The document discusses Customer Relationship Management (CRM). It defines CRM as a business strategy aimed at understanding customers to manage relationships and maximize lifetime value. CRM focuses on both acquiring new customers and retaining existing ones. It emphasizes creating long-term customer value and loyalty through personalized services and technologies like databases, data mining and one-to-one marketing. Examples provided include retailers like Amazon and Tesco tracking customer purchase histories to send personalized offers and promotions.
Customer Relationship Management. If you are a startup or business looking to buy a CRM software for your business this slide share will help you out immensely. 1Click team has spent time analyzing customers and CRM softwares to come up with this. SalesForce, Zoho, Microsoft... no matter which CRM you are evaluating for your business this you will find this immensely useful in decision making.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you have live conversations with visitors on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. No add-on, no plugin, no extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and perform cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our Wordpress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugin will enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. Our customer support tool let's you make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
We know very that customer engagement is a team activity. 1Click live video chat widget lets you seamlessly chat with or transfer conversations to other agents. Our live chat widget comes with website statistics, and chat analytics available at your fingertips all the time. We take security very seriously. Enjoy secure encrypted chats on your SSL (https) web pages. All the video chats, audio chats, and text chats are 128 bit AES encrypted. We are developer friendly. Extend and customize the behavior of the widget. Be unique, and get creative with our Javascript APIs. Powered, and constantly upgraded with the latest web technologies such as webRTC we enable real-time communication over web (read browser). webRTC live chat, we believe will be the future of communication. 1Click live chat software will help you increase customer sastisfaction and multiply online sales.
http://1click.io
Customer Relationship Management. If you are a startup or business looking to buy a CRM software for your business this slide share will help you out immensely. 1Click team has spent time analyzing customers and CRM softwares to come up with this. SalesForce, Zoho, Microsoft... no matter which CRM you are evaluating for your business this you will find this immensely useful in decision making.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you have live conversations with visitors on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. No add-on, no plugin, no extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and perform cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our Wordpress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugin will enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. Our customer support tool let's you make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
We know very that customer engagement is a team activity. 1Click live video chat widget lets you seamlessly chat with or transfer conversations to other agents. Our live chat widget comes with website statistics, and chat analytics available at your fingertips all the time. We take security very seriously. Enjoy secure encrypted chats on your SSL (https) web pages. All the video chats, audio chats, and text chats are 128 bit AES encrypted. We are developer friendly. Extend and customize the behavior of the widget. Be unique, and get creative with our Javascript APIs. Powered, and constantly upgraded with the latest web technologies such as webRTC we enable real-time communication over web (read browser). webRTC live chat, we believe will be the future of communication. 1Click live chat software will help you increase customer sastisfaction and multiply online sales.
http://1click.io
Customer Relationship Management by Ravi KumudeshRavi Kumudesh
CRM “is a business strategy that aims to understand, anticipate and manage the needs of an organisation’s current and potential customers”
It is a “comprehensive approach which provides seamless integration of every area of business that touches the customer- namely marketing, sales, customer services and field support through the integration of people, process and technology”
CRM is a shift from traditional marketing as it focuses on the retention of customers in addition to the acquisition of new customers
“The expression Customer Relationship Management (CRM) is becoming standard terminology, replacing what is widely perceived to be a misleadingly narrow term, relationship marketing (RM)”
Presentation slides from Customer Relationship Management (CRM) workshop as part of Destination Digital business support programme from Connecting Cambridgeshire.
Want more information? Small businesses across Cambridgeshire and Peterborough can currently get free business support on using digital technology until March 2015.
More information here: http://destinationdigital.info/advice/
Objectives:
1- introduction
2- Evolution of Marketing
3- CX Definition
4- Why is CX important for your business
5- The benefits of delivering a great CX
6- What is a good CX
7- The difference between CX & CS
8- The CX Cycle
9- Ways to Communicate your Customer
10- Measuring CX
11- Analyzing CX
Discover Drew Diskin's 5-Ps of CX in this informative framework for understanding and leveraging the customer experience to market and build excellent brands. This presentation was originally shared with Bryant University students, alumni and faculty worldwide.
