Customer Relationship Management Concepts And Technologies 1st Edition Gerhard Raab, Riad A. Ajami, Vidyaranya B. Gargeya And G. Jason Goddard - Solutions

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1.3. What is the significance of Griggs v. Duke Power Company, and how has it changed the testing of applicants for fire service positions?
1. 2. Discuss a legal case that affected your fire de partment. In your opinion, was it handled properly? What could have been done differ ently or improved?Case Study
1.. Why does the fire officer need to have a good understanding of the law and its application?
1.What action do you take and how?
1.5. Identify four basic skills that a fire service personnel manager will need in order to manage an increasingly diverse workforce effectively.
1.4. Name two fire service organizational benefits of increased diversity.
1. 3. Discuss at least three issues in the fire service work environment that may complicate the management of diversity
1.2. Identify and discuss the four basic strategies of flex management.
1.1. Describe the diversity of your fire department as well as the diversity of the community you serve.
1.How are these situations different? Are the ethical issues the same or not? How would you handle a situation like this in your department?
1.5. How can a fire chief demonstrate his or her commitment to good ethics?
1. 4. Describe the structure of your fire depart ment personnel functions and that of the local government personnel office. Who is responsible for specific personnel functions?How can you improve the relationship with your city or county personnel office?
1. 3. Why is ethical behavior important to the fire department, and how would you describe this behavior?
1.2. Discuss how the conflict among different val ues can affect a fire department, and provide at least two examples from your fire depart ment. How were these situations resolved?and modified over time. The interaction of and, at times, the conflict between these values can be very difficult to
1.1. Identify and discuss the ramifications of at least three major trends in society that have affected the implementation of personnel management.
1.■ Explain how to establish an effective relationship with the personnel office.
1. ■ Understand ethics and ethical situations.
1.■ Explain how values affect personnel management.
1.■ Describe team-based organizations.
1.■ Describe various elements of personnel management.
4. Discuss the complications and benefits to be achieved by pursuing CRM on a global scale.
3. Elaborate on why upper-management support is crucial to the success of a CRM implementation effort.
2. Outline an effective change management system that will produce a successful CRM implementation for your organization.
1. What are the most common pitfalls of CRM implementation and how can they best be avoided?
Discuss the cause and effect chain in the Balanced Scorecard.
Describe the value chain model as it relates to the fulfillment of customer wishes.
Elaborate on the four perspectives of the Balanced Scorecard.
Explain how the Balanced Scorecard relates to international strategy in the global economy.
Understand the importance of the Balanced Scorecard in achieving company success.
4. Describe the three phases of the CVD model. Make sure to comment on the link between customer importance, customer satisfaction, and customer value in your answer. How would this model be applied to your organization?
3. Assess the strengths and weaknesses of the customer-oriented process cost calculation model. How might the weaknesses be alleviated?
2. What are the benefits of the CCPC model? Are there any weaknesses in this approach?
1. Does the forward-looking component of the CLV model seem appropriate for your company or organization? If not, what are some reasons that it would not apply? Then provide details as to ways that the CLV model could be implemented.
Elaborate on which international strategies and competitive advantages are compatible with CRM.
Discuss implementation issues with Global CRM.
Compare and contrast the ‘top-down’ approach of organizational sponsorship with the ‘bottom-up’ approach.
Elaborate on the characteristics of an effective change management program.
Discuss the challenges facing successful CRM implementation efforts.
5. Devise a high-level BSC for your organization. Make sure to include all four perspectives in your analysis.
4. Explain why the financial perspective of the BSC is the foundation from which the other perspectives are grounded. Also elaborate as to how each of the four components must be dependent on each other for success.
3. In a short paragraph, write down the key components of a successful CRM program for your organization. Be sure to include commentary concerning each of the chapters covered in this book in your answer.
2. Discuss the value chain as it relates to the components of international strategy. Then choose a product or service and outline how the innovation, operational, and customer service processes can be utilized in order to fulfill the wishes of your target consumer.
1. Explain how the BSC enhances a firm's ability to create a successful global strategy. Then elaborate on how the BSC is most suited to the CRM approach.
Elaborate on the three phases of the Customer Value Development (CVD) model.
Discuss the concept of customer lifetime value (CLV).
Explain customer-oriented process cost calculation.
Assess the strengths and weaknesses of the Calculation of Customer Profit Contribution (CCPC) model.
Discuss the transaction versus relationship approaches to customer value.
5. Consider the last time that you experienced dissatisfaction with a product or service that you purchased. Did you complain? If not, why did you fail to complain? If you did, discuss how your complaint was handled, and what the firm might have done differently to improve the situation.
4. How might the tools of customer retention be utilized in your company or university? Are there any strategies that were discussed in the chapter that would not be feasible for your organization?
