Download or read book Customer Relationship Management and Customer Retention written by Ama Achiaa Kankam Boadu and published by GRIN Verlag. This book was released on 2019-11-11 with total page 95 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (postgraduate) from the year 2019 in the subject Business economics - Customer Relationship Management, CRM, grade: 1.5, Kwame Nkrumah University of Science and Technology, language: English, abstract: Customer Relationship Management (CRM) practices are business strategies designed to reduce costs and increase profitability by solidifying customer loyalty. With intense competition among insurance companies in Ghana, this study sought to assess Customer Relationship Management practices and Customer Retention in NSIA Insurance. The study was conducted to identify critical factors necessary for customer retention in carrying out customer relationship management practices in the selected insurance company and to develop effective customer relationship management practices to manage customer retention for sustainability within the insurance industry using NSIA Insurance as a case study. Well structured questionnaires and face-to-face interview were the methods adopted for the investigation of the study. A sample size of 40 respondents was considered, they were made up of customers and the staff who are fully involved in customer relationship management of the insurance company. Data collected from the completed questionnaires and the interviews were grouped into frequency tables and expressed in percentages. The researcher relied on the SPSS in interpreting the collected data. The study shows that even though NSIA insurance has policies on customer relationship management practices, these policies are not carried out fully to accomplish the ultimate goal of customer retention. The study recommends that for the insurance company to command an adequate number of loyal customers, NSIA Insurance should consistently improve on its quality of service to address the preference of the customers and consider the five service quality constructs of reliability, assurance, tangibility, empathy and responsiveness.

Download or read book Mobile Commerce Applications written by Nansi Shi and published by IGI Global. This book was released on 2004-01-01 with total page 364 pages. Available in PDF, EPUB and Kindle. Book excerpt: Mobile Commerce Applications addresses and explores the critical architectural issues in constructing m-commerce applications and in applying mobile technologies in different areas, including methodologies, enabling technologies, models, paradigms, architectures, standards and innovations.

Download or read book The Craft and Science of Coffee written by Britta Folmer and published by Academic Press. This book was released on 2016-12-16 with total page 558 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Craft and Science of Coffee follows the coffee plant from its origins in East Africa to its current role as a global product that influences millions of lives though sustainable development, economics, and consumer desire.For most, coffee is a beloved beverage. However, for some it is also an object of scientifically study, and for others it is approached as a craft, both building on skills and experience. By combining the research and insights of the scientific community and expertise of the crafts people, this unique book brings readers into a sustained and inclusive conversation, one where academic and industrial thought leaders, coffee farmers, and baristas are quoted, each informing and enriching each other.This unusual approach guides the reader on a journey from coffee farmer to roaster, market analyst to barista, in a style that is both rigorous and experience based, universally relevant and personally engaging. From on-farming processes to consumer benefits, the reader is given a deeper appreciation and understanding of coffee's complexity and is invited to form their own educated opinions on the ever changing situation, including potential routes to further shape the coffee future in a responsible manner. - Presents a novel synthesis of coffee research and real-world experience that aids understanding, appreciation, and potential action - Includes contributions from a multitude of experts who address complex subjects with a conversational approach - Provides expert discourse on the coffee calue chain, from agricultural and production practices, sustainability, post-harvest processing, and quality aspects to the economic analysis of the consumer value proposition - Engages with the key challenges of future coffee production and potential solutions

Download or read book The Information written by James Gleick and published by Vintage. This book was released on 2011-03-01 with total page 398 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the bestselling author of the acclaimed Chaos and Genius comes a thoughtful and provocative exploration of the big ideas of the modern era: Information, communication, and information theory. Acclaimed science writer James Gleick presents an eye-opening vision of how our relationship to information has transformed the very nature of human consciousness. A fascinating intellectual journey through the history of communication and information, from the language of Africa’s talking drums to the invention of written alphabets; from the electronic transmission of code to the origins of information theory, into the new information age and the current deluge of news, tweets, images, and blogs. Along the way, Gleick profiles key innovators, including Charles Babbage, Ada Lovelace, Samuel Morse, and Claude Shannon, and reveals how our understanding of information is transforming not only how we look at the world, but how we live. A New York Times Notable Book A Los Angeles Times and Cleveland Plain Dealer Best Book of the Year Winner of the PEN/E. O. Wilson Literary Science Writing Award

