Personal Life and Success Essay

At what point do you stop when you have achieved successfulness? This is a million dollar question that has pondered through the minds of humans for ages. Success is perceived differently in every individual. But what opinion is correct? What is the perfect formula for a successful life? Does success consist of the amount of money you earn or power or is success based on happiness? To achieve ultimate success, is contentment vital? These are the questions that make the word â€Å"success† so subjective. What is the correct definition of success? In the dictionary it states that it is the accomplishment of an aim or purpose. Depending on your personal purpose in life, success is achieved at different levels. Everyone has a different purpose in life that they would like to achieve. Thus, who determines what success means is based on their goals in life. Money or popularity may be someone’s purpose so they would define that as success. On the contrary, does living your life everyday with no regrets or not worrying about money make you a successful person? When do we know when to stop when success is finally achieved? Do you stop working for success when you have all the money in the world or do you stop when you are comfortable with your lifestyle? Particular people believe success is when you are content with the life you live, not worrying about money or the everyday struggles of life. Others may conclude success is based on your income or how nice of an automobile you drive. It depends what you view as a satisfied lifestyle. Unfortunately our society revolves and relies on money. Though that sounds contradicting, money plays a great role in everyone’s lives. In order to support a family and own a house, currency is vital. We live in a society where money controls all. Without a decent job and a steady income, happiness seems so distant in the modern American life. We believe getting an education and earning a salary will bring happiness and joy. I am not saying money is the key to success but it’s a foundation in our modern society. My father is a great example of how success is viewed differently in each person. He was a man who never went to college but was determine to be successful. He worked hard since he was in high school and now works for Boat and Motors Superstore where he manages his own boat parts department. My father loves working with boats and loves his family. If you were to ask him, his life has been successful. My father measures success with how much joy is brought to his life on a regular basis. A secure job and a loving family fulfill his goal which ultimately makes him a successful person in his eyes. He does not focus on whether he has a higher income than others, my father’s man concern is security and happiness of himself and his family which is a quality that I cherish as well. The way I interpret success may be unique but I believe joyfulness will be present. My perspective of being successful resembles my father’s goals in life. I may not be wealthy or famous by any means but if I can maintain a stable job and a healthy family I would consider myself the most successful person in the world. Since the word success is more of an opinion based definition, the only way to measure success is if you are happy with the purpose you set in life that you would love to achieve. In other words, if you are happy with the person and life that is bestowed upon you today, then you have found success. What is success is a question from the past and will continue to be the question of the future. I believe there will never be one accepted answer. If that answer is ever found, please feel free to inform me. But when looking back on your life that you lived, ask yourself if you were happy. If you were, I honestly believe you will feel successful. I think success does not always mean happiness, but happiness always means success. I may be erroneous towards the classification of the word success, but an opinion is neither right nor wrong. I hope one day we can call ourselves successful and find out if happiness trails along with it.

How to Assemble a Cardboard Chair

Assembly Instructions 1. Retrieve a refrigerator box. Cut it open so that the box can lay flat on the floor. On one side of the box draw the hockey stick shape to the right big enough to fit your measurements and cut it out using a box cutter, kitchen knife or scissors (whichever you would prefer). 2. Use the hockey stick shape you cut out and trace it 4 more times on the other sides of the refrigerator box. Then, cut them out. You should have 5 of the shapes now. 3. Draw 3 inch lines 2 inches away from each other ll-around along the edges of 3 out of the 5 hockey stick shapes. Use your cutting utensil to slice the 3 inch lines creating slots along the edges.4. Count the amount of slots you have. Get a cardboard box and cut it open so that the box can lay flat on the floor. Then use a ruler or straight edge to draw 2 by 26 inch strips to cut out. Cut out as many strips of cardboard needed to fill each slot that was cut along the edges of the hockey stick shapes. 5. Line up the 3 hock ey stick shapes with the edges cut side by side 11 inches away from one another. . Place each strip in each slot. 7. Cut off the excess cardboard on the outside of the chair to make the sides smooth/flat. 8. Take the other two remaining hockey stick shapes and glue one to each side of the chair. 9. Retrieve another refrigerator box and cut it open so that the box can lay flat on the floor. On one side of the box draw the flower to the left big enough to fit your measurements and cut it out using the cutting utensil of your choice. 10. Take the cut out flower, place it onto another side of the refrigerator box, trace ONLY THETOP HALF of the flower and then cut that out. 11. Take the top half of the flower, place it onto another side of the refrigerator box, trace it, and cut it out. 12. Glue the big full flower to the back of the chair 13. Glue one of the half flowers to the seat of the chair and the other to the area where a person’s back would rest. Tip: If chair is being de corated, painted, or accessorized, please decorate, paint, and accessorize everything before gluing anything together. Otherwise, just follow each step exactly.

Art Essay Example | Topics and Well Written Essays - 1750 words

Art - Essay Example This â€Å"something that can be conceived but not seen nor made visible† is often referred to as the sublime, a quality of transcendent greatness â€Å"with which nothing else can be compared and which is beyond all possibility of calculation, measurement or imitation† (Wikipedia, 2006). The presence of this sublime element, then, inspires the imagination in a specific direction based on which elements remain visible or understandable. Its significance is in the way in which it brings attention to the uncertainty of meaning inherent in the work, such that no resolution makes itself apparent. To understand how emotions or the sublime can be communicated through visual art, the work of modern artists Marcel Duchamp, with his â€Å"Nude Descending a Staircase #2†, and Amedeo Modigliani, with â€Å"Head of a Woman†, will be compared in terms of their materials, subject matter, content, composition, color and impacts of context or the time period in which they were produced. In terms of materials, both works of art are oil paintings placed on stretched canvas. Thus, they each represent a two-dimensional surface with little room for actual depth or movement. Although numerous means had been devised to create the illusion of depth in flat surfaces such as this, neither artist makes much use of these devices, instead allowing their backgrounds to remain relatively dark and formless. There are hints, however, at some form of space created in each. In Duchamp’s painting, for example, there is a hint of the stairway mentioned in the title in the bottom left corner offset by a somewhat smoother, flatter surface in the upper right corner. Because of the juxtaposition with the figure in the center, this latter surface seems to fall back, providing a shallow space within the painting. Modigliani also provides some sense of depth in his painting with unidentifiable dark-colored spaces to the right of the

Health Care System and Policies Research Paper Example | Topics and Well Written Essays - 2500 words

Health Care System and Policies - Research Paper Example Below are significant highlights of healthcare policies in America that are sequenced in a timeline: a. 1798 – Legislatures passed the act for the establishment of federal network of hospitals to serve the sick and disabled seaman or merchant seaman. This is considered as the foundation of the current US Public Health Service (US National Library of Medicine, 2012); b. 1862 – Former President Abraham Lincoln appointed Charles M. Wetherill, a chemist, to head the Department of Agriculture and established the Bureau of Chemistry which became the foundation of Food and Drug Administration (FDA) (US National Library of Medicine, 2012); c. 1871 - US government created the office of Surgeon General (formerly known as Supervising Surgeon) for the Marine Hospital Service (US National Library of Medicine, 2012); d. 1878 – Legislator passed the National Quarantine Act to focus on quarantine functions (US National Library of Medicine, 2012); e. 1887- The federal government established and opened a one-room laboratory at Staten Island tasked to conduct extensive study on diseases and inspired the creation of National Institute of Health (US National Library of Medicine, 2012); f. ... 1906 – The Pure Food and Drugs Act was legislated to regulate the safety of medicines made and sold by pharmaceutical industry (US National Library of Medicine, 2012); i. 1912 – Former President Theodore Roosevelt wanted the establishment of Children’s Bureau to deal with issues on child exploitation (US National Library of Medicine, 2012); j. 1921 – The federal government created the Bureau of India Affairs Health Division which became the foundation in the creation of Indian Health Service (US National Library of Medicine, 2012); k. 1930 - The government institutionalized the National Institutes of Health as an independent office from Public Health Service’s Hygienic Laboratory (US National Library of Medicine, 2012); l. 1935 – Legislators passed the Social Security Act (US National Library of Medicine, 2012); m. 1938 – The Federal Food Drug and Cosmetic law was legislated (US National Library of Medicine, 2012); n. 1939 - Federal pr ogram and activities on health, education and health insurance were consolidated when Federal Security Agency was established (US National Library of Medicine, 2012); o. 1946 - The government institutionalized the Communicable Disease Center which became responsible on the Centres for Disease Control and Prevention (US National Library of Medicine, 2012); p. 1953 – Under the administration of former President Eisenshower, the Department of Health, Education and Welfare was established in 1953. Anent to its operational specialization, the Department of Education Organization Act was legislated to make the office totally independent. DHEW was renamed as Department of Health and Human Services officially in May 4, 1980 (US

Business research week 3 Assignment Example | Topics and Well Written Essays - 250 words

Business research week 3 - Assignment Example However, the means of acquiring the desired information in this case involves various stakeholders. Among these stakeholders are business shareholders who expect their investments to be deployed strategically to create improve value, research team which has to understand the purpose and commitment required, and participants to provide feedback regarding their perception of Samsung products. When conducting business research, shareholders expect research and development budgets to bear positive results. In consideration of ethics, Samsung is to ensure that budget allocated for specific research tasks is utilized within those jurisdictions. By observing ethical use of resources, Samsung is to strategically allocate these resources to service the need. On the other hand, when conducting business research, Samsung is to employ open communication in which members from the research and development department are well-informed of their duties and obligations. Lastly, the participants in the research will provide the required information regarding Samsung products. However, the provision of the information regarding customer perceptions on Samsung products demands the active participation of a research sample. In order to ensure ethical considerations when dealing with the sample, the research purpose should be explicitly stated, consent acquired, and the protection of persona l information guaranteed (Sauser,

