CRM in the telecom industry

CRM in the telecom industry Ch 6: (Discussion ) Conclusion ( future recommendations) Leading companies with competitive advantage find their success by listening to customers in order to understand their needs and in turn, offering the best solution/product possible. This is essentially customer service, and this is what differentiates companies in the marketplace. Customer relationship management systems capture customer activity and offer business a process whereby to measure and manage customer interaction. Social media encourages participation in an open community environment where users can share information and make comments in a two way conversation that connects people, sites and resources. Combining Customer relationship management systems and social media will give businesses an opportunity to partake in real customer interaction and help them to improve their product and services from feedback posted on social media. Telecommunication pays a significant role in connecting friends and family and is a major customer oriented business, so it is important for the telecom industry to engage customers by using social media within its customer relationship management system. The main objective of this thesis was to find the level of awareness of social media in mobile phone users in Pakistan and to emphasize how social media can be used to the benefit or detriment of companies. Second objective of this thesis was to find the problem faced by the current implementation of CRM in telecom industry and what are the basic actions taken by the organization to resolve these problems but on the other hand customer experience is changed by the social media revolution and they are becoming more interactive with companies therefore it is important to find what telecom industry in Pakistan is doing to capture this rich customer experience using social media. After studying the literature, a series of problems were identified specific to CRM in the telecom industry, such as dirty data problems, adaptation by end user and security and fraud. Beside these, CRM experts also emphasize the use of social media in CRM and depict it as CRM 2.0. Hence, the challenge was to highlight the importance of social media with respect to the telecom industry and to analyze CRM 2.0 with respect to problems faced by the current CRM. To achieve this task, a survey was conducted to find the awareness of social media and the customer satisfaction level in the mobile phone consumer in Pakistan. Interviews were also conducted to find what telecom companies were doing to resolve the problem of CRM and their views about the CRM 2.0. The subsequent section will summarize the life-cycle of this research. This study began with research questions regarding the new concept of CRM, which as yet has not been introduced into business, and of which there is no existing example. The first question was to find the benefits of CRM 2.0 for the telecom industry. However, after studying literature and analyzing the main component of CRM 2.0 which is social media, the study had to slightly adjust its research question to finding awareness of social media in the consumers of the telecom industry in Pakistan along with customer satisfaction. This social media allows consumers to generate content which has revolutionized all previous concepts of business and consumer interaction. Therefore it was necessary to adjust research question and come up with question which will enrich the context of this research and provide additional benefits, which proves that consumers in Pakistan are also aware to social media. Therefore the new question is to find awareness to social media among the consumers and to find relationship between the social media and customer satisfaction. In the previous section, findings of the literature review were analyzed, and the survey and interviews mapped to find a suitable answer. The findings of the consumer survey revealed that 92.5% of the responding population was fully aware of social media and using it in their daily lives. This result is again tested by using binomial test to confirm our hypothesis. The result of the test illustrates that 74% of the population are aware of 4 or more types of social media. Both results show that there is very high level of awareness of social media in the population of Pakistan. To discover the relationship between social media and customer satisfaction, the Pearson product Moment correlation was used for calculation; with the result that a positive correlation between the social media and customer satisfaction was found. This meant that consumers could use social media against companies if their satisfaction level was low or vice-versa. The second question concerned the problem of whether in achieving quality customer data, adaptations by the end user will be solved by new CRM. After studying literature and conducting interviews, it was clear that dirty data is a persistent issue and there is a high probability of these issues occurring in the new CRM 2.0. However, companies have in-house tools which could help them to resolve this problem. This study also found that these issues occurred due to layered architecture in the enterprise system and there is a high chance that CRM 2.0 will use a different architecture and we strongly recommend that before starting the CRM 2.0 initiative organization must keep in consideration of these two issues. In the case of user adaption, frequent training is the answer to this problem and results show that the companies have developed improved mechanized methods to undertake staff training, which has helped to minimize user adaption problems. The same methods can be used for CRM 2.0. The third question on data security and fraud reduction methods was put to the companies. This research found in accordance to Gates (2007), that Web 2.0 provides a â€Å"relationship-based† and â€Å"fine-grained† technique to provide security. From interview, it was also deduced that both telecom companies have security and fraud reduction methods which are managed by a separate department. Secondly CRM provides a wide range of security techniques such as password security, profile-based access levels and audit trails. The technology mention by Gates (2007) and current method of security used in the organizations can be used in CRM 2.0. Finally, the title of this thesis is Customer in Control. The study has found that the customer is ready to start a conversation and is ready to form an online community to help companies receive better feedback about their products. However, companies are not ready to listen to the customer because they only consider social media as another marketing tool.