Download or read book Asset Recovery Handbook written by Jean-Pierre Brun and published by World Bank Publications. This book was released on 2021-02-08 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: Developing countries lose billions each year through bribery, misappropriation of funds, and other corrupt practices. Much of the proceeds of this corruption find 'safe haven' in the world's financial centers. These criminal flows are a drain on social services and economic development programs, contributing to the impoverishment of the world's poorest countries. Many developing countries have already sought to recover stolen assets. A number of successful high-profile cases with creative international cooperation has demonstrated that asset recovery is possible. However, it is highly complex, involving coordination and collaboration with domestic agencies and ministries in multiple jurisdictions, as well as the capacity to trace and secure assets and pursue various legal options—whether criminal confiscation, non-conviction based confiscation, civil actions, or other alternatives. This process can be overwhelming for even the most experienced practitioners. It is exceptionally difficult for those working in the context of failed states, widespread corruption, or limited resources. With this in mind, the Stolen Asset Recovery (StAR) Initiative has developed and updated this Asset Recovery Handbook: A Guide for Practitioners to assist those grappling with the strategic, organizational, investigative, and legal challenges of recovering stolen assets. A practitioner-led project, the Handbook provides common approaches to recovering stolen assets located in foreign jurisdictions, identifies the challenges that practitioners are likely to encounter, and introduces good practices. It includes examples of tools that can be used by practitioners, such as sample intelligence reports, applications for court orders, and mutual legal assistance requests. StAR—the Stolen Asset Recovery Initiative—is a partnership between the World Bank Group and the United Nations Office on Drugs and Crime that supports international efforts to end safe havens for corrupt funds. StAR works with developing countries and financial centers to prevent the laundering of the proceeds of corruption and to facilitate more systematic and timely return of stolen assets.

Download or read book English as a Global Language written by David Crystal and published by Cambridge University Press. This book was released on 2012-03-29 with total page 227 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written in a detailed and fascinating manner, this book is ideal for general readers interested in the English language.

Download or read book Marketing Brands in Africa written by Samuelson Appau and published by Palgrave Macmillan. This book was released on 2022-09-26 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This contributed volume serves as an authoritative reference and guide for anyone looking to study or build a brand in Africa. Despite being touted as the ‘last frontier’ of global brands, very little research exists that examines brands and branding in this emerging market. Authors cover crucial topics such as the history of branding in Africa, branding approaches used by start-ups, religious organizations, political parties, and businesses in the informal economies of Africa, as well as marketing Africa as a brand using practical cases, empirical and critical approaches. With the world’s youngest population and the second-fastest growing economies, Africa has quickly become a hotbed for marketing and consumption of local and global brands. While past research has mostly focused on examining the brand image of Africa and African countries, or on branding Africa as a place for tourist consumption, what is missing is a comprehensive guide that discusses the theory and practice of branding and brands in and from Africa. Through theoretical and practical contributions, the authors of this book seek to fill the knowledge gap about branding in and from Africa.

Download or read book Service Profit Chain written by W. Earl Sasser and published by Simon and Schuster. This book was released on 1997-04-10 with total page 343 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

Download or read book Corporate Responsibility written by Paul A Argenti and published by SAGE Publications. This book was released on 2015-07-01 with total page 385 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This is the cutting-edge textbook on a managerial approach to corporate responsibility. Students and executives will benefit a great deal by studying the cases and best practices that are here. It’s a terrific book." —Ed Freeman, Elis and Signe Olsson Professor of Business Administration, Darden School of Business, University of Virginia Corporate Responsibility offers a concise and comprehensive introduction to the functional area of corporate responsibility. Readers will learn how corporate responsibility is good for business and how leaders balance their organization’s needs with responsibilities to key constituencies in society. Author Paul A. Argenti engages students with new and compelling cases by focusing on the social, reputational, or environmental consequences of corporate activities. Students will learn how to make difficult choices, promote responsible behavior within their organizations, and understand the role personal values play in developing effective leadership skills.