Employment skills for engineers Essay Example | Topics and Well Written Essays - 1250 words

Employment skills for engineers - Essay Example I gained self-confidence with the importance of courage to stand in front of people and share my ideas with other people without fear. Through the numerous class projects and presentations that we did before fellow students, I have perfected the skill, and now I feel that I can harness it whenever and wherever. I have learned how to express myself confidently as well as think for myself and how to seek feedback from other people. My time management skills greatly improved over the course through the assignments that I have managed to complete on time. Most importantly, I have come to appreciate working efficiently under pressure and no supervision in order to achieve my targets. I feel I have gained enough skills and confidence to handle engineering projects in the corporate world and meet all the set goals on time. At first, I thought that I would have to read so much theory. I, however, have been privileged to participate in practical engineering lessons that gave me an opportunity to work in a team without many misunderstandings with my colleagues. Through these experiences, I have developed excellent communication skills that have helped me throughout my 12 months internship. I related well with my teammates throughout these experiences. These have given me an upper hand as I have been able to be chosen as a leader and sometimes as a follower and an active participant in these team practical projects. Throughout my campus life as an engineering student, I have developed resilience through the tough subjects and actual work, which were part of the module. I have also gained a positive outlook in life as all the hard work, and sacrifice has also yielded rewards through good grades awarded to me for the hard work. My problem-solving skills have greatly improved through the practice of identifying problems either in group work or individually and coming up with solutions to these problems. My research skills have

Agricutural extension Research Paper Example | Topics and Well Written Essays - 1000 words

Agricutural extension - Research Paper Example Agricultural extension refers to the acts of impacting critical agronomic techniques and skills to the rural farmers in a participatory manner, with a goal of improving the overall performance of farmers (White, 2012). The process of agricultural extension generally involves conveying of essential and practical information to the farmers. The data usually includes ways of using improved seeds, pesticides and fertilizer. Agricultural extension education started in the early 1800. Immediately after American Revolution, many agricultural societies began to operate. One of the main societies was formed by John Skinner, who encouraged American farmers to start reporting on their successes and methods they used to solve various problems they encountered in their daily farming activities. This served as a platform for many American farmers. They exchanged ideas on how to enhance their farming skills using the platform (White, 2012). In the early 1910, USA agricultural sector in collaboratio n with agricultural colleges started to provide agricultural extension services to the rural farmers. With the use of the free extension services, farmers were able to increase wheat production in the country by nearly 40 % (White, 2012). This helped America to contain the food shortage problem that came as a result of the world war one and two. During the famous severe depression, agricultural extension services, mainly concentrated on improving the farm management skills of individual farmers. They engaged in a programme of teaching farmers how to sell their products at favorable prices. They also offered women basic skills on how to ensure they obtain proper nutrition for each household (White, 2012). They offered free services to women on how to improve their home poultry production, house gardening and also carrying out food canning to avoid wastages Incase of surplus production. Traditional agricultural extension services concentrated more on improving production at the househ old level as opposed to the present extensions. The extension mainly dealt with production and marketing of agricultural products. With new rules and policy changes, extension education for the next twenty five years will be so much different with what was offered in the past. Instead of focusing on rural farmers only, the agricultural education extension will deal with more broad issues affecting peoples life’s both in urban and rural areas (Rice, 2012). With economic and environmental dynamics, the extension education will dwell on how to help individuals learn new methods of obtaining income through encouraging them to adopt auxiliary enterprises. The extension will focus on helping farmers to improve their marketing strategies, management skills and also efficiency (Rice, 2012). This will ensure that farmers are able to deliver effectively. The new extension services will also deal with training farmers on how to take care of health, safety and consumer issues of the agri cultural products. Customers are with age becoming more health alert. This calls for distribution of high quality and safe products. Farmers need to be taught how to produce safe agricultural products for their health safety and others. With this in mind, the new extension services will focus on teaching customers how to implement safe biofortification processes so as to ensure their products are safe for consumption (Rice, 2012). Critical issues Agricultural extension has continued to live in the process of change globally. With the support of international agencies, governments are struggling to avail both financial and structural reforms to ensure extension services are improved and accessible to the targeted farmers. With all this support from the government, the agricultural extension will be focusing on all the key issues affecting the daily health of the people of America and the nation future as a whole. It will intensively dwell on ways to; ensure healthy human population, public improvement and development of agricultural

Facebook Analysis To Confirm Its Competitiveness In A Defined Market Essay

Facebook Analysis To Confirm Its Competitiveness In A Defined Market - Essay Example The idea was to create a website though which people in the university could stay connected with each and share ideas. Within months of its initiation the core idea spread beyond the boundary rooms of Harvard and was highly appreciated and accepted by all. Very soon it got extended to Yale and Stanford and was endorsed widely in these places. The initiative was accompanied and followed by two more students at Harvard, Chris Hughes and Dustin Moskovitz who helped the founder to grow and take the concept to the next level. Within a matter of few months, it became a national student network. In 2005, it was officially given the name of Facebook. The domain was called facebook.com was purchased at a rate of $200,000. Facebook was then opened in 2006 and could be accessed by everyone above 13 years of age having a valid e-mail identity. In 2008, it was announced that Facebook would set up international headquarters in Dublin, Ireland. In 2010, the company began to invite users to go throu gh a beta test or selection process based on questions and answers. A number of engineering puzzles were given to them where these users were required to solve computational problems. This gave them opportunities to get hired in Facebook. It had emerged as the greatest only photo host by 2011 and had millions of users accessing the same from mobile phones, which accounted for 33% of the entire traffic in Facebook. (Carlson, â€Å"At Last -- The Full Story Of How Facebook Was Founded†). Biography of the Founder Originally known as the Facebook, the site was founded by Mark Zuckerberg, a former student at Harvard University. After completing second year at the university, he left it to concentrate on the website he had created and which had a use based of more than 250 million people. Born in May 14, 1984, in New York, Zuckerberg had grown in a well educated and comfortable family. Zuckerberg’s interest in computers and technology showed very early in his childhood. He h ad created messaging program using Atari Basic, at the age of 12 which he named as Zucknet. His father use to use this program for running operations at his dental office. The receptionist at office could use this program to convey the message of a new patient arrival without screaming across the room. This program was also used within the family to communicate in the house. He took interest in computer games with his friends just for fun (Chittaranjan Wordpress, â€Å"Early life†). In order to entertain and encourage his interest in computers, Mark’s parents arranged for a private computer tutor at home, who had later on declared to reporters that he found to difficult to stay ahead of a prodigy who was interested more in the graduate courses at the nearby college. Beside computers, Lark also showed immense talent in fencing and soon became captain of his school team. One of his other interests was literature, in which he earned a diploma in classics. However, his fas cination

Treating Abused Adolescents by Eliana Gil Essay

Treating Abused Adolescents by Eliana Gil - Essay Example Gil begins the book by outlining the case of Jennifer, who was subject to sexual abuse from the age of 2. Having run away from home and several foster homes, she turned to prostitution and panhandling and becomes pregnant by the age of 13. Jennifer was a seemingly hopeless case as she had suffered too long and too deeply. Yet she dug deep within and found the courage to cope with her problems effectively. On this inspiring note, Gil proceeds to give an overview of the book. She describes the term â€Å"adolescence† and gives us a history of its roots, explaining how social and political movements and changes have influenced our perception and understanding of these individuals. Adolescence is a crucial developmental period in the life of the individual and traumatic events that disrupt normal development may have lifelong implications for the victim. This is therefore a serious issue and one that has been largely ignored because of existing misconceptions about adolescents who are in a delicate transitional phase, where they are neither children nor adults.

Article Research Paper Example | Topics and Well Written Essays - 1500 words

Article - Research Paper Example The second step involves building a culture and processes that motivate people to help one another and share relevant information. The third step involves dismantling the natural barriers that create divisions in an organization (Catmull, 2008). Strong leadership is essential to make sure people do not pay lip service to those standards, and people should not assume that just because the company is successful, everything it does is right. In addition, the author suggested several principles to manage a creative organization. The first principle seeks to give the creative people control over every stage of development of an idea. The second principle is to encourage people to help each other produce their best work also known as creating a peer culture. The third principle asserts that managing a collective creativity in an organization is to free up communication (Catmull, 2008). The third principle defines an efficient way of solving numerous problems, and it encourages individuals to focus on challenges without waiting for authorization. The fourth principle involves creating a learning environment, and the author notes that learning together is fun. The fifth principle is to carry out post mortems on projects to stimulate discussion (Catmull, 2008). The Harvard business review article is worth studying since it is educative on how to manage collective creativity in an organization. According to the author, many companies rise and fall due to lack proper collective creativity (Catmull, 2008). Many people consider creativity as a unique act attributed to a single person. The article teaches that talented people should work effectively with one another and takes trust and respect. Loyalty to collective work and one another creates an extraordinary feeling in an organization. Moreover, the accomplishments of the talented people attract the

