Abstract
This paper explains that, while the traditional 4Ps of marketing capture the essential functional areas required to create a marketing strategy and plan, it does not provide a framework for defining and measuring lifetime customer value. The paper then presents the 4Cs--customer value, lower costs, better convenience and better communication--that support the marketing paradigm shift, which places prime value on maximizing customer loyalty over the long-term through customer relations management (CRM). The paper relates the ways that a CRM system can create a value-add on for the dealer while being a means of aligning unmet customer needs for the manufacture.

Table of Contents:
From the 4 P's to the 4 C's: Customer Value, Lower Costs, Better Convenience, And Better Communication.
CRM Applied to a Computer Chips Manufacturer/Dealer Conflict

From the Paper
"Costs also are part of the unique value proposition of companies who operate in highly commoditized industries as well. Better convenience is a direct result of the use of the Internet for streamlining supply chains and making products and services more accessible on the one hand, and the increasing time pressures consumers are under continually on the other. Convenience became critical when the majority of married couples had both spouses working in either part-time and full-time jobs."

Tags:value-add confidentiality, marketing myopia, supply chains, account

Abstract
The paper explains customer relations management (CRM) as a way of using software and the Internet to gather information about customer and consumer behavior that is then used to better manage and improve customer relationships. The paper looks at the Marriott hotel chain and the Duane Reade drug stores as examples of companies who successfully use CRM. The paper then points out that merely using CRM technology is not enough; the data must be used and deployed effectively.

From the Paper
"It is important to remember, however, that merely using CRM technology is not enough: the technology must be used and deployed effectively. There is a danger in simply using CRM, and then expecting the organizational changes to take care of themselves, and accumulate reams of data for data's sake. According to a recent survey of 1,500 consumers and 250 contact-centre managers across Europe, Oracle research found more than half were dissatisfied with the service they received from customer-service operations. "Common complaints" included long call wait times, "having to repeat queries to different people and receiving differing answers" for the same question. Quite often, even when there was a monitoring system in place, little follow-through was deployed to ensure that such problems were rectified, even for problems with relatively straightforward solutions. The perception might be that rectifying call-in service added little value to the organization and also a less consumer-friendly culture in many European nations, especially England. 40 percent of British respondents complained about the quality of call lines. Knowledge may be power, but when information is not used for improvement, CRM technology is only as powerful as the willingness of the organization to use it wisely."

Tags:software, data, technology, Marriott, Duane, Reade

Abstract
This paper presents a training plan for new and existing employees of an organization on the topic of customer relations. The paper discusses the role of organizational management in the administration of training and performance in personnel and then discusses the factors to be incorporated into an examination of an appropriate training methodology. The paper also discusses the manner in which such methodology is evaluated.

Table of Contents:
Introduction
Needs Assessment
Training Objectives
Training Methods
Methodology Rationale
Training Materials
Program Evaluation

From the Paper
"The move toward the use of a wider range of metrics in understanding company conditions as well as a general focus on performance management as a means to improving the achievement of organizational benchmarks represents a positive transition in the cause taken to employee training. By directing the attention of training toward a focus on induction of benchmarks, it is likely that organizations will begin to achieve higher marks in categories that are more beneficial to the consumer, to the bottom line and to the personnel involved at every level."

Tags:benchmark, personnel, consumer

Abstract
This paper examines the growing importance of customer satisfaction towards the achievement of organizational goals, focusing on a variety of mechanisms which deal effectively with with the clients. First, the paper discusses how customers are viewed as the main determinants of corporate success. Then, the paper defines customer relationship management, or CRM, which basically revolves around the art of dealing with the customer. Numerous sources are cited which further elaborate on this concept. The paper also highlights the changes that have occurred in both the business and technological sectors and shows how CRM is pivotal in a companies success. The paper concludes by stating that CRM represents the art and science of developing and maintaining efficient communications and relations with the client, with the aim of better satisfying their needs and turning them into loyal customers.