3. Explain why an effective customer orientation program must precede a successful customer retention program. What might be possible problems of offering a strong retention program as the first step?
2. Discuss the primary advantages of an effective customer retention program at your company or university.
1. List and elaborate on the importance of the five categories of causes of commitment.
Describe the process and the benefits of CHAID for improving customer retention.
Elaborate on the importance of an effective complaint management system.
Describe the benefits of creating customer clubs and customer cards.
Discuss methodologies for achieving customer retention.
Elaborate on the advantages of customer retention.
Describe the five categories of the causes of commitment.
Understand the difference between being constrained and being loyal.
6. Using the eight phases of a customer satisfaction study, discuss how such a study could be implemented successfully in your company or university.
5. How has the understanding of customer satisfaction expanded since Albert O. Hirschman's famous book, Exit, Voice, & Loyalty first appeared in the 1970s?
4. Using the CSD model, discuss how the four different customer types (faultfinders, travelers, convenients, and pushers) are influencing the standards of service in the banking, automotive, and information technology industries.
3. What are some suggested strategies for a firm to best alleviate customer losses due to the variety-seeking phenomenon?
2. Provide some examples when the level of service that you received was less than your expectations. What led to the level of experience being less than what you desired? What was the result of your experience? Make sure to use the 'should' and 'is' terminology in your answers.
1. How is customer satisfaction defined at your company or university? Describe how customer satisfaction can be best measured at your organization.
Distinguish between the two subjective forms of customer satisfaction measurement.
Discuss the eight phases of a customer satisfaction study.
Explain the advantages of a continuous customer satisfaction study for an organization.
Discuss how Contrast Theory and Assimilation Contrast Theory relate to Cognitive Dissonance.
Elaborate on the theory of Cognitive Dissonance.
Discuss the different levels of customer satisfaction utilizing the Customer Satisfaction Development Model.
Differentiate between the 'should' and 'is'factors of customer satisfaction.
Understand the importance of customer satisfaction to company performance.
4. What suggestions for improvement do you have for future studies of this sort at Asia World Bank?
3. What are your recommendations as to the implementation of improvement initiatives based on the results of these studies?
2. What important information can you learn from these studies in terms of areas of future strategic focus for Asia World Bank?
1. Summarize the findings of both the Kano model survey and the QFD (House of Quality) survey. Does there appear to be an alignment with the customer attribute preferences and the service characteristics for both studies? Do the studies provide any conflicting information?
5. How can your organization's definition of quality most accurately be revealed? What are some common pitfalls associated with defining quality?
4. How might QFD and the House of Quality be utilized to improve customer quality at your organization?
3. How would be the most reliable way to implement the Kano model in your firm or university? What improvements might result from its implementation?
Quality Aspect Auto Bank Grocer Friendliness of employee Speed of transaction processing Zero defects—billing process Zero defects—product performance Low cost relative to competition Wide array of product choices High level of safety/security of products Quick resolution of problem
2. Utilizing the Kano model, consider which of the features below would be considered basic, performance, and thrill standards for your automobile, your bank, and your grocery store:
1. Discuss the strengths and weaknesses of quality-oriented definitions from the perspective of the manufacturer, the customer, and the competition.
Briefly outline the ten areas of the House of Quality.
Elaborate on the four planning phases of the Quality Function Deployment (QFD).
Discuss the importance of Quality Function Deployment (QFD) in improving the quality of a product or service.
Understand how the results of the Kano model are interpreted.
Elaborate on the components of the Kano model.
Define the multiple dimensions of quality.
6. How might a customer-oriented renumeration system be implemented at your firm? What changes to your current incentives would be necessary for this to occur?
5. From both a cost and quality of service standpoint, what are the strengths and weaknesses of establishing a call center for handling direct customer inquiries?
4. Compare and contrast the different technological methods of achieving customer orientation. Which of these methods could be used to enhance customer orientation at your firm or university?
3. Considering the international strategies discussed in Chapter 1, discuss the benefits and shortcomings of each strategic alternative when considering creating an environmental of customer orientation.
2. Assume that you are in charge of hiring at your firm or university. What specific questions would you consider including in your interview process in order to obtain the most customer-oriented personnel?
1. Discuss how having satisfied and engaged employees contributes to the overall success of a company. Consider your organization or university when compiling your answer.
Identify the form of organizational structure which is most conducive with customer orientation.
Discuss how decision trees are utilized in the data mining process.
Understand the importance of data mining in a successful customer orientation program.
Compare and contrast the different technological methods of achieving customer orientation.

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Customer Relationship Management Concepts And Technologies 1st Edition Gerhard Raab, Riad A. Ajami, Vidyaranya B. Gargeya And G. Jason Goddard - Solutions

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