Rabindranath Tagore Story & Poem Essay Example for Free

Rabindranath Tagore Story Poem Essay A Nandalal Bose illustration for The Hero, part of the 1913 Macmillan release of The Crescent MoonThe Sadhana period, 1891–1895, was among Tagores most fecund, yielding more than half the stories contained in the three-volume Galpaguchchha, itself a group of eighty-four stories. [18] They reflect upon Tagores surroundings, on modern and fashionable ideas, and on mind puzzles. Tagore associated his earliest stories, such as those of the Sadhana period, with an exuberance of vitality and spontaneity; these traits were cultivated by zamindar Tagore’s life in villages such as Patisar, Shajadpur, and Shilaida. Seeing the common and the poor, he examined their lives with a depth and feeling singular in Indian literature up to that point. [79] In The Fruitseller from Kabul, Tagore speaks in first person as a town-dweller and novelist who chances upon the Afghani seller. He channels the longing of those trapped in mundane, hardscrabble Indian urban life, giving play to dreams of a different existence in the distant and wild mountains: There were autumn mornings, the time of year when kings of old went forth to conquest; and I, never stirring from my little corner in Calcutta, would let my mind wander over the whole world. At the very name of another country, my heart would go out to it I would fall to weaving a network of dreams: the mountains, the glens, the forest . . [80] Many of the other Galpaguchchha stories were written in Tagore’s Sabuj Patra period (1914–1917; also named for one of Tagores magazines). [18] A 1913 illustration by Asit Kumar Haldar for The Beginning, a prose-poem in The Crescent MoonTagores Golpoguchchho (Bunch of Stories) remains among Bengali literatures most popular fictional works, providing subject matter for many successful films and theatrical plays. Satyajit Rays film Charulata was based upon Tagores controversial novella, Nastanirh (The Broken Nest). In Atithi (also made into a film), the young Brahmin boy Tarapada shares a boat ride with a village zamindar. The boy reveals that he has run away from home, only to wander around ever since. Taking pity, the zamindar adopts him and ultimately arranges his marriage to the zamindars own daughter. However, the night before the wedding, Tarapada runs off—again. Strir Patra (The Letter from the Wife) is among Bengali literatures earliest depictions of the bold emancipation of women. The heroine Mrinal, the wife of a typical patriarchical Bengali middle class man, writes a letter while she is travelling (which constitutes the whole story). It details the pettiness of her life and struggles; she finally declares that she will not return to her husbands home with the statement Amio bachbo. Ei bachlum: And I shall live. Here, I live. Haimanti assails Hindu marriage and the dismal lifelessness of married Bengali women, hypocrisies plaguing the Indian middle classes, and how Haimanti, a sensitive young woman, must—due to her sensitiveness and free spirit—sacrifice her life. In the last passage, Tagore directly attacks the Hindu custom of glorifying Sitas attempted self-immolation as a means of appeasing her husband Ramas doubts. Musalmani Didi examines Hindu-Muslim tensions and, in many ways, embodies the essence of Tagores humanism. Darpaharan exhibits Tagores self-consciousness, describing a fey young man harboring literary ambitions. Though he loves his wife, he wishes to stifle her own literary career, deeming it unfeminine. Tagore himself, in his youth, seems to have harbored similar ideas about women. Darpaharan depicts the final humbling of the man as he acknowledges his wifes talents. As do many other Tagore stories, Jibito o Mrito equips Bengalis with a ubiquitous epigram: Kadombini moriya proman korilo she more nai—Kadombini died, thereby proving that she hadnt.

Perspectives On The Personality Of Marshall Mathers Music Essay

Perspectives On The Personality Of Marshall Mathers Music Essay Multiple Perspectives on the Personality of Marshall Bruce Mathers III. Marshall Bruce Mathers III emerged from a poor neighborhood in Detroit, Michigan and quickly gained fame as the American, hip-hop music artist, Eminem. Marshall declared himself in My Name Is, the single that announced him as Eminem to the world (Hasted, 2005). His released albums are compilations of rap songs, each with creative rhymed verses about his life and the people in it, composed by Mathers himself. Some may claim that Eminem is a role model, in terms of his artistic talent and ability to overcome lifes hardships. For others, he sets a bad example in society, as he is degrading to women and homosexuals and he is promoting violence through visual outlets. The controversy remains, but perspective can be gained through psychologies different aspects of personality. Neo-Analytic Perspective The central theme of the neo-analytic approach to personality psychology is ego identity. The importance of the ego, a persons individuality, is emphasized as it struggles to cope with emotions and drives on the inside and the demands of others on the outside (Friedman Schustack, 2009). This feeling of self develops through the interactions and conflicts an individual faces during their life, and determines their personality. Unlike many other aspects of personality, neo-analytic theories and theorists agree that ones personality is not predetermined, or stable, and is shaped by encountered experiences. Marshall Bruce Mathers III is a famous personality whose life experiences can be analyzed in the perspective of the neo-analyst, Erik Erikson. Erikson considers the ego to be an influential and independent part of identity formation, and he also brings attention to the effects of society and culture during the process. He developed the theory of life-span development, claiming that there are eight predetermined stages and each involves a certain ego crisis that determines the direction of personality. As Friedman and Schustack aptly phrase, the outcome of each stage à ¢Ã¢â€š ¬Ã‚ ¦ is dependent to some degree on the outcome of the previous stage, and successful negotiation of each of the ego crises is essential for optimal growth (2009). The life-span perspective helps with understanding why Mathers behaves and thinks the way he does. The identity formation of Marshall Mathers began at birth; October 17, 1972 began the first ego crisis Erikson termed Trust versus Mistrust' (Friedman Schustack, 2009). Debbie Mathers-Briggs became Marshalls mother at age seventeen. As an adolescent, she was preoccupied with her own needs of finding out who she was and how she fit into society. Because of her young age, she was unable to successfully satisfy Marshall Mathers needs as a mother, which Erikson considers the most significant relationship of this stage. An infants needs are simple and straightforward, and it is necessary for a mother to contribute mature abilities and social support. Many agree that her parenting was inadequate and unreliable, which did not resolve the Trust versus Mistrust conflict for Mathers. Instead of developing feelings of hope, which is a psychosocial virtue in Eriksons theory, he has since been unable to rely on others, believing that the world is not a safe place. It is during this period of inf ancy that a child develops a sense of trust and hope which arises from the satisfaction personal needs (Friedman Schustack, 2009). Marshalls neediness only grew, though as a direct results of his mothers actions, (Hasted, 2005). She was in her own state of mind, and struggled to understand her son whose upbringing became hard to handle and caused Mathers directionless existence. The ego crisis, Autonomy versus Shame and Doubt, indicates the significance of parents during an individuals early childhood. Eriksons theory, when applied to the Mathers life, shows the negative impact of abandonment at early age. Hasted writes that it was, a consequence of his parents immature love, that led to his fathers decision to leave his wife and son (2005). Marshall Mathers was abandoned by his father; he did not ever see him or communicate with him after the day he left. He was raised by his mother no father image or figure was there (Hasted, 2005). It is during this stage of development that Erikson believes the ego skill, will, is formed. Friedman and Schustack write that, successful negotiation of this stage results in a child who knows the difference between right and wrong, and is willing and able to chose right most of the time (2009). This was not the case for Marshall Mathers, and some of his actions in his later life show this. In accordance to the stage theory p erspective, he was unable to develop self-control and self-esteem because of these matters. Shortly after Mathers was abandoned by his father, Debbie Marshall-Briggs began to live nomadically. Nick Hasted quotes Marshall Mathers, my mother never had a job, so we used to always stay with my family. We would stay until we got kicked out. Some of the relatives stayed in Kansas City, some in Detroit, so we just kept going back and forth (Hasted, 2005). The moving took place during his mid-childhood, which is the optimal time of the Initiative versus Guilt stage. With Mathers father abandoning him as a young child, the responsibility of this child was left to his mother, grandparents, and aunts and uncles. His life so far was lacking stability, and Hasted claims that he struggled to survive in series of elementary schools, (2005). It was difficult for Mathers to develop any friendships that would last longer than the three months he would spend with him before moving again. During Eriksons stage of Initiative versus Guilt, it is crucial for a child to interact with other childre n to learn how to plan and carry out actions as well as how to get along with peers to gain a sense of purpose (Friedman Schustack, 2009). Ones early adolescent is a time where a lot of ones time is spent attempting to fit in with a social group. Yet, what happens to the formation of ones identity if they never have the stability of a school, father, or even a home to help ground them is negative. Marshall rarely had the availability to make friends because of his constant moving and this had him bullied and teased at many of the schools he attended. This had a drastic impact on his identity formation, and is relieved