of culture within the purchase decision is becoming less and less intense, but the role of the society is increasing. At this level, the decision to purchase is greatly influenced by the reference group, or the organization or team with which the individual identifies or to which he wishes to belong. In order to gain the acceptance of the respective group or to feel himself as integrated within the group, the individual will purchase those items which allow him to meet the expectations and goals of the reference group (Borrow and Bosiljevac, 2008).

2.4. The decision making unit (DMU)

The concept of the decision making unit is explained by ay Wright's (2004) Business to business marketing: a step-by-step guide, in which the author reveals the mechanisms behind the decision making process. The decision making unit is understood as the series…


Burrow, J.L., Bosiljevac, J., 2008, Marketing, 3rd edition, Cengage Learning, ISBN 0538446641

Burrows, P., 2010, Apple customers have faith after 'antennagate', SF Gate,  last accessed on July 28, 2010

Kimball, B., Hall, J., 2004, Selling in the new world of business, Routledge, ISBN 0789022729

Louis, P.J., 2002, Telecom management crash course: managing and selling Teleocm services and products, McGraw-Hill Professional, ISBN 0071386203

Defining a Target Market
Words: 3283 Length: 10 Pages Document Type: Dissertation or Thesis complete Paper #: 52592175
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Customer Targeted Marketing

Necessity of Change from Traditional to Customer Targeted Approach to Marketing

ationale for Need to Change to Customer Targeted marketing

Change from a traditional marketing approach to customer targeted marketing

In every business in the modern day, change has become dominant. And one of the most sought after management skills is the ability to adapt and master and reap benefits from the changes. This fact is particularly true in the case of marketing where changes are happening fast and thick.

The dilemma for today's business leaders is to adjust between adapting to change the costs of changing along with estimating the potential benefits from the change. And even while changing strategy, the marketing efforts of accompanying need to reflect an internal constancy for the purpose of the change and an external consistency of the image of the company (Kashani & Jeannet, 2005).

It is here that there…


Dutta, K. Social Media Marketing - A Paradigm Shift in the Marketing Practice. SSRN Electronic Journal. 

Esteves, R., & Resende, J. (2016). Competitive Targeted Advertising with Price Discrimination. Marketing Science. 

Esteves, R., & Resende, J. (2016). Competitive Targeted Advertising with Price Discrimination. Marketing Science.

M& m's and 100 Customer Satisfaction
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satisfaction scores do not seem necessarily low or high and they illustrate many interesting trends. For example, there are many fluctuations that are evident. One example is that it appears that the overall satisfaction with appliances has slowly decreased from a high of 85 in 2000 to a low of 80 in 2008. It would be interesting to investigate the reasons in which appliances received higher ratings in 2000 than in the rest of the years. The appliances rating in 2000 was actually the highest rating of any of the different categories provided. It could be the case that after 2000, companies began to implement cost cutting strategies that reduced the quality of the appliances; or it could also represent a statistical error or a poor quality data set. However, it would be impossible to determine why the decrease occurred without further investigation.

I don't think that companies should ever…


Copernicus. (2010, December 22). 100% Customer Satisfaction and Retention Are a Waste of Time - See more at:  

Web 2 0 Technologies for Recruitment and Retention
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Web 2.0 Technologies for ecruitment and etention of Management-Level Employees

Web 2.0 technologies have permeated every aspect of online communication and collaboration, from public social networks to enterprise-based Customer elationship Management (CM) applications includes Salesforce's Chatter. What unifies all of these applications and platforms are the series of Web 2.0 design goals originally defined by Tim O'eilly and John Battelle (O'eilly, 2006). These design goals and objectives include using the Web as a platform to communicate, collaboration and create opportunities for connectedness between groups, both personal and professional (Bernoff, Li, 2008). All applications and platforms designed with Web 2.0 design goals in mind give the network user control over their own data, autonomy of how their data is used, provide features and functions that allow for greater communication and collaboration. The highly successful social networks including Facebook, Twitter, LinkedIn and the emerging class of CM applications including Salesforce Chatter all…


Bernoff, J., & Li, C. (2008). Harnessing the power of the oh-so-social web. MIT Sloan Management Review, 49(3), 36-42.