Lady Macbeth’s Diary Essay

What an utter disaster. What should have been a dignified occaion to mark my husband’s crowing, has ended up with confusion. His first great ceremonial state banquet has been ruined. The guests arrived and were asked to take their places. To begin with things seemed very organised. then all of a sudden he began talking to thin air. People will think he’s insane. My part in persuading him to kill the king had been crucial that is why I can’t understand why he didn’t tell of his plans to kill Fleance and Banquo. Afterall, if it wasn’t for me the murder of Duncan would have been an absolute disaster . I practically murdered him myself. I â€Å"drugged the possets† of the grooms sleeping in the outer chamber; I laid the daggers ready; all he had to do was the deed itself. Then I found him with two blood-stained daggers which should have been left with the grooms, the supposed murderers. He was terrifed and incapable of returning to the murder scene so I had to do so, smearing the grooms with blood. When I returned I found him transfixed with thoughts of blood and guilt and once again I took charge of the situation. I told him to go and wash the blood from his hands. Perhaps he genuinely wants me to be innocent of Banquo’s murder. Maybe it is his way of protecting me. It could be that he couldn’t handle me being in charge of Duncan’s murder. He might want to prove that he can still do things for himself. My ruthless determination to make him king has overcome all his doubts. What has happened to the man I married, who was a noble, brave and loyal subject of the rigtful king? I know he is a man of great bravery, even of savagery on the battlefield, however, he seems a different man. He’s a great warrior who’s used to making life-and-death decisions. He is a man of action but gets confused when he loses his sense of right and wrong. Yet his murders are â€Å"unmannly†. Maybe he is just a really evil man. Maybe he is so mixed up that he cannot sort out the difference between right and wrong. Perhaps he is under the power of the witches. Maybe he does not know what to do and is acting on the spurof the moment, without really thinking too much. Until now I was much more determined and strong. I now find myself on the edge. Unlike earlier I would have been able todo the most terrible deeds, I feel that now that I could not have even carried out the murder of Duncan myself because the sleeping Duncan reminds me of my father. I am not a monster, i’m simply a wife trying to protect encourage and support my husband. He says he is afflicted by terrible dreams. He seems almost to envy the dead King Duncan, who he says, â€Å"sleeps well†. Although Duncan is dead, Macbeth says that at least nothing can hurt him any more. His sleep is becoming tormented: â€Å"O full of scorpions is my mind†, Banquo seems to him like a poisonous snake and his life is diseased, a â€Å"fitful fever†. Macbeth is king and I am his Queen we have achieved everything we’ve ever wanted. We are supposed to feel happy, excited and at the peak of our lives. Instead we feel threatened and unsafe. Our happiness is â€Å"doubtful†. He no longer tells me anything and trusts no one. He feels so advanced on this murderous course of action that ( like wading across a river of blood ) it is as easy to go on as it is to go back.