in his thoughts and actions. It was not until Marshall Mathers reached the age of 12 that he began to reside permanently on the East Side of Detroit with his mother. Industry versus Inferiority stage develops competence through the interactions with in the neighborhood and school of an individual. Nick Hasted expresses that Mathers had a reputation as some kind of violent bad boy (2005) at his school. He was constantly bullied by his peers and let down by his teachers. Throughout his schooling, there have been multiple instances that Mathers competence was doubted by his teachers. His attendance was low, and his grades were far from average, which in Eriksons view is an outcome derived from the previous life stages. Educators would single Mathers out and comment that he is unable to make it. He ended up dropping out at a young age, after repeating the ninth grade three times, which was disestablishing to a school-aged child. (Hasted, 2005). Marshall Mathers did not complete tasks, especially academic ones, and f ind pleasure in doing so. His identity formed in this stage to develop the sense of inferiority as he was not able to successfully complete his education. As Marshall Mathers continued into the Identity versus Role Confusion stage of his adolescence, he was beginning to make some friends by being less distant and shy. Friedman and Schustack claim that, at this stage, the adolescent experiments with different roles, while trying to integrate identities from previous stages (2009). Mathers was becoming himself at this point in his life, in accordance to Eriksons theory, and the society is a huge factor to the process. Living in a white minority, victimized and twice almost murdered by blacks, Marshall could be excused for starting to feel racist himself (Hasted, 2005). The goal of the sixth stage of Erik Eriksons theory, Intimacy versus Isolation, is to achieve love during young adulthood (Friedman Schustack, 2009). It is inevitable that the relationship between Kim Scott and Marshall Mathers is significant in the artists identity formation. They became in separable as soon as they met and would later on marry and have a child together. Currently, Marshall Mathers is in the Generativity versus Stagnation stage of his development (Friedman Schustack, 2009). He has succeeded as an artist in the music industry, and is now able to provide for his daughter, Hailie Jade Mathers. He knew he was not going to raise his daughter in the same conditions he grew up in. Becoming a father was a huge turning point in Marshalls life; he knew he had to create something for himself and strives to provide for Hailie. His identity at this point in his life is to be the dad that he never had and he continues to do so (Hasted, 2005). Marshall Mathers life-span development has formed his personality and ego. He has gone through many life changing experiences, both positive and negative, that have shaped him into the man he is today. Erik Eriksons neo-analytic perspective has the goal of understanding what it means to be an individual in a social world (Friedman Schustack, 2009). After living such a difficult childhood and finally making something of himself, Marshall was being changed by the success that he received. Behaviorist Skinnerà ¢Ã¢â€š ¬Ã‚ ¦the study of behavior, emphasize the role of learning in the development of personality, human behavior. Most recognized amoung behaviorist theorists. Emphasize experience and learning as the primary forces that shape human behavior. skinner developed a psychology that concentrates not on the person but solely on those variables and forces in the environment that influence a person and that may be directly observed. Behavior can be understood in terms of responses to factors in the environment. Suggested to concentrate on the environmental consequences that determine and maintain an individuals behavior. Changes in the environment affect the individuals behavior. Internal forces cannot be operationally defined and their intensity cannot be measured. skinner believed that the laws of behavior must apply to each and every individual subject when it is observed under the appropriate conditions at birth, the human infant is simply a bundle of innate capacities, but consequent behaviors can be comprehended in terms of learning skinner derivedà ¢Ã¢â€š ¬Ã‚ ¦a reinforcement is anything that increases the likelihood of a response. The effect of ones behavior that determines the likelihood of its occurring again. If behavior results in reinforcement. If the behavior does not result in reinforcement. Behave in alternative ways to find patterns of behavior that are reinforced. Process of operant conditioning. originally spontaneous behaviors whose consequences determine their subsequent frequency. Operant conditioning can be systematically described, skinner box, operant conditioning apparatus to train animals and conduct controlled research. Appropriate reinforcement increases the likelihood of that behavior occurring again. Procedure termed shaping, deliberately mold the organisms behavior in order to achieve desired behavior. Induce to perform. Using behavioral-shaping methods. skinner believed that most animal and human behavior is learned throug h operant conditioning. The process of learning to speak ones native tongue involves reinforcing and shaping of operant behavior. operant behaviors are responses emitted without a stimulus necessisarily being present, they occur spontaneously verbal behavior evolved from signaling, imitating, and other nonverbal behaviors, following the rules of contingencies of reinforcementà ¢Ã¢â€š ¬Ã‚ ¦shaping is involved in learning to speak Marshall Mathers has become a famous personality recognized by the music he has created as Eminem. It started in the studio, where he began recording songs that eventually led to his music being played on local radio stations. At the age of 25, Eminem signed his first record deal with a well-known producer and rapper, Dr. Dre. Instantly, they began producing music together and striving to get Eminem out into the public. The hits became world-famous and sparked the beginning of a whole new world that was opened up to Mathers. He was a superstar within the hip-hop culture for his talents of composing and performing (Hasted, 2005). The behaviorist approach to personality analyzes an individuals learning experiences, indicating that the environment solely controls human thought and behavior. Burrhus Frederick Skinner is well-recognized for his efforts in developing the principle of operant conditioning. Friedman and Schustack define operant conditioning as, the changing of a behavior by manipulating its consequences, (2009). The key element of Skinners theory is reinforcement; his approach is that consequences of a behavior determines if the action will or will not occur again (Friedman Schustack, 2009). Many people view Eminem and his music as a very angry person because when he released his first few albums he was very upset and angered at the life he had grown up in. Much of the time his lyrics and rhymes are about actual events that have occurred throughout his lifetime. The way he explains situations is in such a harsh, raw way that people listening to his music are shocked. His lyrics are the way he lets out his desires about his emotions and life in a way where he is not thinking about what other people think, but rather spitting out the words that best express how he feels (Hasted, 2005). The flow of rap music comes easily to him and it became obvious that he has a special talent. Eminem uses music is an outlet to release emotions and sometimes the way he says his lyrics can leave society perceiving him as very negative. When he first was coming out into hip hop music scene, he had very controversial items on his albums. His music producer, Jimmy Iovine explained to Eminem that he would need to change some of the lyrics on his album if it were to be released. He found it difficult to do so, as he did not understand why it was necessary. This characteristic of personality is reflected in his music as he says what he wants to say, when he wants to say it. It was often difficult for him to understand why he would need to change the lyrics of his songs. Eminem grew up in Detroit, where these lyrics would be considered normal (Hasted, 2005). Operant conditioning explains why he has continued to produce music and grow from his fame. According to B.F. Skinner, personality is a repertoire of behavior learned from an organized set of environmental contingencies à ¢Ã¢â€š ¬Ã‚ ¦ personality is the group of commonly performed responses that a person has learned. Because it is environmentally determined, behavior is therefore very situation specific (Friedman Schustack, 2009). The reinforcements, both positive and negative, establish Eminems personality. Positive reinforcement is a reward to a desired response in the means of a stimulus. Some types of positive reinforcement are good grades and verbal praise, (Friedman Schustack, 2009). Grammy nominations, growing number of fans, and monetary success are some positive reinforcers that have strengthened Eminems behaviors. He learns from the reinforcement that his behaviors are accepted, which leads to increased occurrences. He responds to these stimuli by recording more songs and releasing more albums. There is also a biological reinforcement that plays a role in Eminems personality. The lifestyle of those that reside in Detroit, Michigan complies with that of Eminems. They are accepting to this type of music and way of life. Negative reinforcement is another aspect of Skinners theory that increases the likelihood of behavior. These are stimuli that, when withdrawn, increase desired behaviors, (Friedman Schustack, 2009). Because of his music career, Eminem has been withdrawn from a life of poverty. He struggled all throughout his early life to provide for himself, and his family. The behavior that is reinforced is his fame, and he continues to try his hardest to continue success to live a comfortable life. Eminem has learned a lot from his past experiences and represents them in his music in a way where the outside public can relate to him. He is in touch with his emotions and feelings and it is because of this that he has such a raw personality, and has the ability to show the world how he has become the person that he is.