Leader-Chivee, L., Hamilton, B.A., & Cowan, E. (2008). Networking the way to success: Online social networks for workplace and competitive advantage. People and Strategy, 31(4), 40-46.

Mistry, V. (2009). Recruiting a Web 2.0 Workforce. Human Resource Management International Digest, 17(5), 32-34.

O'Reilly, T. (2006). Web 2.0: Stuck on a name or hooked on value? Dr. Dobb's Journal, 31(7), 10-10.

Management Exercise Basedon Neoforma Master- Case Added
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management exercise basedon Neoforma master- case, added case practice marketing management skills.) Smart Card LLC expertise smart cards magnetic stripe tech- nology develop applications solutions meet rapidly growing demand marketing frequency programs.

In my opinion, the management could have done some additional research on the market to quantify the size of the market. There are several issues that are relevant in this case. One is that there are still questions whether the card will work or not, something that is obviously likely change the size of the market itself.

At the same time, there doesn't seem to be enough research into whether or not companies would actually be interested in such technology. Obviously, customer retention is a great topic for different businesses on the market. However, many of the companies already have their own internal programs and solutions that they use and have been using for a significant period of…

Marketing Walmart Type of Service Profit Not-For-Profit
Words: 744 Length: 3 Pages Document Type: Essay Paper #: 72506091
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Type of Service (Profit, not-for-profit, public service, routine, rare


Date, time, length, and precise location of Service Encounter:

March 1, 2013, 7am. 30 minutes

What did you choose to mystery shop this particular organisation (purpose, location, choice of provider, expectations)?


Exactly what did you and the employee(s) say and do?

Ask the employee where I could find Lava soap. She took me to the where it was located and told me if I need more help to let her know.

Describe and analyse the physical location, surroundings, decor, and general atmosphere of the outlet where the encounter took place:

Clean, friendly atmosphere, fairly clean parking lot

What could you and/or the employee(s) have done to increase the level of satisfaction? What improvements need to be made to this Service Encounter?

Ask if there was anything else the customer needed.

How likely is it that you will…


Anon., 2013. Customer Interface. [Online]

Available at:

[Accessed 18 Mar 2013].

Bhave, A., n.d. Customer Satisfaction Measurement. [Online]

Satisfaction Trust and Commitment in
Words: 7853 Length: 29 Pages Document Type: Term Paper Paper #: 285065
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esearch Aim

The purpose of this research is to investigate customer's loyalty throughout the dimensions of satisfaction, trust and commitment for mobile phone industry in Bangkok, Thailand. In addition, this research also provides practical knowledge which customers are dissimilar in satisfaction and look for different levels of relationship with mobile phones. To sum up briefly, it is completely useful for marketers to comprehend which paradigms affect customers to create good relationship with companies in order to sustain the customer's loyalty.

esearch Objectives

These are research objectives which are needed to be accomplished in order to reach the above research aim which are stated as following:

To study the relationship marketing to the mobile phone industry in Thailand.

To study the customer satisfactions factor to the mobile phone.

To identify the relationship between various component satisfaction and trust.

To identify the relationship between various component satisfaction and commitment.

To identify the…


Bailey, S. And D.E. Schultz. (2000). "Customer/Brand Loyalty in an Interactive Marketplace." Journal of Advertising Research, 40(3), p. 41.

Bruhn, M. (2003), Relationship marketing: management of customer relationships, Pearson Education, UK.

Chung, Sungmi and Mike Sherman. (2002). "Emerging Marketing: Companies Don't Need State-of-the-Art Tools, Huge Volumes of Customer Information, and Armies of Experts to Use Continuous-Relationship Marketing Effectively." The McKinsey Quarterly, p. 62.

Churchill, G.A. And Iacobucci, D. (2005), Marketing Research: Methodological Foundations, 9th edition, Thomson, USA.