Customer Relationship Management by Ravi KumudeshRavi Kumudesh
CRM “is a business strategy that aims to understand, anticipate and manage the needs of an organisation’s current and potential customers”
It is a “comprehensive approach which provides seamless integration of every area of business that touches the customer- namely marketing, sales, customer services and field support through the integration of people, process and technology”
CRM is a shift from traditional marketing as it focuses on the retention of customers in addition to the acquisition of new customers
“The expression Customer Relationship Management (CRM) is becoming standard terminology, replacing what is widely perceived to be a misleadingly narrow term, relationship marketing (RM)”
Presentation slides from Customer Relationship Management (CRM) workshop as part of Destination Digital business support programme from Connecting Cambridgeshire.
Want more information? Small businesses across Cambridgeshire and Peterborough can currently get free business support on using digital technology until March 2015.
More information here: http://destinationdigital.info/advice/
Objectives:
1- introduction
2- Evolution of Marketing
3- CX Definition
4- Why is CX important for your business
5- The benefits of delivering a great CX
6- What is a good CX
7- The difference between CX & CS
8- The CX Cycle
9- Ways to Communicate your Customer
10- Measuring CX
11- Analyzing CX
Discover Drew Diskin's 5-Ps of CX in this informative framework for understanding and leveraging the customer experience to market and build excellent brands. This presentation was originally shared with Bryant University students, alumni and faculty worldwide.
lastminute com - lean customer driven development - for mobile academyDave Slocombe
A presentation for the http://themobileacademy.org.uk/ at lastminute.com on the key principles behind continuous improvement and delivery.
Videos not included at this time
Results of a new distribution study in the hospitality sector: One out of seven hotel bookings in Switzerland made on Priceline’s booking.com in 2012
Online distribution is becoming increasingly important for the hotel industry in Switzerland. On average, today in Switzerland already 30% of bookings are generated electronically in real-time through online booking agencies (OTA), hotel websites, global reservation systems (GDS), central reservation systems (CRS) of hotel chains, hotel cooperation and social media platforms. This represents an estimated turnover of over 1.1 billion francs. These are some of the results of a joint survey by the Swiss Hotel Association (www.hotelleriesuisse.ch) in collaboration with the Institute for Tourism of the University of Applied Sciences Western Switzerland Valais (HES-SO Valais) in Sierre (www.hevs.ch).
According to the study which was conducted between December 2012 and January 2013 and based on the responses of over 200 hotels in Switzerland, online travel agencies (OTA) reached a market share of 20.9% in 2012, an increase of 5% compared to 2011. They have multiplied their market shares in the last five years. Meanwhile, both traditional direct sales and sales generated by tourism partners (e.g. travel agencies, tourism organizations) have constantly declined. In 2012, only 62% of the bookings in Switzerland were generated via direct sales channels, against 75% in previous years.
Booking.com is the most frequently used OTA in Switzerland. According to our data, its market share among OTA increased from 53% to 67%. The absolute market share (with respect to all channels) of booking.com is 14.8%, meaning that every seventh booking in the Swiss hospitality sector is generated by this player. Hotel Reservation System (HRS), GHIX and Expedia are other important players in this domain.
The total amount of commissions paid to intermediaries by Swiss hotels add up to estimated 194 million francs of which 124 million francs were spent for commission payments to online channels. OTAs represent the largest part with an estimated 104 million francs.
Approximately 40% of the questioned hoteliers used mobile sales channels in in 2012 compared to about one-third in 2011. Companies active in mobile distribution used websites adapted to mobile internet more often as opposed to specific apps.
What is SAP| SAP Introduction | Overview of SAPGlobustrainings
First of all you know what is SAP.Why we are using SAP.
Please visit our web site http://www.globustrainings.com
Email: globustrainings@gmail.com / info@globustrainings.com
Mobile: +91 9019342244
Remote communication has become an integral component in the contemporary business environment. With the introduction of novel technologies and digital tools, businesses of all sizes can leverage the power of effective virtual communication. For this purpose, advanced technologies and tools are required to make communication effective, easy, and simple between remote customers and the bank. A contact centre is a central point from which organizations manage all customer interactions across various channels. Their primary purpose is to offer customers efficient and effective technical support, customer service and sales assistance.