Effects Of Implementing CRM Systems

Effects Of Implementing CRM Systems Effects Of Implementing CRM Systems And Its Strategic Issues In An Organisation Introduction Definition Of CRM: Any organisation will profit from adopting a definition of what CRM means in strategic terms for their business and ensuring that this definition is used in a regular manner all the way through their organization. One of the most important definitions of a CRM has been given by Davenport et al. (2001), stating that CRM systems are â€Å"all the tools, technologies and procedures to control, manage and improve or facilitate sales, support and related interactions with customers, and business partners throughout the enterprise†. According with Siebel, (one of the mayor players in the CRM market) â€Å"CRM is an integrated approach to identifying, acquiring, and retaining customers. By enabling companies to deal with and coordinate customer interactions across several channels, departments, lines of business, and geographies, CRM helps organizations maximize the value of every customer interaction and drive superior corporate performance.† Another concept about CRM, provided by John Wiley, author of the book â€Å"CRM unplugged†, is â€Å"CRM is not about technology, its about attracting and serving clients in more attractive ways†. Introduction: Many organisations in recent years identified the importance to become friendlier with the customers facing with increased worldwide competition. Therefore Customer Relationship Management (CRM) has risen to the agenda of many organisational strategies. Customer Relationship Management systems can be viewed as information systems meant to enable organisations to realise a customer focus. An increasing number of organisations are adopting CRM yet surveys are beginning to highlight the potential risks. Although CRM systems are proving an extremely popular choice for implementation. It is obvious that there is still a need for further observed studies of CRM but, only a few are available. Now a day in the business market, management finds that customers are the central part of a business and that a companys success depends on effectively managing relationships with them. So, one of the initial goals that management has its employees to achieve is based on a saying such as â€Å"the customers are always right,† â€Å"do whatever it takes to deliver your promise† or something similar. All objectives are decided to one crucial goal that is to make customers satisfy because they are the ones who keep the business run. Not too long ago, many companies did not consider this an important factor and often uncared for their customers with the result that many of these customers did not come back. Frequently, these objectives become constraints for businesses and their employees when they do not have suitable tools, equipment, or methods to achieve this goal. Now a day, technology provides to the businesses with systems that can help companies track customers comm unications with the firms and allow the firms employees to rapidly get back all the data about the customers. This idea is known as a customer relationship management (CRM) system and if used correctly, could improve an organisations ability to achieve the ultimate goal of retaining customers and so gain a strategic improvement over its competitors. (Gefen, D. 2002) CRM can be interpreted as a process of digitizing a staffs knowledge about his or her customers. This is because in a usual business process, customer relation staff would normally be required to remember their clients requirements, behaviours, tastes, preferences, etc. In real meaning, CRM focuses on building long-standing and sustainable customer relationships that adds value for both the customer and the organisation. (Daft, 2003). CRM system is frequently incorporated with other decision support systems across all functional areas, such as (ERP) Enterprise Recourse Planning system, (EIS) Executive Information Systems, (SCM) Supply Chain Management System, and Product Life-Cycle Management Systems. By doing so, organizations can produce better management information in terms of planning, acquiring, and controlling across all channels and thus have greater products and services that direct to larger revenues and larger profits. CRM systems can also assist organizations increase their abilities to interact with their customers. This not only leads to improved quality but will improve the speed response to customers needs (Anderson, 2006). By itself, CRM makes a required tool for business because it distinguishes an organization from its competitors with the knowledge resources about product ideas and the ability to identify and find solutions to customers issues. CRM can cut down the distance between customers and the organization, contributing to organizational success through customer loyalty, greater service, better data gathering, and organizational learning. Some have argued that customer satisfaction and loyalty is a science; however, Phelon (2004) takes it up a level by saying that â€Å"customer leverage is an art.† CRM Classification: Operational CRM: Operational CRM is also called front office CRM which involves the areas where the customers meet directly and this type of interactions is called as touchpoints. A touchpoint is of two types, one is inbound e.g., a call to an organisations customer support hotline and the other is outbound e.g., an in-person sales call or an e-mail support. Operational CRM enables communications to and from customers but this doesnt mean useful service. (Dyche 2001). The benefits of Operational CRM are: It delivers personalised and well-organized marketing, sales and service through multi-channel collaboration. It also enables a 360 degree view of your customer while you are interacting with them. The people who are included in sales and service can access complete history of all the customer interaction with the company, regardless of the touch point. Analytical CRM: Analytical CRM is also called as back office or strategic CRM which involves the customer actions that takes place in front office. Analytical CRM needs technology that total customer data and provide analysis of the customer data to progress managerial decision making and actions. Analytical CRM involves large amounts of cross-functional information and this information is stored on a data warehouse. The analytical CRM is based on the technologies such as warehousing and data mining. In this, the customer database should be accessible from all the departments like marketing, sales and customer service. Analytical CRM forms the foundation for planning and evaluation of marketing campaigns and assists cross selling and up selling functionalities. (Adrian Payne 2005). Collaborative CRM: Collaborative CRM is said to be an approach to the CRM in which there are many departments such as sales, marketing, and technical support share the data which they collect from interactions with the customers. For example we can say customer feedback is a main aspect for customer satisfaction and loyalty since the customer feedback gathered from a technical support department could inform marketing staff about the products and services that might be great help to the customers. The point of collaboration is to improve the quality of customer service which results in increase customer satisfaction and loyalty. Source: Handbook of CRM: achieving excellence in customer managementBy Adrian Payne (2005). Benefits Of CRM: A right CRM implementation can benefit to the organisations as well as to the customers. CRM is a next wave of computer aided marketing because it is a way of doing business. Below are the some of the benefits that a CRM or Customer Relationship Management system can bring. Peck et al. (1999) A major benefit from the Customer Relationship Management can be the development of strong relationships with the ongoing customers which can lead to: Improved sales through better timing due to anticipating needs based on past trends. Organisation can identify needs of the customers more effectively by understanding specific customer requirements. Cross- selling and up-selling of other services and products by highlighting and telling alternatives or enhancements. Organisations can identify the customers who are profitable and who are not profitable to the company. Finally this could lead to: The improved customer satisfaction and retention, showing that the organisation is having good reputation in the market place. Increased value from the customers and reduced cost associated with supporting and servicing them, growing the overall efficiency. Enhanced profitability by focusing on the most profitable customers so that the organisation ca more concentrates on the unprofitable customers dealing them with the more cost effective ways. Some other benefits which are mean to the organisations are: Shared or distributed data: Now a days companies realize that customer relationships are very important on many levels, they begin to understand the need for data sharing throughout the organisation. A CRM system is an enabler for making informed decisions and follow-up on all the levels. Cost reduction: The strong point in the CRM is making customers as their business partner and not just a subject. Because customers are doing their own order entry and are empowered to find the information they need to make a decision, less order entry and customer staff is needed. Better customer service: The information related to the interactions to the customers is centralised, so the customer support department can really benefit from this because they have all the information they needed at their fingertips. No need to ask the customer for infinity times and no need to estimate. And mostly the customer can do this on their own because the CRM system is more and more able to expect the need of the customer. The experience got to the customer is greatly enhanced. Increased customer satisfaction: If the customer feels that he is the most important part of the team instead of just a topic for marketing and sales, customer service is better and the needs are predictable. There is no question of customers are dissatisfied with the product or service. Better customer retention: If a Customer Relationship Management system can help to fascinate customers then it can be said that this will increase customer loyalty, and the customers will come back to buy again and again which produce customer retention. More repeat business: If the customers are pleased then we can repeat business. Initially customers are in a doubt of mind, if the service is good and if the customer is pleased he turns into loyal advocate to the business. Purpose Of The Study: The purpose of the study is to understand the CRM application strategies and their successful implementation to bring about maximum customer satisfaction. By doing so, we hope to make Customer Relationship Management applications more useful to the customers. Research Questions: With reference to the above stated research problem, â€Å"what are the factors effecting for a successful CRM implementation†? The following research questions have been posed to conduct the study to realize the purpose. What are the benefits obtained to the customers from the CRM implementation? What are the challenges for implementing Customer Relationship Management? What are the factors that help in successful implementation of CRM? And What are the risks involved in implementing CRM in the organisation? Design/Methodology/Approach: Thus, this dissertation deals with CRM introduction and effects of implementing CRM systems in an organisation in order to give an insight into the current issues and status of the technology. The literature review will analyze, examine and explore the benefits and problems involved in implementing CRM systems. Structure Of The Dissertation: Chapter 1: Introduction And Research Rationale This part gives a brief introduction about the purpose of the thesis. It also details the rationale for doing the thesis and validity of the research. This part also states the aims and objectives of the research to be done. Chapter 2: Literature Review This part covers the literature on the CRM issues and its functions using journals articles. The existing function will be presented and the information regarding the subject will be outlined and analysed from the academic literature available. Analysis: This part analyses the data collected i.e. CRM implementation problems with an overview of the different departments. The current system will be critically reviewed and the effectiveness of the system will be evaluated. Each of the problems research issues is analyzed, interpreted, and the detailed findings are presented Chapter 3:Research Methododlogy: This part covers the process of research to be done and the research approach. It implies the selection of the method on how the research is to be done and the methodological consideration of the data collection, sample collection and the data analysis Chapter 4: Data Analysis And Critical Discussion: This part provides a summary of the findings and conclusions of the research objective and issues, discusses the contribution of the research findings to the literature and theory, reviews the implications of the findings, discusses the limitations of the research, and concludes with suggested direction for future research Chapter 2 Literature Review Background: CRM: An overview CRM: Customer Relationship Management is a process that manages the interactions between the organisations and its customers. In other words Customer Relationship Management can be defined as a Management process that looks to maximise the profits, to shareholders by developing and implementing the strategies to build the relationships of trust with high value customers and to create a sustainable differential advantage. (Newell, 2000) In the current situation of business world there are many hand held devices and websites where the consumers trying to interact with the companies. There are some examples like direct marketing, call centres, advertising, and retail stores and also at home. At every interaction customer has an impact on the company and the brand name. The main objective of customer relationship management is to better understand the customer needs and also maintain long term relationship with those customers. CRM systems allow businesses to build relationships with customers. Organisational thinking must be changed to meet the objectives of CRM. Firms believe they exist simply to produce a product or deliver a service. But the firms need to be customer centric. (Clemons 2000). Even there are many definitions of CMR by different authors, the main idea behind the CRM concept it is the use of tools to document and maintain a relationship between the costumer and the company, incrementing the satisfaction of the costumer and creating loyalty to the company: it has been proven by many companies that is more profitable to maintain a customer in the long term rather that single sale customers. Customer Relationship Management is a method designed to collect information related to customers, to collect the features of customers, and to apply those qualities in definite marketing activities (Swift, 2001). CRM is not a new method. Actually, CRM has continuously existed from the past. On the other hand, CRM has recently become the focus of attention. The backgrounds are as follows (Ahn, 2001): Source: http://www.jscgroup.com/crm-call-centre-solutions.html