MIS in Banking Automating Key
Words: 1282 Length: 4 Pages Document Type: Thesis Paper #: 29205705
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Assuming the increased attention to customer satisfaction saves at a minimum just 10 accounts, this will be worth approximately over $200,000 over the life of the accounts assuming a modest level of financial activity per account. The fixed costs of this recommendation are none as Google Analytics is free and the incremental IT-based costs of maintaining the linked code and the internal training could be covered by Overhead Cost Allocations already made to spread operating costs across the bank. The significant revenue upside is the potential for customer acquisition, customer retention and customer satisfaction from creating services that better align with the needs of customers over time. Differentiating banks' services on the ability to offer services that are more closely aligned to their needs than competitors can be a significant source of revenue over the long-term. Using Google Analytics as the basis of the strategy to complete this first recommendation…

E-Banking Its History and Current
Words: 12488 Length: 50 Pages Document Type: Research Proposal Paper #: 20740024
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Third is a series of passwords and personal information chosen by the customer. On top of this they guarantee customers that if they are victims of fraudulent activity on their Egg accounts, any losses are covered in full. "This has never happened," says Andrew. "There has never been any breach of internet security." ("- -- : Safety Net for" 2001:44)

Again internet and bank security are largely overexagertated yet they are occurring more frequently all banks and many other institutions are taking daily active precautions to reduce risk to customers and they are largely successful in doing so Electronic banking can take many forms. A recent trend that is a direct threat to banks is the development of e-money which takes the jurisdiction of stored financial value away from banks. The trend is growing as an alternative way in which to do online commerce transactions without utilizing bank systems including…

Figure 5 Online Banking and Ecommerce in Europe (Meyer 2006: )

Figure 6 Security Breech Experience is Rare in Europe (Meyer 2006:

SAP's Internet Marketing Strategy Evaluating
Words: 4815 Length: 10 Pages Document Type: Term Paper Paper #: 46570711
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Columbus (3) found that within the customer service arena, one CRM capability in particular demonstrated the greatest impact on profit improvement -- customer service execution.

Integration into Overall Marketing Strategy

SAP seeks to improve global campaigns' effectiveness at generating qualified sales leads, and to do so at lower cost per lead and greater speed over the Internet. To accomplish this SAP conducts an internal evaluation of its Marketing practices and uncovers the following problems during one of its marketing audits:

Regions often choose irrelevant communication tactics for the campaign goal or target customer and these tactics often end up on specific countries' websites.

Regions may sequence communications and target interactions ineffectively.

Regions often fail to share best practices across borders, leading to repetition of common mistakes.

Regions may experience difficulty translating campaign themes into local marketing messages, leading to globally inconsistent messages.

Moreover, Central Internet Marketing finds that regional groups…

Works Cited

Columbus - the Sell-Side E-Commerce Market: It's All About Integration. AMR Research Report. Monday April 1, 2002. Retrieved from the Internet on May 9, 2007:

Friedman, Billings, Ramsey - Technology, Media and Telecom: Enterprise Software. SAP Overview Initiating Coverage. Arlington, VA. November 8, 2006.

Murphy, Jim. Introducing the Active Knowledge Framework: Putting Knowledge Management to Work. AMR Research Report

1large Organizations Are Commonly Divided
Words: 580 Length: 2 Pages Document Type: Essay Paper #: 74446159
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For the functional department, comparable customer-facing strategies can be created and measured for results. he differences in business unit relative to functional area are the breadth and level of granularity these strategies are executed to. Functional areas typically have much more tactical approaches, looking at shorter-term objectives while business units will be more concerned with a longer-range and more strategic orientation to their customer-facing strategies. Strategies at the business unit level with regard to CRM would be the launch of a new product and the data mining of customer information to see who would be the most likely to purchase the new product. At the functional level however the specific aspects of one area of the product launch would be the primary focus.