The Adventures Of Huckleberry Finn By Mark Twain - 1542 Words

Over the last 130 years â€Å"The Adventures of Huckleberry Finn† has been called everything from a piece of trash to a national treasure. Mark Twain, whose real name is Samuel Clemens wrote â€Å"The Adventures of Huckleberry Finn.† Only one month after it was published, librarians in Concord, Massachusetts had it banned. â€Å"He has had his problems with librarians from the start when, in 1885, â€Å"those moral-ice-bergs,† the Library Committee of Concord−symbolic seat of freedom−pronounced the book rough, coarse, inelegant, and expelled it from library shelves. â€Å"Trash and suitable only for the slums,† they said (Stanek). â€Å"Nearly 130 years since then, this novel has been challenged, defended, banned, expurgated and bowdlerized numerous times by†¦show more content†¦Mark Twain was born in 1835 and was the same age in the 1840 s as his main character named Huckleberry Finn (aka Huck) was when the story takes place. Certai nly his inspiration for this story could only be based on his own life experiences. During his lifetime slavery was still a part of the American way of life. This novel is not promoting racism or hate, it is simply an unofficial record of our country s history mingled into the storyline of an adventure. In fact the first time that this novel was labeled racist was not until 1957 when the NAACP charged that it contained racial slurs and belittling racial designations in a portrayal of blacks that some people considered stereotypical and demeaning (pbs.org.) Ernest Hemingway declared that â€Å"All modern American literature comes from one book by Mark Twain called Huckleberry Finn.† How could such a monumental book also be labeled by many as racist trash that has no place on bookshelves? There are several interpretations that come of this book and its author. The main modern day offense appears to be the use of the word â€Å"nigger.† During the 1840’s this word was commonly used. Its definition of course meant a black person. This book exposes readers to the word â€Å"nigger† in its original diction, not how it is viewed today. Some readers may find that by reading the word repeatedly that the power of the word is

The Devil And Miss Prym By Paulo Coehlo And The Short...

Sacrifice As children, many people become accustomed to utilizing the words â€Å"good† and â€Å"bad† in daily speech. Whether it is to describe how one is feeling or the nature of a decision made, the practice of binary labeling becomes a habit. In the novel The Devil and Miss Prym by Paulo Coehlo and the short story The Lottery by Shirley Jackson, the villagers must choose between what they perceive as good and what is not. The issue presented in both pieces of literature is whether the good of the many is worth the sacrifice of one individual, bringing to light the question of what really is â€Å"good†. The Devil and Miss Prym is a novel that takes place in the small, remote village of Viscos. A stranger enters into the town and presents the people with the opportunity to obtain riches through the gold he has buried there. The twist, however, is that they must commit murder in order to get the gold, therefore proving his theory that humankind is evil. When f aced with this proposal, the villagers determine that the sacrifice of one in order to benefit society is the right decision. Chantal Prym, the youngest of the villagers, is the messenger the stranger had originally chosen to share his proposition with the villagers. After struggling with determining what is good, she, herself, come to the conclusion that no one can be trusted and therefore the villager’s decision to murder Berta, the village’s wise old lady, is wrong. On the other hand, the villagers in The Lottery come to

Mentoring Programs For A Mentoring Program - 868 Words

In today’s volatile business world, it is vital for organizations to engage employees both intellectually and emotionally. Through mentoring, employees identify themselves as a vital part of the organization while creating a heightened level of ownership. Mentoring programs are of great value to any organization. In most cases, these programs are considered essential. By developing and implementing a mentoring program, the learning process for employees is accelerated. It is said that mentoring can â€Å"can accomplish things that training cannot† (Johnson). Though, developing a mentoring program is not an easy task, the benefits outweigh the challenges. A mentoring program will help alleviate high employee turnover and assist in building a pipeline of diverse employees. The development of a mentoring program begins by deciding on whether it should be a formal or informal program. On one hand, a formal mentoring program includes 1. Connection to a strategic business objective of the organization 2. Established goals 3. Measurable outcomes 4. Expert training and support 4. Direct organizational benefits and 5. Mentoring engagements lasting 9-12 months (â€Å"Business mentoring matters†, 2012). On the other hand, an informal mentoring program includes: 1. Unspecified goals 2. Unknown outcomes 3. Self-selection of mentors and mentees 4. No expert training or support 5. Long-term mentorship and 6. Indirect organizational benefits (â€Å"Business mentoring matters†, 2012). Therefore, basedShow MoreRelatedMentoring : A Integrated Mentoring Program1324 Words   |  6 PagesThe goal of mentoring in military organizations is to help junior personnel reach their full potential by having senior personnel help develop them, and pass on their prac tical expertise and professional knowledge to personnel who are committed to advancement and success (United States, 1995). A thriving mentoring program will enhance our overall professionalism and help meet the future needs of our organization. In my current job, I am charged with implementing a mentoring program where officersRead MoreMentoring For Mentoring Development Program1329 Words   |  6 Pageswe are intending to be established outside of South Carolina as the leader in mentoring solutions for all, we will be planning to extend our services globally. Our overall focus is mentoring! What is mentoring and why is it important? By understanding mentoring and why it’s important we will be able to formulate a mentoring methodology for our mentoring development program. 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Then when they return to the school implementation of a teacher mentoring program so that they can see how collaborative teaching is applied in a classroom setting and they can also ask questions to their mentor if they need advice. This would foster a lines of communication so that teachers can discuss among one another on