Access 11/07/09 The relationship with customers is newly recognized as a key point to solidify competitive power of a company; As companies procure large volumes of data related to customers, they can perform customer management more easily and efficiently using data warehousing, data mining, and other information technologies; and The Web has opened up a new medium for business and marketing, and we can express customer actions in online into data. In other words, the scope of data to analyze behaviors of customers is extended, and the environment for one-to-one marketing has been enhanced. Importance Of Crm: The main task of Customer Relationship management is to gather information about the customers. And then the data is used to help the customer service transactions by using the information needed to solve the issues or concern readily available to those dealing with the customers. If the customer is satisfied then there will be more profitable business and more resources available to the support staff. Moreover Customer relationship Management is a great help to the management for a future way of a company. As mentioned, Customer relationship management need more data to work and these includes the customer name, address, date of transactions, pending and finished transactions, issues and complaints, status of order, shipping and fulfilment dates, account information and many more. This information is important for the support staff to the customers for providing the answer that they needs to solve the issue without having to wait for a long time and not going to other departments. Moreover the customer service representative will also be able to see the previous concerns of the customer. (Lynette Ryals; Adrian Payne 2001) This is a great assist especially if the customer is calling about the same issue since the customer will not have to say again the story all over again. This takes less time to solve the issue causing higher productivity of the support staff. Customer Relationship Management system is also important for the management because it gives the information like customer satisfaction and efficiency of service by the help desk people. This system is also important for the companys future course of act, whether it involves phasing out one of the products on the shelve or making adjustments to one of the goods sold. The information provided by Customer Relationship Management systems is also invaluable to marketing and advertising people, as they will be able to identify which ideas will works and which do not. Integration of CRM systems in an organisation is very important and this is not an easy task as it seems. Most companies fail to integrate CRM systems that need to share the information for it to be effective. A CRM system also helps in expanding your businesses. Because CRM systems are able to handle huge amount of data, this systems help you in coping with the increased numbers of customers and their data. By installing a CRM systems and if the CRM systems are utilized properly it can be sure that the business will be successful and your customers are lot more satisfied than before. (Adrian Payne; Pennie Frow 2003) There are many reasons why Customer Relationship Management is important to the organisations and some of the reasons are given below: One of CRMs most important strength is that it organises and collects data of the customers and with this data one can analyze for the future opportunities for example by using the CRM data you can analyze the needs based to the customers such as what the customers needs but they arent buying. By using this information you can develop a sales strategy that will offer services in an attractive way even in cheaply difficult times. This includes package of new goods or services or products offering to the customers in an attractive price or with some incentives. The other reason for the importance of CRM systems is every customer is important for the business but some of the customers are more worth than the others. By allocating the sales efforts accordingly, we can produce more profits per sales hour and also we can increase more sales. The CRM systems contain the tools for analyzing the customers so that we can classify the customers according to the sales. For example by using the CRM tools we can see which position are most profitable and which customers are expected to buy them. Customer satisfaction is very important in the CRM systems because customer satisfaction involves two ideas: one is to keep the promises to the customers and the other is to meet their confirmed needs. For example if you promise to contact a customer on Tuesday and do not get back to him until Thursday, you not only reached the customer expectations but the company had delicately shows how much you value that customer. Similarly, CRM can be used to make sure that the company is meeting the customer expectations as fully as possible. This involves professional handling of after-sales contacts such as service calls, resolving customer issues or offering the customer the right product at right price. At last, CRM is used to work the companys sales and customer support representatives smarter because of the improved information at their finger tips which is used to maximize revenue. http://www.insidecrm.com/features/crm-important-recession-082508/ Access 21/08/09 The Role Of Internet And Website In CRM: The evolution of internet as changed the opportunity of building a customer relationship. The important thing is the search engine, it made easier to the customers to find online merchants and communicate with them. These merchants are then offering customers more efficient ways of ordering and receiving products and services. And also, the internet simplified bidirectional communication, for the first time offering a better way for consumers to communicate personal information to the merchant. By using the internet or website a customer needed to send only a application through cyberspace, which results in short delivery time, improved accuracy, and quite often a higher positive awareness. (Jill Dychà © 2001) Internet users realised that not having to go out of their way to buy what they want, and the simple is the process which results in customer satisfaction. In fact web offered customers options they hadnt had with other delivery channels such as: 24-hour access Up-to-the-minute information for example stock levels, product features and prices The ability to research a product or merchant during a shopping trip Online customer support Online self-service Personalized content In the past it takes lot of time to select a product for the customers but now by using the web version, the customer enters a key in his favourite search engine, which returns the web sites for several catalog window treatment firms. He chooses a company which contains a lot of options and prices. Before purchasing, he even browses more than a company of other window-ware web sites for additional prices and options finally placing his order in less than an hour. From this it clearly states that the web has made doing business easier than ever. Source: (The CRM handbook: a business guide to Customer Relationship Management: August 2001, Addison-Wesley). For Example The Loyalty Programs: Companies in almost every industry are trying to use customer information to deal with the relationships. The creation of loyalty programs is one example. The airline industry gives the best examples of present initiatives. The Airline industry introduced the concept of loyalty cards long before anyone talked about CRM. It launched its advantage program in the year 1981 the term frequent flyer was introduced and loyalty marketing was changed forever. In earlier days of the airlines loyalty programs, American and United and the others who soon followed tracked little more than flight miles customer could accumulate for free award flights. Over the years as they have captured more and more knowledge about their millions of customers, the airlines have adopted the fundamental rules of CRM: Get hold of individual information about customers. Recognize what different customers are worth. Treat different customers differently. And this has done in an excellent fashion with the creation of valuable perks for the best customers. Crm Technology: Technology: The word Technology is used differently by different people and gives different meaning. The role and impact of Technology in ones personal and professional life is ever growing. Technology is used to meet the humans need rather than just understanding the workings of the natural world, which is the aim of science. Technology involves planned way of doing things where it covers intended and unintended interactions between people and the products. CRM Technology: Customer Relationship Management is a combination of processes, people and technology that is used to understand an organisations customers. CRM is an integrated approach to manage relationships with the customers. Customer Relationship Management technology supports the main processes of customer relationship management so the organisations can understand or analyze or track its contact with the customers. CRM technology enables enterprises to collect, handle large amount of data relating to the customers, carrying out strategies based on this information. The techniques used by the Customer Relationship Management have been always around and made it possible for organisations and companies to apply the tools to number of customers at a time. There are some technologies used by the Customer Relationship Management are Database Technology, Interactivity and the Mass customization Technology. Database Technology: It is the ability to analyze and plan large amounts of data besides to the storage capacity. Interactivity: The interaction between the customers and the organisation using the websites, call centers, and any other means using internet or telecommunications. Mass Customization Technology: It is a computerized standardization enables company to break services or products into modules or templates. The all technologies together make possible for an organisation to connect in the activities of Customer Relationship Management. Different Types Of CRM Systems: CRM systems can be described as a technology based business management tool which is used to develop and control the knowledge to look after, maintain, and strengthen the relationships with the customers. The main functions of the CRM systems are to effectively segment customers, maintain long term relationships with the profitable customers, establish how to handle unprofitable customers, and modify market contributions and promotional efforts. There are different types of Customer Relationship Management systems depending on the requirements for different levels of integration on the needs of the business. Some of the CRM systems are Sales systems, Call center and trouble ticketing and marketing systems. Sales Systems: This system includes all the systems that provide sales people, channels or customers themselves orders for new services. The main systems in the sales systems are sales force automation, point of sales and channel management systems. Call Center And Trouble Ticketing: This systems are the most challenging to integrate because of the more interfaces and more critical than any other systems. The main complicated issue is the timing and level of integration. Marketing Systems: This system is the easiest system in all the different types of CRM systems. It is a system of high performance, flexible platform that one can use to perform targeted personalised e-marketing using web or e-mail. The marketing system includes support for the content targeting, up-sell and cross sell capabilities, advertisements and testing, e-mail campaigns. Difference Between Transaction Customers And Relationship Customers: There is a lot of difference between the customers for example there are customers who are most profitable and at the same time there are customers who are not so profitable. A company focuses on those customers who are profitable and help in the growth of the revenue. The main idea that a company have a profitable relationship with all the customers and the targeting customers with a different product or service is already in action in most of the financial services such as banking, insurance, credit cards etc. At the same time it is less recognized in many other businesses sectors like manufacturing. Clemons (2000) There is one method to identify the group of customers by the concept of distinguishing between transaction and relationship customers. Transaction customers are very much unpredictable and have very little loyalty, other than that related to obtaining the best price. Whereas Relationship customers are far more possible for loyalty as they are regularly prepared to pay a premium price for a range of consistent goods or services. (Newell 2000). Once Relationship customers are recruited than they are less possible to defect, provided they go on to receive quality service and products. Relationship customers are also more cost effective than new customers because they are already well-known with, and need far less guidance to buy the companys products or services. Peck et al. (1999) are among those who argue that for many organisations it would be beneficial to distinguish between the two types of customers and focus on relationship customers. He also suggests organisations to concentrate on the Relationship customers because they are the most profitable to the organisation. According to Newell (2000) there are likely three different types of relationship customers and they are: the top, middle and lower groups. The first group that is the top group (top 10 percent) are the customers who are with excellent loyalty and of high profitability for the organisation. CRM is required to retain and propose them the best possible services and products in order to avoid them defecting to other competitors. Middle group customers (next 40-50 percent) are those delivering good profits and they are the customers who are possible for future growth and loyalty. The middle group of customers are the main probably giving some of their business to competitors. The main idea is to use CRM to target the middle group customers efficiently because they are the greatest source of probable growth. The last group is Lower group relational customers (bottom 40-50 percent) are slightly profitable to the organisations. In these some of them may have potential for growth but the cos t and efforts involved in targeting such customers, effect the effectiveness of servicing existing relational customers in the remaining groups (Top and Middle groups). CRM should consider this group seriously and identify this group for the response required. Transactional customers add either nothing or have a poor effect on profitability. The agreement therefore is that CRM needs to identify transactional customers to assist organisations respond correctly. CRM Functions: CRM system supports all the stages of the interaction with the customers from order through delivery to after-sales service. CRM also covers the online ordering, e-mail, knowledge bases that can be used to generate customer profiles, and to personalize service, the generation of automatic response to e-mail, and automatic help. Rowley (2002). She also distinguishes the list of functions that might apply in a CRM application: E-commerce Channel automation software Guided sell Effects Of Implementing CRM Systems Effects Of Implementing CRM Systems Effects Of Implementing CRM Systems And Its Strategic Issues In An Organisation Introduction Definition Of CRM: Any organisation will profit from adopting a definition of what CRM means in strategic terms for their business and ensuring that this definition is used in a regular manner all the way through their organization. One of the most important definitions of a CRM has been given by Davenport et al. (2001), stating that CRM systems are â€Å"all the tools, technologies and procedures to control, manage and improve or facilitate sales, support and related interactions with customers, and business partners throughout the enterprise†. According with Siebel, (one of the mayor players in the CRM market) â€Å"CRM is an integrated approach to identifying, acquiring, and retaining customers. By enabling companies to deal with and coordinate customer interactions across several channels, departments, lines of business, and geographies, CRM helps organizations maximize the value of every customer interaction and drive superior corporate performance.