Outline:
Introduction
What is Customer Relationship Management?
Conclusions

From the Paper
"Given the still growing importance of customer satisfaction towards the achievement of organizational goals, economic agents employ a wide variety of mechanisms in most effectively dealing with the client. These mechanisms are developed and implemented by the marketing team within each institution and address a wide array of issues, such as satisfactions, dissatisfactions, additional demands and so on. The commonality of all strategies employed in dealing with the customer is that they are all based on improving communications with the target audience. Customer Relations Management is a modern concept to be employed in the relationship between organization and its clients, and, despite what was initially believed, it is more than a technological tool."

Tags:CRM, hi-tech, business strategies, customers

Abstract
In pre-internet days, when consumers could only buy products from local stores, companies knew that service was the main watchword of their success. If they and the competition had similar product lines and the competition had better service, it was not difficult to know where the customers would head. The paper questions whether this is the case with e-commerce as well and whether customer service is still important. The paper argues that customer service is most definitely important; however, the meaning of customer service might be different for each e-commerce situation.

From the Paper
"REI customers gain real hands-on benefits. Anyone can view the registry at an in-store kiosk or online. If an item is purchased through mail order, over the phone, on the Internet, or in any of REI's 77 stores the list is immediately updated at all locations. Customers can buy online but pick up or return at a store. Discounts are the same at all locations, and each Web can be ordered through the store or catalogue, and vice versa. This model of integrated retail sales is called "multichanneling," or fusing digital services with in-store, mail-order, and telephone sales, and any other retail channels."

Tags:multichanneling, MP3, retailing

Abstract
This paper is an in-depth analysis of the advent of electronic customer relations management (e-CRM). It looks at the early developments in the field, how this has expanded, paying particular attention to the hotel industry. It looks at both the pluses and minuses of the e-CRM system, and some of the different types of software that are available. It also looks at which areas of the hotel industry e-CRM has had the most impact.

From the Paper
"The Internet Age has created an environment in which the needs of the individual are of paramount importance: Not only has the accessibility of the Internet created conditions in which customers have access to service and products over a 24-hour period, this type of environment has also affected the perceptions of the individual in terms of external customer service relations. At a general level, the introduction of the Internet created an environment in which the consumer was able to get increased customer care and was able to research products and product development. This in turn increased customer awareness, which finally affected their purchasing decisions."

Tags:advertising, business, crm, ecrm, hotel, internet, review, service, technology, luxury, customer, service, airline, website

Abstract
Customer Relationship Management (CRM) is important in all industries, and current experience clearly identifies it as the dominant e-business driver. The benefits of CRM solutions are far-reaching and powerful. Typically, the ability to give your customers exactly the information they want, when they want it, is the first priority of CRM. However, as demonstrated in this paper, CRM can do much more. This paper examines how the computer company, IBM, has tailored CRM solutions to meet its unique business needs. It critically evaluates CRM and its benefits to IBM as it forges ahead in e-business, and it also shows how IBM has implemented and leveraged CRM as an effective e-business tool.

Table of Contents
Abstract
Introduction
Statement of the Problem
Hypothesis
Rationale
Literature Review
IBM's Role in the CRM Market
Impact Assessment
Competition
Advantages of Customer Relationship Management
Case Studies
IBM's Vision of CRM
Methodology
Implementing CRM
Results, Discussion and Conclusion
CRM Results
CRM Transformation
IBM's Challenge
IBM Value Proposition
Recommendations for Implementing CRM
CRM Strategy
Sales Productivity
Reduced Risk
Conclusion
Bibliography
Appendices
Endnotes

From the Paper
"Currently, IBM's CRM initiative is one of the largest in existence (CIO.com, 2003). When completed in 2005, IBM's hundreds of thousands of customers, employees and partners will have a single, integrated view of customer information, which will be shared across applications, time zones, business units, and more. IBM uses Siebel Systems' eBusiness applications (more than 80,000 licenses have been purchased), IBM's DB2 database, WebSphere e-business infrastructure software, MQSeries messaging software and a combination of IBM eServer pSeries systems coupled with an enterprise storage server (aka Shark)."

Tags:Siebel, Systems, de, Rossiter, SAP

Abstract
In this article, the writer examines customer relationship management (CRM) systems, including their operational, analytical, and collaborative aspects and technology. The writer looks at how they relate to the hospitality industry and improving customer relations.