Consumers' expectations keep on changing and they develop preferences and necessities very fast, according to trends and market changes. Digital solutions such as remote advisor help the Customer to focus on their real needs and educate them with the aim of selling the best product to every single person and not all products to everybody. Contact centres are growing in importance, as customers increasingly expect organizations to be consistently available on various channels, not just over the phone. Contact centres take an Omni channel approach, enabling them to refine customer service, increase efficiency and improve insights into customers' behaviours and needs to create better customer experiences.
The proliferation of, and rapid advances in, technology-based systems, especially those related to the internet, are leading to fundamental changes in how brands interact with customers. Virtual channels are becoming more relevant, with the increasing penetration of high-speed internet connectivity and web-enabled mobile devices allowing consumers to spend more time online.
This is true in some aspects of everyday life and for a number of products and services consumers require; spaces like utilities, financial services, insurance, telecommunications, fashion, publishing, and more – with their competitiveness and time-saving potential – all make for substantial improvements in customer experience when interactions between brand and user take place online, or on the go.
Faced with slow growth, retail banks today are under pressure to improve their quality of service, while also reducing costs to remain competitive in an extremely volatile and uncertain market. Distribution channels play a key role in delivering an enhanced customer experience as customer interactions begin, in some cases switch between, and end within specific channels, physical or virtual.
Financial institutions are searching for new avenues to connect with customers and sell their products. At the same time, consumer expectations are changing rapidly, with preference for a personalised, streamlined, engaging and digital experience. One emerging model that addresses these twin pressures is remote advice.
CBE has designed appropriate micro business segment with proper CVP that can increase customer experience through provision of alternative product
In this stiff and fast passed daily life and following business environment every minute counts and it’s not always easy to visit the bank office every time you need assistance from the banks side. owing to this fact customers demand for financial and service advice including questions regarding loan, repayment and many more to get supports by using digital remote advisory methods is growing quickly.
The modern business environment now includes remote guidance as a crucial element. Businesses of all sizes can benefit from the power of efficient virtual communication thanks to the emergence of advanced technologies and digital tools. To achieve this, advanced technologies and solutions are needed to enable communication between remote consumers and the bank in efficient, convenient, and easy way.
Customers' attitudes and demands change as a result of the rapidly advancing technological development and fast passed changing way of life. Customers request access to services and products without visiting the office by utilizing available internet technology within various platforms, which may result in simplifying the lives of customers and increasing the overall productivity of the country due to the ease of access of the banks services while the customers are working their own job.
Promoting remote advisory to customers isn’t a sales drive, it's an opportunity to support your existing and potential customers with improved remote servicing, availability and assistance. And it may enhance satisfaction of the customers by providing solutions to the problems raised in using services and products of.
Remote assistance during needy time is a crucial factor for the service delivery organ to get more intimacy with its customers for present and the future in this stiffer and competitive business environment. It is inherent to the human brain to remember what happened during stressful times more vividly and for a longer period of time. The level of digital servicing, meaningful help and empathy company can offer during needy time will have a lasting impact on your customer relationships.
Customers of MSL (micro saving and loan) will make requests for the newly opening loan accounts, as well as information about current loans, repayment amounts, and other contracts. There is a genuine sense of urgency surrounding this because clients need assistance to manage their financial and usage hardship. Also, since clients cannot or do not want to visit a branch, the service must be digital. For many banks that will necessitate considerably scaling up their digital servicing and remote administration channels to support customers.
Financial institutions are looking for new ways to reach out to customers and sell their products. Simultaneously, consumer expectations are rapidly changing, with a preference for a personalized, streamlined, engaging, and digital experience. Remote advice is one emerging model that addresses these pressures.
CBE has designed an appropria
Enterprise System ImplementationMemoWalt Disney World Reso.docxYASHU40
Enterprise System Implementation
Memo
Walt Disney World Resorts
To: CIO
From:
CC: CMO, CFO, COO
Date:
Subject: Success Criteria for Enterprise System Implementation
The organization in this technology-oriented market without Enterprise Resource Planning is running by some software, which does not even allow customization while integration is a bigger target. To incorporate in this challenging and competitive world the companies are moving toward best ERP solutions to get the benefits i.e. SAP, Oracle, Microsoft. In case of Walt Disney World Resorts case I suggest implementation of Customer Relationship Management for certain benefits and to eliminate issues that the company are currently facing. In the gravity of this implementation here are certain success criteria in the back of my suggestion.