QUESION #2: he Internet has grown from a stand-alone business/marketing strategy to a channel that must now be integrated into a company's overall marketing strategy and programs…

This includes the development of highly personalized e-mail blasts that are tailored to customers' preferences based on the analytics applications used to evaluate customer-facing data (Jackson, 2007). For the functional department, comparable customer-facing strategies can be created and measured for results. The differences in business unit relative to functional area are the breadth and level of granularity these strategies are executed to. Functional areas typically have much more tactical approaches, looking at shorter-term objectives while business units will be more concerned with a longer-range and more strategic orientation to their customer-facing strategies. Strategies at the business unit level with regard to CRM would be the launch of a new product and the data mining of customer information to see who would be the most likely to purchase the new product. At the functional level however the specific aspects of one area of the product launch would be the primary focus.

QUESTION #2: The Internet has grown from a stand-alone business/marketing strategy to a channel that must now be integrated into a company's overall marketing strategy and programs to fully leverage its impact. Using a minimum of 200 words, please answer the following: What role might the Internet play in an organization's customer retention initiatives?

The Internet is increasingly playing the more important and pivotal role in customer retention strategies. Retaining customers is now a strategic initiative inside many customer-driven companies given the importance of holding onto customer during an economic downturn. The strategic components of customer retention however are shifting away from more statically-defined approaches to interactive and collaborative ones that seek out the voice of the customer (Richards, Jones, 2008). The growing importance of social networking to companies is having a significant effect already on customer retention. Defining and executing strategies that concentrates on the role of Facebook, MySpace, LinkedIn, Twitter and other social networking sites are critical if any company is

Organic Pet Food for the Financial Perspective
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Organic Pet Food

For the financial perspective, there should be targets for revenue, net income and contribution margin. Revenue is critical, because the company needs to bring in enough cash to conceivably run the business. Net income is profit, which is the objective of every business owner. Revenue target = $100,000 in the first year. Net income target = profit in the first year. Contribution margin is the amount of money that is left over after variable costs (in this case cost of goods sold) for the coverage of fixed costs. This target should be set at 20%, so as to leave some room for profit.

For the customer value perspective, three metrics are customer retention, customer satisfaction and brand recognition. Retention is a measure of how many customers are return customers. The target here can be 50% initially. Obviously return customers are critical for the long-term growth of the…

Direct and Indirect Costs Associated
Words: 1782 Length: 6 Pages Document Type: Term Paper Paper #: 3739474
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" (Thomas, Hutcheson, Porterfield, and Pierannunzi, 1994)

Summary and Conclusion

It is clear that employee turnover is very costly to organizations and as noted in the introduction of this study employee turnover rates are as high as 23.4% in some industries, which demonstrates a very large financial cost to these organizations. As demonstrated by this report the costs associated with employee turnover are costs both of the direct and indirect nature. Costs for employee turnover on the average (average employee's salary, mid-size organization) are generally 150% of the employee's annual salary. Clearly, the organization with the least employee turnover is the organization that will realize the most profit and the most productivity. There are methods of avoiding employee turnover which have only been briefly touched upon within the scope of this present research but are methods that hold promise for the organization in the reduction of employee turnover and the…


Berger, L.A. And Berger, D.R. (2004) the talent management handbook: Creating Organizational excellence by Identifying, developing, and promoting your best people. New York: McGraw-Hill.

Bliss, William G. (2007) Cost of Employee Turnover - the Advisor. Online available at

Thomas, R.; Hutcheson, J.; Porterfield, J.; and Pierannunzi, C. (1994) the Impact of Recruitment, Selection, Promotion and Compensation Policies and Practices on the Glass Ceiling. Key Workplace Documents - Federal Publication. 1994 Cornell University.

Latest BLS Employee Turnover Rates for Year Ending August 2006 (2006) Retention Management and Metrics. Nobscot Corporation. Online available at .

Small Medium Sized Businesses in United Arab
Words: 1223 Length: 3 Pages Document Type: Essay Paper #: 84791572
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Small Medium Sized usinesses in United Arab Emirates

The objective of this study is to trace the history, customer services, CRM and satisfaction issues and problems in small medium size businesses in the United Arab Emirates and to discuss the trends in SMEs.