† Another concept about CRM, provided by John Wiley, author of the book â€Å"CRM unplugged†, is â€Å"CRM is not about technology, its about attracting and serving clients in more attractive ways†. Introduction: Many organisations in recent years identified the importance to become friendlier with the customers facing with increased worldwide competition. Therefore Customer Relationship Management (CRM) has risen to the agenda of many organisational strategies. Customer Relationship Management systems can be viewed as information systems meant to enable organisations to realise a customer focus. An increasing number of organisations are adopting CRM yet surveys are beginning to highlight the potential risks. Although CRM systems are proving an extremely popular choice for implementation. It is obvious that there is still a need for further observed studies of CRM but, only a few are available. Now a day in the business market, management finds that customers are the central part of a business and that a companys success depends on effectively managing relationships with them. So, one of the initial goals that management has its employees to achieve is based on a saying such as â€Å"the customers are always right,† â€Å"do whatever it takes to deliver your promise† or something similar. All objectives are decided to one crucial goal that is to make customers satisfy because they are the ones who keep the business run. Not too long ago, many companies did not consider this an important factor and often uncared for their customers with the result that many of these customers did not come back. Frequently, these objectives become constraints for businesses and their employees when they do not have suitable tools, equipment, or methods to achieve this goal. Now a day, technology provides to the businesses with systems that can help companies track customers comm unications with the firms and allow the firms employees to rapidly get back all the data about the customers. This idea is known as a customer relationship management (CRM) system and if used correctly, could improve an organisations ability to achieve the ultimate goal of retaining customers and so gain a strategic improvement over its competitors. (Gefen, D. 2002) CRM can be interpreted as a process of digitizing a staffs knowledge about his or her customers. This is because in a usual business process, customer relation staff would normally be required to remember their clients requirements, behaviours, tastes, preferences, etc. In real meaning, CRM focuses on building long-standing and sustainable customer relationships that adds value for both the customer and the organisation. (Daft, 2003). CRM system is frequently incorporated with other decision support systems across all functional areas, such as (ERP) Enterprise Recourse Planning system, (EIS) Executive Information Systems, (SCM) Supply Chain Management System, and Product Life-Cycle Management Systems. By doing so, organizations can produce better management information in terms of planning, acquiring, and controlling across all channels and thus have greater products and services that direct to larger revenues and larger profits. CRM systems can also assist organizations increase their abilities to interact with their customers. This not only leads to improved quality but will improve the speed response to customers needs (Anderson, 2006). By itself, CRM makes a required tool for business because it distinguishes an organization from its competitors with the knowledge resources about product ideas and the ability to identify and find solutions to customers issues. CRM can cut down the distance between customers and the organization, contributing to organizational success through customer loyalty, greater service, better data gathering, and organizational learning. Some have argued that customer satisfaction and loyalty is a science; however, Phelon (2004) takes it up a level by saying that â€Å"customer leverage is an art.† CRM Classification: Operational CRM: Operational CRM is also called front office CRM which involves the areas where the customers meet directly and this type of interactions is called as touchpoints. A touchpoint is of two types, one is inbound e.g., a call to an organisations customer support hotline and the other is outbound e.g., an in-person sales call or an e-mail support. Operational CRM enables communications to and from customers but this doesnt mean useful service. (Dyche 2001). The benefits of Operational CRM are: It delivers personalised and well-organized marketing, sales and service through multi-channel collaboration. It also enables a 360 degree view of your customer while you are interacting with them. The people who are included in sales and service can access complete history of all the customer interaction with the company, regardless of the touch point. Analytical CRM: Analytical CRM is also called as back office or strategic CRM which involves the customer actions that takes place in front office. Analytical CRM needs technology that total customer data and provide analysis of the customer data to progress managerial decision making and actions. Analytical CRM involves large amounts of cross-functional information and this information is stored on a data warehouse. The analytical CRM is based on the technologies such as warehousing and data mining. In this, the customer database should be accessible from all the departments like marketing, sales and customer service. Analytical CRM forms the foundation for planning and evaluation of marketing campaigns and assists cross selling and up selling functionalities. (Adrian Payne 2005). Collaborative CRM: Collaborative CRM is said to be an approach to the CRM in which there are many departments such as sales, marketing, and technical support share the data which they collect from interactions with the customers. For example we can say customer feedback is a main aspect for customer satisfaction and loyalty since the customer feedback gathered from a technical support department could inform marketing staff about the products and services that might be great help to the customers. The point of collaboration is to improve the quality of customer service which results in increase customer satisfaction and loyalty. Source: Handbook of CRM: achieving excellence in customer managementBy Adrian Payne (2005). Benefits Of CRM: A right CRM implementation can benefit to the organisations as well as to the customers. CRM is a next wave of computer aided marketing because it is a way of doing business. Below are the some of the benefits that a CRM or Customer Relationship Management system can bring. Peck et al. (1999) A major benefit from the Customer Relationship Management can be the development of strong relationships with the ongoing customers which can lead to: Improved sales through better timing due to anticipating needs based on past trends. Organisation can identify needs of the customers more effectively by understanding specific customer requirements. Cross- selling and up-selling of other services and products by highlighting and telling alternatives or enhancements. Organisations can identify the customers who are profitable and who are not profitable to the company. Finally this could lead to: The improved customer satisfaction and retention, showing that the organisation is having good reputation in the market place. Increased value from the customers and reduced cost associated with supporting and servicing them, growing the overall efficiency. Enhanced profitability by focusing on the most profitable customers so that the organisation ca more concentrates on the unprofitable customers dealing them with the more cost effective ways. Some other benefits which are mean to the organisations are: Shared or distributed data: Now a days companies realize that customer relationships are very important on many levels, they begin to understand the need for data sharing throughout the organisation. A CRM system is an enabler for making informed decisions and follow-up on all the levels. Cost reduction: The strong point in the CRM is making customers as their business partner and not just a subject. Because customers are doing their own order entry and are empowered to find the information they need to make a decision, less order entry and customer staff is needed. Better customer service: The information related to the interactions to the customers is centralised, so the customer support department can really benefit from this because they have all the information they needed at their fingertips. No need to ask the customer for infinity times and no need to estimate. And mostly the customer can do this on their own because the CRM system is more and more able to expect the need of the customer. The experience got to the customer is greatly enhanced. Increased customer satisfaction: If the customer feels that he is the most important part of the team instead of just a topic for marketing and sales, customer service is better and the needs are predictable. There is no question of customers are dissatisfied with the product or service. Better customer retention: If a Customer Relationship Management system can help to fascinate customers then it can be said that this will increase customer loyalty, and the customers will come back to buy again and again which produce customer retention. More repeat business: If the customers are pleased then we can repeat business. Initially customers are in a doubt of mind, if the service is good and if the customer is pleased he turns into loyal advocate to the business. Purpose Of The Study: The purpose of the study is to understand the CRM application strategies and their successful implementation to bring about maximum customer satisfaction. By doing so, we hope to make Customer Relationship Management applications more useful to the customers. Research Questions: With reference to the above stated research problem, â€Å"what are the factors effecting for a successful CRM implementation†? The following research questions have been posed to conduct the study to realize the purpose. What are the benefits obtained to the customers from the CRM implementation? What are the challenges for implementing Customer Relationship Management? What are the factors that help in successful implementation of CRM? And What are the risks involved in implementing CRM in the organisation? Design/Methodology/Approach: Thus, this dissertation deals with CRM introduction and effects of implementing CRM systems in an organisation in order to give an insight into the current issues and status of the technology. The literature review will analyze, examine and explore the benefits and problems involved in implementing CRM systems. Structure Of The Dissertation: Chapter 1: Introduction And Research Rationale This part gives a brief introduction about the purpose of the thesis. It also details the rationale for doing the thesis and validity of the research. This part also states the aims and objectives of the research to be done. Chapter 2: Literature Review This part covers the literature on the CRM issues and its functions using journals articles. The existing function will be presented and the information regarding the subject will be outlined and analysed from the academic literature available. Analysis: This part analyses the data collected i.e. CRM implementation problems with an overview of the different departments. The current system will be critically reviewed and the effectiveness of the system will be evaluated. Each of the problems research issues is analyzed, interpreted, and the detailed findings are presented Chapter 3:Research Methododlogy: This part covers the process of research to be done and the research approach. It implies the selection of the method on how the research is to be done and the methodological consideration of the data collection, sample collection and the data analysis Chapter 4: Data Analysis And Critical Discussion: This part provides a summary of the findings and conclusions of the research objective and issues, discusses the contribution of the research findings to the literature and theory, reviews the implications of the findings, discusses the limitations of the research, and concludes with suggested direction for future research Chapter 2 Literature Review Background: CRM: An overview CRM: Customer Relationship Management is a process that manages the interactions between the organisations and its customers. In other words Customer Relationship Management can be defined as a Management process that looks to maximise the profits, to shareholders by developing and implementing the strategies to build the relationships of trust with high value customers and to create a sustainable differential advantage. (Newell, 2000) In the current situation of business world there are many hand held devices and websites where the consumers trying to interact with the companies. There are some examples like direct marketing, call centres, advertising, and retail stores and also at home. At every interaction customer has an impact on the company and the brand name. The main objective of customer relationship management is to better understand the customer needs and also maintain long term relationship with those customers. CRM systems allow businesses to build relationships with customers. Organisational thinking must be changed to meet the objectives of CRM. Firms believe they exist simply to produce a product or deliver a service. But the firms need to be customer centric. (Clemons 2000). Even there are many definitions of CMR by different authors, the main idea behind the CRM concept it is the use of tools to document and maintain a relationship between the costumer and the company, incrementing the satisfaction of the costumer and creating loyalty to the company: it has been proven by many companies that is more profitable to maintain a customer in the long term rather that single sale customers. Customer Relationship Management is a method designed to collect information related to customers, to collect the features of customers, and to apply those qualities in definite marketing activities (Swift, 2001). CRM is not a new method. Actually, CRM has continuously existed from the past. On the other hand, CRM has recently become the focus of attention. The backgrounds are as follows (Ahn, 2001): Source: http://www.jscgroup.com/crm-call-centre-solutions.html