Criterion 1: Application Strategy
The application integration architecture is the most complete and integration solution in ERP for orchestrating agile, user friendly and user oriented business processes across all the enterprise business application. This will help the organization in:
1. Gain business and IT efficiencies
2. Increase agility which is a basic requirement in case of Walt Disney
3. Lower total cost of overall ownership
Criterion2: Product Integration Strategy
For Tier I level organization like Walt Disney SAP provides best ERP solutions (Schickel, 1968). The product integration strategy of a solution allows a company to focus either on:
· Focusing on one product line and investing totally in that particular product line or
· Companies can focus on supporting multiple application with or without overlapping in functionality but allows the customer to chose best of if its product application
These aspects help the Walt Disney to encounter the issues in different business segments and facilitate the customer by providing friendly user application on mobiles and in booking area for receiving tickets and food items without queuing in long lines.
Criterion 3: Comprehensive CRM capabilities
A CRM is a comprehensive package in business support and facilitation from its customer data maintenance to report generation. This provides role based customer intelligence and pre-built integration. Company can develop a complete database of its valued customers and provide facilities even online to avoid the hassles. Following are certain capabilities of CRM:
· CRM with a proper training becomes a friendly intelligent system of employees that save time cost, Psychological cost, and monetary cost.
· This System also help is maintains the record of millions of customers and retrieval on just one click by unique account numbers (Moore, 1980).
Criterion 4: Web Based Application Strategy
Web based application strategy helps organization transform to gain more and valued by lowering the cost and risk. This creates integration among the business processes and application to widen the approach and access of authorized users. But the risks of cyber ...
This video is presented by USEP's BSCS student Alvin Mark U. Cabeliño under Mr. ND Arquillano as a partial fulfilment for Elective 4 -E-Commerce It talks about CRM.
CRM evolution, multi-channel integration and customer response managementrahuls30
From knowing and connecting with the customer to reaching them via multiple channels, we've come a long way. There are views, opinions, feedback and all kinds of data streaming simultaneously from a large number of channels. And with new channels opening up, we are forced to ask "What next?" Presenting an exclusive whitepaper that features the growing challenges of dealing with a multi-channel response interface, streamlining data from various sources and efficiently engaging with your customers…
Municipal
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
______
Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
___
Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
____
Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
______
Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2.13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our st
Mmmm
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
______
Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
___
Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
____
Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
______
Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2.
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressf
This chapter provides the basics of Electronic Customer Relationship Management and gives a clear idea about the e-CRM. It also gives the knowledge of changing perspective of the e-CRM practices
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
Biological screening of herbal drugs: Introduction and Need for
Phyto-Pharmacological Screening, New Strategies for evaluating
Natural Products, In vitro evaluation techniques for Antioxidants, Antimicrobial and Anticancer drugs. In vivo evaluation techniques
for Anti-inflammatory, Antiulcer, Anticancer, Wound healing, Antidiabetic, Hepatoprotective, Cardio protective, Diuretics and
Antifertility, Toxicity studies as per OECD guidelines
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdfTechSoup
In this webinar you will learn how your organization can access TechSoup's wide variety of product discount and donation programs. From hardware to software, we'll give you a tour of the tools available to help your nonprofit with productivity, collaboration, financial management, donor tracking, security, and more.
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
Francesca Gottschalk - How can education support child empowerment.pptxEduSkills OECD
Francesca Gottschalk from the OECD’s Centre for Educational Research and Innovation presents at the Ask an Expert Webinar: How can education support child empowerment?
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
Palestine last event orientationfvgnh .pptxRaedMohamed3
An EFL lesson about the current events in Palestine. It is intended to be for intermediate students who wish to increase their listening skills through a short lesson in power point.
The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
Acetabularia Information For Class 9 .docxvaibhavrinwa19
Acetabularia acetabulum is a single-celled green alga that in its vegetative state is morphologically differentiated into a basal rhizoid and an axially elongated stalk, which bears whorls of branching hairs. The single diploid nucleus resides in the rhizoid.
2. What is CRM?
CRM “is a business strategy that aims to understand,
anticipate and manage the needs of an organisation’s
current and potential customers”
CRM is a shift from traditional marketing as it focuses
on the retention of customers in addition to the
acquisition of new customers
4/1/2012 2
3. Definition of CRM
“CRM is concerned with the creation,
development and enhancement of
individualised customer relationships
with carefully targeted customers and
resulting in maximizing their total
customer life-time value”
4/1/2012 3
4. The purpose of CRM
“The focus [of CRM] is on creating value for the
customer and the company over the longer term” .