Small and Medium-scale Enterprises plays an important role in economic development worldwide. Many developing countries in fact have placed Small and medium enterprise development and promotion on top of their economic agenda one of them is The UAE country. Today United Arab Emirates setup governmental fund such as khalifa fund and Dubai SME fund to expand the SME sector and open new opportunities for entrepreneurs to grow and improve. As, There are many small businesses grow by the funding of the Khalifa fund which is "in 2008 offered Dh 246 million in funds for 154 new industrial and services enterprises." Also, the governmental funding can provides many…


Abu Dhabi Council for Economic Development Emphasizes Support to SME (2009) UAE Interact. 4 May 2009. Retrieved from:

Diana, Allison (nd) UAE CRM and Customer Experience Management Excels. Global CRM. Retrieved from: 

Microsoft Business Solutions highlights new customer relationship management offering (2002) AME Info. 13 Oct 2002. Retrieved from: 

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Role of Advertising
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Integrated marketing communications programs (IMC) use sales promotions as a major factor in their programs today. Marketers have realized that effective marketing is a combination of promotion and advertising. For effective communications programs, marketers have realized they have to rely on promotional sales, direct marketing, personal sales, convectional advertising campaigns and public relations. Sales promotions along with marketing make advertising more effective and, and the effectiveness can be increased by communication to increase awareness. IMC is a communication strategic tool, and it combines promotional mix to deliver maximum communication influence that target the audience. IMC can have the greatest persuasive effect because customers are in contact with brands. Different communicating tools are combined bringing a synergetic effect in resulting communication.

Since the inception of IMC, there have been many changes due to the changing relationship between marketers and consumers. There have also been shifts because of technology and direct communication…


Kitchen, P.J. And Schultz, D.E. (2009). New Horizon/False dawn for a marketplace in turmoil? Journal of Marketing Communications.

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Business Economics - GM545 Academic Term May
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Business Economics - GM545

Academic Term: May 2012 Session

Email ID:

Factors affecting the price of Gasoline:

It is an established fact that market forces of demand and supply are responsible for fluctuation in prices of commodities. Where demand is greater than supply, it is going to result in price hike i.e. An upward shift in the demand curve and vice versa.

Same principle governs the prices of gasoline at pumps and service stations. Where the retailer increases his prices, disregarding the competition, the demand of a gasoline at that particular pump will decline with business shifting to the competition. Where the demand reduces greatly, the retailer will further reduce his prices for customer retention.

Hence, it is competition in the retail industry which affects the prices greatly. This is the very reason why a gasoline station at a distant area or the one within the city shows price difference.…


Goettemoeller, J.A. (2007). Sustainable Ethanol: Biofuels, Biorefineries, Cellulosic Biomass, Flex-Fuel Vehicles, and Sustainable Farming for Energy Independence (Brief and comprehensive account of the history, evolution and future of ethanol). Prairie Oak Publishing, Maryville, Missouri. ISBN 978-0-9786293-0-4.

Sowell, T. (2000). Basic Economics: A Citizen's Guide to the Economy

Sterk, R. (2010). Cold weather wreaks havoc on orange crop, markets

Orange juice futures volatile but large stocks limit upside, Retrieved from

Business Plan for Ivy Discover
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The market analysis is provided in Table 2.

Table 2: Market Analysis






Potential Customers



Home Office








Small Office








































The company will also use different market strategy to achieve its business goals. Ivy Discover will run a very attractive advertising banner on different websites, which are constantly being visited by target customers, and the business will use several different form of promotion to attract potential customers. The promotion strategy will include discounted package deal. The sale process will include several criteria such as product presentation, relationship building, customer requirements, or needs. The company will build technical products that…


Chaffey, D. (2002) E-business and e-commerce management. Financial Times/Prentice Hall. Harlow, UK.

Cote, L. Vezina, M.and Sabourin, V.(2005). The Strategic Management Process in E-Business. Ivey Business Journal.

Kooten, M. (2009).Software Industry Defies Economic Crisis. Top 100 Research Foundation.