Psy 270 Appendix G Free Essays

University of Phoenix Material Appendix G The DSM-IV The DSM-IV is an important tool for clinicians. It provides a standard for diagnoses to be standardized across psychology; however, the DSM-IV is not as precise for diagnosing personality disorders as some psychologists would like. Give an example of each of the following problems identified in your readings and explain how these problems could negatively affect a diagnosis. We will write a custom essay sample on Psy 270 Appendix G or any similar topic only for you Order Now 1. Some criteria used for reaching a diagnosis cannot be observed directly. When it comes to diagnosing patients it can be different to gather all the criteria needed during observations. Sitting face to face with a patient and getting their view on the subject is not the same thing as experiencing or watching the problem unfold first hand as something you observe outside of a study room. Because we are not able to see the problem as it unfolds first hand we are not able to receive all the accurate information, and when a client recounts the events he or she could always leave something out that would be important in the diagnoses. These cases can lead to misdiagnosing and possible worsening of the problem. An example would be how difficult it is to diagnose autism and how many children have been misdiagnoses for this very reason. 2. Personality disorders can be similar to each other. Personality disorders can be very similar to each other with their symptoms making it hard to properly diagnose personality disorders in a onetime face to face discussion. Misdiagnoses are even more likely to occur is the information is not coming from the patient first hand and is instead coming from a parent and another third party 3. People with different personalities can be given the same diagnosis People with different personalities can be given the same diagnosis if it is a general diagnoses. This occurs because individuals with differing personalities can have the same symptoms but handle them differently because they are different people. For example a narcissist could easily be diagnoses with OCD. 4. Do you think that personality disorders are true mental illnesses? Why or why not? I do think that personality disorders are true mental illnesses. Trying to talk to or be with around someone who has narcissist personality can you see for yourself that you aren’t just dealing with someone who is selfish and rude it is much more than that. And furthermore, if it wasn’t psychologist would have been able to prove that by now. How to cite Psy 270 Appendix G, Essay examples

