Abstract
The paper examines the environmental factors and broader industry-wide trends concerning AT&T Wireless and presents a SWOT analysis of the company. The paper also analyzes the company's segmentation strategy and provides recommendations on minimizing customer churn.

Outline:
Executive Summary
Environmental Analysis and SWOT Analysis
Segmentation and Churn
Strategies for Reducing Churn
Recommended Alternative

From the Paper
"AT&T is one of the best-known brands globally in the telecommunications industry (Ritson, 2007). AT&T's brand is further strengthened by its enterprise services (Engebretson, 2006) and wireless telecommunications services. Despite the industry going through significant consolidation and the oligopoly that exists with four companies comprising nearly 80% of the total industry service revenues including AT& T Wireless (formerly Cingular Wireless), Verizon Wireless, Sprint Nextel and T-Mobile USA, AT&T has continually been able to retain its largest digital voice and data network which has been able to sustain 290 million users of their network in the top 100 US markets. This has been accomplished through a combination of foresight branding decisions (Wasserman, 2007)."

Tags:segmentation, customer, churn, loyalty

Abstract
This essay explores competition strategies for General Electric, specifically regarding maintaining customer loyalty in existing and future customers. The essay outlines components of customer loyalty in the United States, and then discusses issues in building customer loyalty on the global scale. The essay describes General Electric as building its global image as an environmentally responsible developer by providing China and other countries with environmentally conscious technology. The essay argues that by presenting this environmentally conscious image, customer loyalty is ensured on both the global and local scales.

From the Paper
"General Electric is one of the largest companies in the United States, and indeed around the world. In order to achieve and maintain this status, it is necessary for the company not only to maintain its strategies in terms of the competition, but also in terms of its existing and future customers. GE then has various strategies by means of which it maintains its loyal customer base both locally and abroad. The company's Web site, along with other sources, provides insight into what has been done to maintain loyalty in customers and to ensure an influx of new customers. Customer Loyalty: United States Most of the transitions towards ensuring a better customer experience in the United States have occurred over the last five years, since 2003. According to the GE Web site (2008), the company as implemented new tools towards the goals of customer-centric service and market-facing competition. These strategies, according to the Web site, include a variety of actions all focused upon making the customer's experience something unique. This is done by directly involving customers not only in the assessment of the company, but also in the creative process itself."

Tags:customer satisfaction, global image, marketing strategies, energy saving technology

Abstract
The writer of this paper stresses the importance of reliable and effective customer service which is crucial in retaining satisfied customers and clients in business. This paper examines the blatant limitations in most customer service departments. This paper explores the concept of implementing technology into existing customer service departments while detailing the resulting impact in a particular business.

From the Paper
"Good customer service is predicated upon the service desk's ability to provide service. This paper explores the concept of technology as a critical component of that ability. The kind of service that a service desk can provide is limited by its technology not just by its personnel. In this paper the experience of Consonus, a company that has used technology to ramp up its customer service capabilities is examined."

Tags:customer service, technology, technology-based customer service, HP, OpenView, clustering, open architecture

Abstract
This paper examines the success of companies that shift from being product-centric to customer-centric. In companies that have a customer-as-king philosophy growth has been remarkable since adopting that outlook. Companies that focus on creating great products lag behind in the marketplace. 3M is used as an example of a company that changed its direction to customer-centric. The paper cites several articles that confirm this phenomenon. The paper concludes that companies that grasp the notion that business should be built around customers, not products, are setting themselves up for success.

Outline:
Resistance to CCS/CRM
Customer Relationship Management
CRM Origins
CRM Technology
Summary

From the Paper
"Beyond that problem, the basic problem with 3M's Web site was that it was concentrating all its "internal silos" rather than on "its customer's needs." So, 3M got synchronized, and now presents a more "unified fact to its customers" by storing all "customer relationships and product configurations" in a single database. This transformation from the awkward presentation of products and slipshod system of customer record keeping - similar to what Thompson Financial did - is called moving from a product-centric company to a customer-centric company. Instead of finding "customers for its products," both these firms (and untold hundreds of other companies) now concentrate on finding "products for its customers," Sawhney writes."

Tags:business, customer, centric, product, centric

Abstract
This paper defines the concept of quality and the role quality plays in shaping a customer's satisfaction. The author points out that quality is an integral part of business. The paper relates the participation of management in the production of customer-driven quality.

From the Paper
"Quality is an integral part of any business and yet the term itself has many different interpretations. There is the quality of the product itself as it relates to performance and durability. There is the more difficult relationship between quality and price consumers may accept poorer quality for lower cost. There is the quality of the purchasing experience the payment experience and the after-sale experience. Quality enters the picture in the area of customer service and a company's Website and marketing materials also have issues."