Access 11/07/09 The relationship with customers is newly recognized as a key point to solidify competitive power of a company; As companies procure large volumes of data related to customers, they can perform customer management more easily and efficiently using data warehousing, data mining, and other information technologies; and The Web has opened up a new medium for business and marketing, and we can express customer actions in online into data. In other words, the scope of data to analyze behaviors of customers is extended, and the environment for one-to-one marketing has been enhanced. Importance Of Crm: The main task of Customer Relationship management is to gather information about the customers. And then the data is used to help the customer service transactions by using the information needed to solve the issues or concern readily available to those dealing with the customers. If the customer is satisfied then there will be more profitable business and more resources available to the support staff. Moreover Customer relationship Management is a great help to the management for a future way of a company. As mentioned, Customer relationship management need more data to work and these includes the customer name, address, date of transactions, pending and finished transactions, issues and complaints, status of order, shipping and fulfilment dates, account information and many more. This information is important for the support staff to the customers for providing the answer that they needs to solve the issue without having to wait for a long time and not going to other departments. Moreover the customer service representative will also be able to see the previous concerns of the customer. (Lynette Ryals; Adrian Payne 2001) This is a great assist especially if the customer is calling about the same issue since the customer will not have to say again the story all over again. This takes less time to solve the issue causing higher productivity of the support staff. Customer Relationship Management system is also important for the management because it gives the information like customer satisfaction and efficiency of service by the help desk people. This system is also important for the companys future course of act, whether it involves phasing out one of the products on the shelve or making adjustments to one of the goods sold. The information provided by Customer Relationship Management systems is also invaluable to marketing and advertising people, as they will be able to identify which ideas will works and which do not. Integration of CRM systems in an organisation is very important and this is not an easy task as it seems. Most companies fail to integrate CRM systems that need to share the information for it to be effective. A CRM system also helps in expanding your businesses. Because CRM systems are able to handle huge amount of data, this systems help you in coping with the increased numbers of customers and their data. By installing a CRM systems and if the CRM systems are utilized properly it can be sure that the business will be successful and your customers are lot more satisfied than before. (Adrian Payne; Pennie Frow 2003) There are many reasons why Customer Relationship Management is important to the organisations and some of the reasons are given below: One of CRMs most important strength is that it organises and collects data of the customers and with this data one can analyze for the future opportunities for example by using the CRM data you can analyze the needs based to the customers such as what the customers needs but they arent buying. By using this information you can develop a sales strategy that will offer services in an attractive way even in cheaply difficult times. This includes package of new goods or services or products offering to the customers in an attractive price or with some incentives. The other reason for the importance of CRM systems is every customer is important for the business but some of the customers are more worth than the others. By allocating the sales efforts accordingly, we can produce more profits per sales hour and also we can increase more sales. The CRM systems contain the tools for analyzing the customers so that we can classify the customers according to the sales. For example by using the CRM tools we can see which position are most profitable and which customers are expected to buy them. Customer satisfaction is very important in the CRM systems because customer satisfaction involves two ideas: one is to keep the promises to the customers and the other is to meet their confirmed needs. For example if you promise to contact a customer on Tuesday and do not get back to him until Thursday, you not only reached the customer expectations but the company had delicately shows how much you value that customer. Similarly, CRM can be used to make sure that the company is meeting the customer expectations as fully as possible. This involves professional handling of after-sales contacts such as service calls, resolving customer issues or offering the customer the right product at right price. At last, CRM is used to work the companys sales and customer support representatives smarter because of the improved information at their finger tips which is used to maximize revenue. http://www.insidecrm.com/features/crm-important-recession-082508/ Access 21/08/09 The Role Of Internet And Website In CRM: The evolution of internet as changed the opportunity of building a customer relationship. The important thing is the search engine, it made easier to the customers to find online merchants and communicate with them. These merchants are then offering customers more efficient ways of ordering and receiving products and services. And also, the internet simplified bidirectional communication, for the first time offering a better way for consumers to communicate personal information to the merchant. By using the internet or website a customer needed to send only a application through cyberspace, which results in short delivery time, improved accuracy, and quite often a higher positive awareness. (Jill Dychà © 2001) Internet users realised that not having to go out of their way to buy what they want, and the simple is the process which results in customer satisfaction. In fact web offered customers options they hadnt had with other delivery channels such as: 24-hour access Up-to-the-minute information for example stock levels, product features and prices The ability to research a product or merchant during a shopping trip Online customer support Online self-service Personalized content In the past it takes lot of time to select a product for the customers but now by using the web version, the customer enters a key in his favourite search engine, which returns the web sites for several catalog window treatment firms. He chooses a company which contains a lot of options and prices. Before purchasing, he even browses more than a company of other window-ware web sites for additional prices and options finally placing his order in less than an hour. From this it clearly states that the web has made doing business easier than ever. Source: (The CRM handbook: a business guide to Customer Relationship Management: August 2001, Addison-Wesley). For Example The Loyalty Programs: Companies in almost every industry are trying to use customer information to deal with the relationships. The creation of loyalty programs is one example. The airline industry gives the best examples of present initiatives. The Airline industry introduced the concept of loyalty cards long before anyone talked about CRM. It launched its advantage program in the year 1981 the term frequent flyer was introduced and loyalty marketing was changed forever. In earlier days of the airlines loyalty programs, American and United and the others who soon followed tracked little more than flight miles customer could accumulate for free award flights. Over the years as they have captured more and more knowledge about their millions of customers, the airlines have adopted the fundamental rules of CRM: Get hold of individual information about customers. Recognize what different customers are worth. Treat different customers differently. And this has done in an excellent fashion with the creation of valuable perks for the best customers. Crm Technology: Technology: The word Technology is used differently by different people and gives different meaning. The role and impact of Technology in ones personal and professional life is ever growing. Technology is used to meet the humans need rather than just understanding the workings of the natural world, which is the aim of science. Technology involves planned way of doing things where it covers intended and unintended interactions between people and the products. CRM Technology: Customer Relationship Management is a combination of processes, people and technology that is used to understand an organisations customers. CRM is an integrated approach to manage relationships with the customers. Customer Relationship Management technology supports the main processes of customer relationship management so the organisations can understand or analyze or track its contact with the customers. CRM technology enables enterprises to collect, handle large amount of data relating to the customers, carrying out strategies based on this information. The techniques used by the Customer Relationship Management have been always around and made it possible for organisations and companies to apply the tools to number of customers at a time. There are some technologies used by the Customer Relationship Management are Database Technology, Interactivity and the Mass customization Technology. Database Technology: It is the ability to analyze and plan large amounts of data besides to the storage capacity. Interactivity: The interaction between the customers and the organisation using the websites, call centers, and any other means using internet or telecommunications. Mass Customization Technology: It is a computerized standardization enables company to break services or products into modules or templates. The all technologies together make possible for an organisation to connect in the activities of Customer Relationship Management. Different Types Of CRM Systems: CRM systems can be described as a technology based business management tool which is used to develop and control the knowledge to look after, maintain, and strengthen the relationships with the customers. The main functions of the CRM systems are to effectively segment customers, maintain long term relationships with the profitable customers, establish how to handle unprofitable customers, and modify market contributions and promotional efforts. There are different types of Customer Relationship Management systems depending on the requirements for different levels of integration on the needs of the business. Some of the CRM systems are Sales systems, Call center and trouble ticketing and marketing systems. Sales Systems: This system includes all the systems that provide sales people, channels or customers themselves orders for new services. The main systems in the sales systems are sales force automation, point of sales and channel management systems. Call Center And Trouble Ticketing: This systems are the most challenging to integrate because of the more interfaces and more critical than any other systems. The main complicated issue is the timing and level of integration. Marketing Systems: This system is the easiest system in all the different types of CRM systems. It is a system of high performance, flexible platform that one can use to perform targeted personalised e-marketing using web or e-mail. The marketing system includes support for the content targeting, up-sell and cross sell capabilities, advertisements and testing, e-mail campaigns. Difference Between Transaction Customers And Relationship Customers: There is a lot of difference between the customers for example there are customers who are most profitable and at the same time there are customers who are not so profitable. A company focuses on those customers who are profitable and help in the growth of the revenue. The main idea that a company have a profitable relationship with all the customers and the targeting customers with a different product or service is already in action in most of the financial services such as banking, insurance, credit cards etc. At the same time it is less recognized in many other businesses sectors like manufacturing. Clemons (2000) There is one method to identify the group of customers by the concept of distinguishing between transaction and relationship customers. Transaction customers are very much unpredictable and have very little loyalty, other than that related to obtaining the best price. Whereas Relationship customers are far more possible for loyalty as they are regularly prepared to pay a premium price for a range of consistent goods or services. (Newell 2000). Once Relationship customers are recruited than they are less possible to defect, provided they go on to receive quality service and products. Relationship customers are also more cost effective than new customers because they are already well-known with, and need far less guidance to buy the companys products or services. Peck et al. (1999) are among those who argue that for many organisations it would be beneficial to distinguish between the two types of customers and focus on relationship customers. He also suggests organisations to concentrate on the Relationship customers because they are the most profitable to the organisation. According to Newell (2000) there are likely three different types of relationship customers and they are: the top, middle and lower groups. The first group that is the top group (top 10 percent) are the customers who are with excellent loyalty and of high profitability for the organisation. CRM is required to retain and propose them the best possible services and products in order to avoid them defecting to other competitors. Middle group customers (next 40-50 percent) are those delivering good profits and they are the customers who are possible for future growth and loyalty. The middle group of customers are the main probably giving some of their business to competitors. The main idea is to use CRM to target the middle group customers efficiently because they are the greatest source of probable growth. The last group is Lower group relational customers (bottom 40-50 percent) are slightly profitable to the organisations. In these some of them may have potential for growth but the cos t and efforts involved in targeting such customers, effect the effectiveness of servicing existing relational customers in the remaining groups (Top and Middle groups). CRM should consider this group seriously and identify this group for the response required. Transactional customers add either nothing or have a poor effect on profitability. The agreement therefore is that CRM needs to identify transactional customers to assist organisations respond correctly. CRM Functions: CRM system supports all the stages of the interaction with the customers from order through delivery to after-sales service. CRM also covers the online ordering, e-mail, knowledge bases that can be used to generate customer profiles, and to personalize service, the generation of automatic response to e-mail, and automatic help. Rowley (2002). She also distinguishes the list of functions that might apply in a CRM application: E-commerce Channel automation software Guided sell