Methods of Offer and Acceptance-Free-Samples-Myassignmenthelp.com

Question: You are required to advise Peter as to whether or not he is contractually bound to Emma or Andy. Identify all the issues. Answer: Assessment: Issue: Considering the details of the case study, the main issue that has been cropped up in this case is to determine the fact whether any valid contract has been made in between Emma and Peter or not. Rules: In Ireland, both common law and statutory law govern Contract law. In general, contract is an agreement bound by law. Four essential elements make a contract valid of which offer and acceptance plays an essential role (Stone and Devenney 2017). All the essentials of the contract are universal in nature and they should be applied in all countries. Therefore, in the contents of Ireland, a contract must comply with all the essentials. The doctrine of offer and acceptance is based on the principle of meeting the minds. In offer, the offer maker creates an offer regarding something that he wants to sell in lieu of certain considerations. According to Treitel, the offer maker wants to be bound on the terms of the offer (Hough and Kuhnel-Fitchen 2014). However, the expression of offer can be of different types like letter, advertisement or other methods. However, when the offeree will accept the terms of the offer and communicate with the offferor, it will be stated that the offer has been accepted and contract has been made. In case of Smith v Hughes, the court has emphasized the reasonable value of the parties regarding the contractual terms. However, the offer must be definite and complete. Therefore, the principle of invitation to treat is not come under the purview of legal offer. It has been observed by the court in case of Harvey v Facey [1893] A.C. 552 that if the offer maker has not decided to sell something yet and just make certain wishes regarding the same, it will be considered as invitation to treat and not offer. In Hillas and Co Ltd v Arcos Ltd [1932]UKHL 2, it has been observed by the court that if the terms of the court has not been clearly mentioned by the parties, it will not be considered as valid offer. However, in Fisher v Bell [1961] 1 Q.B. 394, it has been held by the court that mere advertisement does not come under the definition of offer. However, if all the details of the product has been mentioned in the advertisement, it can be treated as an offer to sale (Keating v Horwood 1926 135 L.T. 29). After an offer has been made successfully, the process of acceptance comes into the light. If the person to whom the offer has been made accepts all the terms and conditions of the offer maker, it will be treated as valid acceptance, though there are certain rules regarding the acceptance too. According to the general principle, an offer can be validly accepted only when it is directly communicated with the offer maker. This principle has been established in the case of Felthouse v Bindley [1862] EWHC J35 where the court observed that mere acceptance could not be treated as a valid form of acceptance. However, there are certain exceptions to this common rule of direct communication. In certain circumstances, it can be observed that the parties are residing in different places and direct communication is not possible. According to the law of contract, an offer can be accepted by the parties through internet, telephone or by applying the postal rule. In Adams v Lindsell (1818) 1 B Ald 681, the court has rightly been observed that postal rule of acceptance is a valid rule of acceptance and an offer should be treated as accepted as soon as the person post the letter of acceptance. It has been mentioned that the letter should not come into the knowledge of the offer maker. The offer will be accepted when the letter has been posted. This rule is termed as the postal rule. However, there are certain limitations in case of postal rule such as it does not apply in case of email and fax. In Brinkibon v Stahag Stahl mbH [1983] 2 AC 34 (HL), it has been decided that by the court that in case of email or fax, the offer will be considered as accepted if the message has entered in the mailbox of the offer maker. It has also been mentioned by the court that if any acceptance has been made through fax, the same should be made within the official hour and not after that. The person who has accepted the offer can make a counter offer to the original offer maker and in this case, the value of the previous offer becomes dead. In Swan v Miller [1919]1 IR 15, it has been observed by the court that if an offer has been ended by counter offer, no parties can take the plea of valid contract on the basis of previous offer. Application: In this case, it has been observed that Peter has decided to sell his car and made an advertisement in the newspaper regarding the car and mentioned the condition and price of the car. In the mean time, Emma has read the advertisement, approached to Peter, and claimed to buy the car in a new price. Two issues are there to decide. First, whether the advertisement is an offer or not and secondly, whether there is a valid counter offer made or not. According to the case of Fisher v Bell, it can be stated that the nature of the advertisement is invitation to treat and not an offer. Further, when the new price claimed by Emma, the old price of the car offered by Peter has been revoked automatically and a new offer has been created by the counter offer. It has further been observed that when Peter has accepted the claimed price of the car, Emma did not deny it. She talked to her husband and tried to reach Peter through making calls on his number and even left a message in the answering machine but in vain to reach to him positively. She has made the message at 7.30 pm and the validity of the message was continued till next day at 9 am. According to the case of Brinkibon v Stahag Stahl mbH, it can be stated that the message should reach at the message box of the offer maker. It is not required that the message should have to come into the knowledge of the offer maker. Therefore, it can be stated that Emma has accepted the offer as soon as her message has reached at the message box of Peter. Further it can be stated that the problem in between Peter and Emma is based on the principle of offer and acceptance. Here, it has been observed that Peter has accepted the counter offer made by Emma and the acceptance of Emma has successfully re ached at the message box of Peter. Hence, it can be stated that valid contract has been made in between Peter and Emma. Twist has been occurred when Peter has sold the car to another car dealer in a new price by breaching the contract that has been made with Emma earlier to that. Therefore, Emma can claim for compensation as Peter has breached the contract. Conclusion: Valid contract has been made in between Emma and Peter before the car has been sold to Andy, the car dealer. The contract is based on the counter offer and not on the previous offer made by Peter through advertisement References: Adams v Lindsell (1818) 1 B Ald 681 Brinkibon v Stahag Stahl mbH [1983] 2 AC 34 (HL) Felthouse v Bindley [1862] EWHC J35 Fisher v Bell [1961] 1 Q.B. 394 Harvey v Facey [1893] A.C. 552 Hillas and Co Ltd v Arcos Ltd [1932]UKHL 2 Hough, T. and Kuhnel-Fitchen, K., 2014. Offer and Acceptance. InOptimize Contract Law(pp. 23-50). Routledge. Keating v Horwood 1926 135 L.T. 29 Stone, R. and Devenney, J., 2017.The modern law of contract. Routledge. Swan v Miller [1919]1 IR 1