From the Paper
"Customer relationship management (CRM) creates a comprehensive picture of customer needs expectations and behaviors by analyzing information from every customer transaction. Although CRM can be leveraged to improve various aspects of ordering and fulfillment 'The intent of CRM is to create a dynamic environment of continuously improving customer relationships'. CRM is in part an information-gathering protocol that creates the customer intelligence necessary to develop customer relationships. By collecting storing and analyzing customer information companies can develop and maintain better relationships ..."

Tags:customer, customer relationship management, CRM, vendor, operational, technology, system, software, hospitality industry, customer

Abstract
This investigation presents an in-depth study of marketing, its techniques and different applications depending on the climate in which the marketing takes places. The paper defines the elements of distinctions between traditional and e-marketing. It looks at how different companies - both financial and retail - currently use integrated marketing concepts in their relationship marketing strategy as a way to encourage customer service and therefore strengthen customer relations. The paper offers an in-depth look at the marketing tactics utilized by Countrywide Financial Corporation and its international offshoot of Global Home Loans, located in the United Kingdom. This includes some background history on the organizations and their relationship. This paper also defines important terms to allow better understanding of how marketing, cost and customer loyalty form a direct and vital relationship with each other, regardless of method, agent or presence they are applied to. The paper focuses on different attributes of how these concepts work together to make business practices possible. This includes an exploration of the techniques used to market a product. It also focuses on how market segmentation and demographics play an important role in defining the market place but also allow an organization to target the best possible "match" consumer for its product or service. The paper looks at how a proactive marketing analysis allows an organization knowledge of the consumer in order to build a lasting relationship. It also explores the implications of such marketing techniques and how different degrees of brand presence within the market can create different concerns regarding risk and too much exposure. This also includes any threat to protection of intellectual property as well as the organization's image and customer relations.

Paper Outline:
Introduction
Purpose of the Study
Company Profile
Literature Review: The Role of Switching Costs
Traditional Marketing Strategy-Brick and Mortar
Knowing the Market and Demographics
Globalization
Customer Loyalty
E-Marketing and E-Commerce
Implications and Concerns Regarding E-Marketing
Conclusion
References

From the Paper
"The best way to utilize marketing to an organization's best benefit is to simply know the market in which business is done. It is imperative a company knows its target and be flexible to new targets. An organization can remain at the forefront by having a cutting edge attitude toward change within the target audience. Gordon writes, "The mood of the marketplace profoundly affects a campaign's success. It is important to respond correctly" (2003, p. 1). Also to remain competitive, an active pace is needed. Instead of allowing the market to define the marketing strategy, the organization should strive to define the marketplace. This can be done through incorporating innovative ideas across the board."

Tags:Porter, technology, retail, ERP

Abstract
This paper explains that customer-centricity as a concept is applicable to virtually every area of the business paradigm. The paper also points out that customer satisfaction, as determined by many quantitative and qualitative factors, is the primary measure of the successful customer-centric organization.The paper further emphasizes that customer satisfaction and employee satisfaction can be seen as two sides of the same process. The paper then looks at ways that various companies utilize a consumer-centric approach that encourages the testing of new or amended policies in real-world situations.

Table of Contents:
Introduction
Customer Satisfaction and Total Quality Management
Customer Relations: Caring for the Customer as a Unique Individual
Marketing Programs
Sales Automation
Support/Services Automations Software
Employee Satisfaction
Working Environment and the Happy Employee
Good Customer Service and Treating Employees Fairly
Human Resources Management
Business Intelligence
Conclusion

From the Paper
"As computer manufacturers, Acer, and companies like it, would probably appreciate the electronic help that has become available in recent years within the field of customer relations. In today's business world, customer-centric organizations may take advantage of applications that are specially designed to handle the overall problems of customer relations. Customer Relationship Management, or CRM, software consists of programs designed to serve the needs of a company's customers - wherever those customers might be found."

Tags:policies, social identity theory, behavioral decision theory, improvements, best buy