Download or read book Africa from the Sixteenth to the Eighteenth Century written by Bethwell A. Ogot and published by Univ of California Press. This book was released on 1992 with total page 1088 pages. Available in PDF, EPUB and Kindle. Book excerpt: The result of years of work by scholars from all over the world, The UNESCO General History of Africa reflects how the different peoples of Africa view their civilizations and shows the historical relationships between the various parts of the continent. Historical connections with other continents demonstrate Africa's contribution to the development of human civilization. Each volume is lavishly illustrated and contains a comprehensive bibliography. This fifth volume of the acclaimed series covers the history of the continent from the beginning of the sixteenth century to the close of the eighteenth century in which two themes emerge: first, the continuing internal evolution of the states and cultures of Africa during this period second, the increasing involvement of Africa in external trade--with major but unforeseen consequences for the whole world. In North Africa, we see the Ottomans conquer Egypt. South of the Sahara, some of the larger, older states collapse, and new power bases emerge. Traditional religions continue to coexist with both Christianity (suffering setbacks) and Islam (in the ascendancy). Along the coast, particularly of West Africa, Europeans establish a trading network which, with the development of New World plantation agriculture, becomes the focus of the international slave trade. The immediate consequences of this trade for Africa are explored, and it is argued that the long-term global consequences include the foundation of the present world-economy with all its built-in inequalities.

Download or read book Border Management Modernization written by Gerard McLinden and published by World Bank Publications. This book was released on 2010-11-30 with total page 401 pages. Available in PDF, EPUB and Kindle. Book excerpt: Border clearance processes by customs and other agencies are among the most important and problematic links in the global supply chain. Delays and costs at the border undermine a country’s competitiveness, either by taxing imported inputs with deadweight inefficiencies or by adding costs and reducing the competitiveness of exports. This book provides a practical guide to assist policy makers, administrators, and border management professionals with information and advice on how to improve border management systems, procedures, and institutions.

Download or read book Latin America on Its Path Into the Digital Age written by Martin R. Hilbert and published by United Nations Publications. This book was released on 2001 with total page 120 pages. Available in PDF, EPUB and Kindle. Book excerpt: This publication investigates the impact of modern information and communication technologies (ICTs) on Latin America. In analyzing the special characteristics of Latin America with regard to the integration of ICTs, the publication focuses on five main areas - access, regulatory framework, financing, education and the so-called soft factor.

Download or read book Information and Communications for Development 2012 written by World Bank and published by World Bank Publications. This book was released on 2012-08-01 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: Assessing what has worked, what hasn't, and why, this triennial report is an invaluable guide for understanding how to capture the benefits of information and communication technology around the world. This year's report focuses on mobile applications.

Download or read book Managing Customer Experience and Relationships written by Don Peppers and published by John Wiley & Sons. This book was released on 2022-04-19 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently." This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.

Download or read book African Conflicts and Informal Power written by Mats Utas and published by Zed Books Ltd.. This book was released on 2012-09-13 with total page 442 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the aftermath of an armed conflict in Africa, the international community both produces and demands from local partners a variety of blueprints for reconstructing state and society. The aim is to re-formalize the state after what is viewed as a period of fragmentation. In reality, African economies and polities are very much informal in character, with informal actors, including so-called Big Men, often using their positions in the formal structure as a means to reach their own goals. Through a variety of in-depth case studies, including the DRC, Sierra Leone and Liberia, this comprehensive volume shows how important informal political and economic networks are in many of the continent’s conflict areas. Moreover, it demonstrates that without a proper understanding of the impact of these networks, attempts to formalize African states, particularly those emerging from wars, will be in vain.

Download or read book UNESCO General History of Africa Vol I Abridged Edition written by Jacqueline Ki-Zerbo and published by Univ of California Press. This book was released on 1990 with total page 372 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This volume covers the period from the end of the Neolithic era to the beginning of the seventh century of our era. This lengthy period includes the civilization of Ancient Egypt, the history of Nubia, Ethiopia, North Africa and the Sahara, as well as of the other regions of the continent and its islands."--Publisher's description

Download or read book The Digital Economy written by Edward J. Malecki and published by Routledge. This book was released on 2007-12-07 with total page 293 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides an up-to-date account of the technologies, organizations and dynamics which constitute the digital economy, and assesses the impacts they have on regions and communities.