When customers value the customer service that
they receive from suppliers, they are less likely to
look to alternative suppliers for their needs .
CRM enables organisations to gain ‘competitive
advantage’ over competitors that supply similar
products or services.
4/1/2012 4
5. Why is CRM important?
“Today’s businesses compete with multi-product
offerings created and delivered by networks, alliances
and partnerships of many kinds. Both retaining
customers and building relationships with other value-
adding allies is critical to corporate performance”.
“The adoption of C.R.M. is being fuelled by a
recognition that long-term relationships with
customers are one of the most important assets of an
organisation”.
4/1/2012 5
6. Information Technology and CRM
Technology plays a pivotal role in CRM.
Technological approaches involving the use of
databases, data mining and one-to-one marketing can
assist organisations to increase customer value and
their own profitability.
4/1/2012 6
7. Information Technology and CRM:
Examples
Here are examples of how technology can be used to create
personalised services to increase loyalty in customers:
Phone calls, emails, mobile phone text messages, or
WAP services
4/1/2012 7
8. LASTMINUTE.COM
When tickets are purchased online via
Lastminute.com, the website retains the
customers details and their purchase
history. The website regularly send
emails to previous customers to inform
them of similar upcoming events or
special discounts. This helps to ensure
that customers will continue to
purchase tickets from Lastminute.com
in the future.
4/1/2012 8
9. VIDEOCON
Videocon has emerged as the first company in
India to have successfully implemented
mySAP (ERP version 2004) across the
organization. This installation combines all the
futuristic modules like Enterprise Portal (EP),
Business Warehousing (BW), Customer
Relationship Management (CRM), and
Human Capital Management (HCM) amongst
others and is thus one of its kinds in India.
4/1/2012 9
10. Videocon has recently celebrated the anniversary of
mySAP execution. The award is a re-affirmation of
the growing maturity of IT adoption in Videocon
Group of Companies. It underlines how information
technology is being leveraged at Videocon for
effective business transformation and for
consolidation of its global spread. It bears a
testimony to the fundamental practice at Videocon to
achieve excellence in its operational efficiencies
while delivering strong return on investment to its
stakeholders.
4/1/2012 10
11. COOKIES
The online store, Amazon, uses “cookies” to provide a
personalised service for its customers. Amazon requires
customers to register with the service when they purchase
items. When registered customers log in to Amazon at a
later time, they are „greeted‟ with a welcome message
which uses their name (for e.g. “Hello John”). In addition,
their previous purchases are highlighted and a list of
similar items that the customer may wish to purchase are
also highlighted.
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12. LOYALTY CARDS
The supermarket chain, Tescos, offers loyalty cards to its
customers. When customers use the loyalty cards during
pay transactions for goods, details of the purchases are
stored in a database which enables Tescos to keep track of
all the purchases that their customers make. At regular
intervals, Tescos sends its customers money saving
coupons by post for the products that the customers have
bought in the past. The aim of this is to encourage
customers to continually return to Tescos to do their
shopping
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13. Software firm Oracle said its Seibel
customer relation management (CRM)
software is being used by over 1,500 Tata
Motors dealers in about 1,000 dealer
locations to help the company get closer to
its customers . "Siebel CRM has empowered
our dealers and the company to understand
our customers better, resulting in greater
customer base
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14. Face-to-face CRM
CRM can also be carried out in face-to-face interactions
without the use of technology
Staff members often remember the names and favourite
services/products of regular customers and use this
information to create a personalised service for them.
For example, in a hospital library you will know the name of
nurses that come in often and probably remember the area
that they work in.
However, face-to-face CRM could prove less useful when
organisations have a large number of customers as it would
be more difficult to remember details about each of them.
15. Benefits of CRM
Benefits of CRM include :
reduced costs, because the right things are being done (ie.,
effective and efficient operation)
increased customer satisfaction, because they are getting exactly
what they want (ie. meeting and exceeding expectations)
ensuring that the focus of the organisation is external
growth in numbers of customers
maximisation of opportunities (eg. increased services, referrals,
etc.)
increased access to a source of market and competitor
information
highlighting poor operational processes
long term profitability and sustainability