Tags:customer-driven quality, quality, quality management, customer satisfaction, participatory management

Abstract
In recent years, researchers have contributed different causes as responsible for the success of a country's economic system, and as a result, differing models for economic growth suggest multiple possible paths for success. The world is changing fast, and China is now an important part of the global economy. One of the aspects most notable in China's economy is the rapid growth of the real estate industry. To date, while there has been much research conducted in marketing and customer satisfaction in general, the research concerning customer satisfaction in Chinese realty is lacking. New research studies in this area must focus on whether or not it is suitable to implement customer satisfaction into the current real estate industry in China. This research focuses on two studies measuring customer satisfaction in the real estate industry, discuses the implications of the data results, and offers recommendations toward much-warranted improvements in this area, if China is to continue at its current intense growth pace.

Abstract
Executive Summary
Introduction
Statement of the Problem
Literature Review
Background and Methodology of Proposed Research
Design
Proposed Data
Collection
Research Findings
Future Research
Conclusion
Bibliography

From the Paper
"In recent years, the value of Chinese realty has undergone many changes and periods of substantial growth unprecedented by previous growth patterns. As a result, one could theorize that real estate consumers' expectations and requirements have increased as a result of this heightened growth. To date, while there has been much research in marketing and customer satisfaction in general, the research concerning customer satisfaction in Chinese realty is lacking. Research such as this is crucial in determining whether or not it is suitable to implement customer satisfaction into the current Chinese realty business. Customer satisfaction is an essential factor in marketing practice, as satisfaction is a person's feelings of pleasure or disappointment resulting from comparing a product's perceived performance (or outcome) in relation to his or her expectations (Kotler, 2003). According to Drucker (1954), the principal purpose of a business is to create satisfied customers. Similarly, increasing customer satisfaction has been found to lead to higher future profitability (Anderson et.al., 1994). In order to maintain this substantial growth in Chinese real estate, customer satisfaction must be increased, or at the least, maintained. Research by Rust et.al (1997) supports this standard by relating lower costs to defective goods and services. Due to the increasing competition existing in the Chinese realty business, customer satisfaction has become one essential point from both the customers' goodwill perspective and an organization's profits."

Tags:economic, growth, real, estate, development, guanxi, urbanization, market, orientation, customer, satisfaction, loyalty, intentions

Abstract
This paper examines customer satisfaction at a hypothetical XYZ Company. It examines the issue of customer satisfaction and recommends upgrading the phone and Web site and doing away with voice mail to improve customer service levels.

From the Paper
"XYZ Company recognizes that customer satisfaction is key to their long-term success. They monitor customer satisfaction and are interested in finding ways to improve that satisfaction ..."

Tags:XYZ Company, customer service, customer satisfaction

Abstract
This paper discusses customer-driven quality in a manufacturing environment and how it stands with reference to other types of organizations, such as government, non-profit, and service. The value of quality in relationship to customer satisfaction and the importance of participatory management are explained.

From the Paper
"The modern manufacturing environment has been responsible for a dramatic loss in product quality in recent years with a concomitant loss of customer satisfaction. Products are not made as well do not last as long and do not have ..."

Tags:customer-driven quality, manufacturing, customer satisfaction, customer service

Abstract
The paper focuses on three risk factors Napster faces; the ability to add new subscribers and reduce churn, the lower margins because of the high cost of third party content and maintaining high level of recognition in the digital music sector. The paper explains how the company has to keep developing new products to build brand loyalty and can use partnerships to jointly bear the cost of new product developments. To maintain high recognition, the paper discusses how the company has to maintain quality customer care and technological compatibility and train employees to assess the future challenges in the industry.

Outline:
Executive summary
Introduction
The Marketing Mix
Recommendations
Conclusion

From the Paper
"Napster is the global leading provider of consumer digital music services. Currently it is facing a number of risk factors. One of these risk factors is the ability to add new subscribers and to reduce churn. The company should develop new products based upon the partnerships that it currently has. Implementing this strategy has the additional benefit of minimizing the cost of product development as the costs are jointly shared by the partners. This strategy could also contribute to reducing the cost of third party content which is currently a substantial percentage of revenue and thus has a negative effect on profitability. In this respect Napster should consider the option of partnering with MTV Networks so that a lot of original content could be accessed via the partnership."

Tags:subscribers, churn, product, promotion, marketing, mix, partnerships, recognition

Abstract
This paper explains the eight step marketing channel flow design and applies this model to mass merchandiser Tesco Lotus and retail banker Bangkok Bank. The paper points out that Tesco Lotus relies on their series of supply chain management (SCM), logistics, order management, and pricing enterprise-wide computer systems to synchronize each of the eight flows; whereas, for Bangkok Bank, their eight flows of marketing channels are all direct as they own the entire distribution channel. The paper concludes that, while Bangkok Bank and Tesco Lotus are from significantly different industries, they share several common characteristics with regard to how they manage the eight flows of their marketing channels. The paper includes three figures.

Table of Contents:
Introduction
Discussion
Conclusion

From the Paper
"Tesco Lotus must also strive to make each of the eight marketing channel flows as efficient as possible yet cannot be so focused on performance they lose sight of customer service and satisfaction. One of the key performance indicators (KPIs) that Tesco Lotus relies on to see how their business is performing is Inventory Turns. This measure how often their inventory is replaced every year, and it is common for mass merchandisers the size of Wal-Mart or Tesco to average between six and eight per year."

Tags:direct suppliers replenishment technology, customer churn