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Chinese Realty
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In addition, repeating ACSI can provide trend data (Hall, 2002, p. 23+), important to government agencies, but also to new industries. Hall notes that, "Besides the ability of the ACSI to maintain a pulse on customer satisfaction, the ACSI is an index, not just a survey. This means it groups all participants and provides an integrated score, or index" (2002, p. 23+).

Schay et al. reported that the United States federal Office of Personnel Management uses a similar instrument that measures nine core dimensions underlying customer satisfaction. "These dimensions were distilled from 139 dimensions identified in the management, marketing, and organizational psychology literature. The dimensions are empirically related to organizational effectiveness and relevant to all service sectors" (Schay et al., 2000, p. 30), and therefore would need to be developed specifically for each industry.

hile ACSI is the dominant measuring tool in much of U.S. consumer satisfaction research, the Kano…

Works Cited

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Service Quality of Singapore Airline
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Service Quality of Singapore Airline

The focus of this work in writing is the examination of the SERVQUAL model as it applies to a case study of Singapore Airlines in regards to service quality and the application of a conceptual model of service quality. This study will additionally explain the gap in service quality between firm and customer.

The work of Prayag and Dookhony-Ramphul (2010) report that the SERVQUAL model "is still the most widely used scale for measuring service quality. The SERVQUAL scale has been applied to airlines, hotels, financial services, health care, and the public sector." (p.3) uttle (1995) reports that SERVQUAL makes provision of a technology "for measuring and managing service quality (SQ). Since 1985, when the technology was first published, its innovators Parasuraman, Zeithaml and erry, have further developed, promulgated and promoted the technology through a series of publications." (p.8) It is reported that the AI/Inform…


Buttle, F. (1995) SERVQUAL: Review, Critique, Research Agenda. European Journal of Marketing 30,1. Oct 1994.

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Quality and Data Base Management
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poor staff morale affect customer service? What can be done to remedy the customer service problems when staff cooperation is lacking?

When asking what can be defined as a 'poor' overall sense of staff morale, sometimes it is more helpful to consider what is and creates a sense of 'good' staff morale for an organization. Clearly, a staff with a strong sense of morale and mission feels competent and confident in the organization's goals. A staff with strong morale has a strong sense of motivation and a belief in every employee's individual ability to achieve. A staff with strong morale also has a collective sense of faith in the organization's ability to attain specific goals. A staff with strong morale also feels that high quality performances are rewarded. But when a staff feels poorly about the organization's mission, goals, and rewards offered, they will not respond to customers with efficiency…

CRM in the Latin American
Words: 2928 Length: 8 Pages Document Type: Research Proposal Paper #: 4531737
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The crux of his research focused on the technological aspects of CM supporting is the essence of rising above all these other forms of unwanted communication and staying relevant for the long-term to prospects and customers.

esearch Design

The proposed research design will focus on interviewing approximately 500 customers of Latin American tourism providers in the last twelve months and assessing their relative levels of satisfaction using a survey designed using the SEVQUAL methodology. Using a series of questions included in the SEVQUAL instrument to focus on the ten aspects of service quality including reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the customer and tangibles of service. Consistent with the goal of this study to focus on the gap between service delivery ad expectations (Huang, Sarigllu, 2008) the research design will be stratified by originating nation of the respondent. This stratification of responded by country will be useful…


Josh Bernoff, Charlene Li. 2008. Harnessing the Power of the Oh-So-Social Web. MIT Sloan Management Review 49, no. 3 (April 1): 36-42.  (Accessed January 20, 2009).

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Ewom Communication and Brand Trust
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The corporation or seller could benefit by developing marketing strategies prior to consumer reviews being available online.

Seller Response to Novice and Expert Consumers

efore allowing consumers to post product reviews on a corporations or sellers website, the seller should consider the size of the segments of expert consumers and novice consumers. For example, the seller may benefit from selling certain products if a significant number of expert consumers exist, especially for technology driven products. On the other hand, the seller may damage sales if the expert consumers' segment overshadows that of the novice consumers.

Unknown or Less Popular Stores Online Seller Response

Relatively unknown corporations should be overly cautious when allowing consumers to post comments on their websites. If brand marketers fail to attract enough consumers to post reviews, the corporation may damage its reputation. these corporations might consider hiring a well-known, popular third-party source to handle consumer reviews.…


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Rosewood Hotels in Today's Globalized Economy Is
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osewood Hotels

In today's globalized economy, is it better to brand oneself as differentiated from the corporate world, or are there benefits to attaching yourself to a global brand? Many businesses favor a strategy that keeps them separate and different, in order to keep up a more artisan appeal. However, this too has its limitations. This was exactly the problem osewood Hotels found itself in when it was deciding whether or not to adopt a more centralized corporate brand strategy. The company had long believed in a more separatist approach, but research was clearly showing this was hindering the organization's success. Thus, the company finally decided to adopt a more centralized branding structure.

There were a number of clear benefits this move had in terms of increasing overall customer retention rates. Being a part of a globally known and respected brand image often helps increase consumer confidence in the brand.…


Dev, Chekitans S. & Stroock, Laure Mougeot. (2007). Rosewood hotels & resorts: Branding to increase customer profitability and lifetime value. Brief Cases. Harvard Publishing.

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Competing Concepts Under Which Organizations
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Over time the cause-and-effect of strategies to increased retention, get reflected in the metrics and KPIs that are rolled up into a single balanced scorecard. All of these metrics also are used for defining the second step in the process the book promotes, which is defining the causes of attrition and working to alleviate them.

The most difficult aspect of customer retention strategies and minimizing the defection rate is equating attrition to lost profits (Wright, iebe, 2010). Measures of lifetime customer profitability are difficult to accurately define and measure over time (Wright, iebe, 2010). The majority of companies attain the first two of these three steps yet stop short of being able to capture lost profits due to attrition (Wright, iebe, 2010). Only in those industries where there are exceptionally high levels of churn, for example with cable television and cellular phone providers, can the profitability be assessed per customer,…


Crosby, L., & Masland, J.. (2009). Customer Experience Innovation. Marketing Management, 18(2), 10.

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Dedrick, J., Kraemer, K., & Linden, G.. (2010). Who profits from innovation in global value chains?: a study of the iPod and notebook PCs. Industrial and Corporate Change, 19(1), 81.

Elinor Dumont. (2001, April). Problem / solution: Is life cycle marketing outdated? Bank Marketing, 33(3), 12-13.

Competency of Telecommunication Companies Historically in the
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Competency of Telecommunication Companies

Historically, in the telecommunication industry, service quality has been largely determined by the monopolistic service providers. These suppliers either operated as the private companies under government regulation or consisting of government agencies themselves. Therefore, customers had minimum control over the services quality they consumed. However, the evolutionary of the telecoms technology began to transform with the simultaneous advent of telecoms liberalization in the U.S., UK and Japan in the mid-980s. Liberalization created more flexibilities and opportunities for new entrants who would compete with the incumbents in these three countries - AT&T, British Telecom, and NTT (Fransman, 2004). ABC Country also followed the liberalization steps in the telecommunication industry, which resulted in government opened up the cellular service application by issuing licenses to commercial operators who are able to provide cellular service. The liberation causes the previous monopolistic government linked service provider needed to compete in the…

1.3 Telecommunication as a Field of Study

The telecommunications industry has been undergoing profound global changes during the last decades. Fransman (2004) analyses the transformation of the 'old' telecommunications industry which in the mid-1980s was taken apart with the extinction of the then dominant monopolies in countries such as Japan, the U.S. And the UK. This wave of liberalization reached Europe and the countries of Latin America in the 1990s. According to Fransman (2004), even more important was the technological advance that originates the 'infocommunication' industry supported by a triad of technologies: packet-switching, internet protocol and World Wide Web.

In the ABC Country case, the state acted as the sole provider of telecommunication services until the mid-1980s. The privatization process witnessed a strong movement of local companies partnered with foreign technology suppliers seeking to position themselves in the local market. Consequently, the industry is liberalized and opened. Furthermore, the lower entry cost