Game and Passage Essay

Great agony of spirit, went into the bright moonshine, mounted his horse and rode off into the world. He met holy hermits of the Vindhya Mountains and talked to them but he was not satisfied. Then he went to the jungle with five disciples and there he gave himself up to fasting and penance. But it brought no sense of truth achieved. Then he gave up fasting and began to feed himself fully. He realized that whatever truth men may reach is best by a nourished brain in a healthy body. On the basis of your reading of the passage, answer the following questions: a) What did Buddha find? (1) b) What news was brought to him and what was his reaction? (2) c) What desire took hold of him? (1) d) Why did he give up fasting? (1) e) What did he realize? (1) f) Find words from the passage, which are similar in meaning to the following: (2) i. Very bad pain. ii. A strong wish. 2. Read the following passage carefully: (8 marks) Once a famous tennis player was scheduled to play in a championship game with her most formidable rival. At the last minute, she gave the excuse of not feeling well and refused to play. Her reputation was ruined. Until the day of her death, she was regarded as a ‘poor sport’ afraid of defeat. Why is such a high value put on good sportsmanship in the playing games? The games themselves are not so important. No, but the traits a person shows in playing a game, reveal his 3 | P a g e character and breeding. The qualities needed in games are the same needed for decent living, fairness, honour, self control, willingness to abide by the rules, just tempered by restraint and ability to win or lose with good spirit. If you cannot muster up any interest in a game, you had better stay out of it. A half-hearted player who does not keep his mind on the game ,is for ever asking, â€Å"Oh, is it my turn? † and plainly does not care how things turn out, and is an annoyance. The ideal player plays for the fun of playing. He tries to win; yet he is not so eager that he jumps in ahead of his turn or claims victory before the game is over. On the basis of your reading of the passage, answer the questions briefly: a) How was the reputation of the famous tennis player ruined? (2) b) How do games reveal a person’s character? (1) c) Which qualities of decent leaving are also needed in games? (2) d). Why should a disinterested player stay out of the game? (1) e) What is on the mind of the ideal player? (1) f) Find words from the passage that are similar in meaning to the following: i) A person who tries to do better than others. ii) An experience or event in which an opponent beats you up. CLASS -VII Reading Passage 1. Read the following passage carefully: (8 marks) Buddha found that all men are unhappy, rich or poor. Wealth brings comfort but no real happiness. While he was in this mood, he came across one of the saints who still performed penance away from the madding crowd. A passionate desire to do likewise took hold of Buddha. Just then the news was brought to him of his firstborn son. â€Å"This is just another tie to break†, said Buddha. At night he awoke in great agony of spirit, went into the bright moonshine, mounted his horse and rode off into the world. He met holy hermits of the Vindhya Mountains and talked to them but he was not satisfied. Then he went to the jungle with five disciples and there he gave himself up to fasting and penance. But it brought no sense of truth achieved. Then he gave up fasting and began to feed himself fully. He realized that whatever truth men may reach is best by a nourished brain in a healthy body. On the basis of your reading of the passage, answer the following questions: a) What did Buddha find? (1) b) What news was brought to him and what was his reaction? (2) c) What desire took hold of him? (1). d) Why did he give up fasting? (1) e) What did he realize? (1) f) Find words from the passage, which are similar in meaning to the following: (2) i. Very bad pain. ii. A strong wish. 2. Read the following passage carefully: (8 marks) Once a famous tennis player was scheduled to play in a championship game with her most formidable rival. At the last minute, she gave the excuse of not feeling well and refused to play. Her reputation was ruined. Until the day of her death, she was regarded as a ‘poor sport’ afraid of defeat. Why is such a high value put on good sportsmanship in the playing games? The games themselves are not so important. No, but the traits a person shows in playing a game, reveal his 3 | P a g e character and breeding. The qualities needed in games are the same needed for decent living, fairness, honour, self control, willingness to abide by the rules, just tempered by restraint and ability to win or lose with good spirit. If you cannot muster up any interest in a game, you had better stay out of it. A half-hearted player who does not keep his mind on the game ,is for ever asking, â€Å"Oh, is it my turn? † and plainly does not care how things turn out, and is an annoyance. The ideal player plays for the fun of playing. He tries to win; yet he is not so eager that he jumps in ahead of his turn or claims victory before the game is over. On the basis of your reading of the passage, answer the questions briefly: a) How was the reputation of the famous tennis player ruined? (2) b) How do games reveal a person’s character? (1) c) Which qualities of decent leaving are also needed in games? (2) d) Why should a disinterested player stay out of the game? (1) e) What is on the mind of the ideal player? (1) f) Find words from the passage that are similar in meaning to the following: i) A person who tries to do better than others. ii) An experience or event in which an opponent beats you up. CLASS -VII Reading Passage 1. Read the following passage carefully: (8 marks) Buddha found that all men are unhappy, rich or poor. Wealth brings comfort but no real happiness. While he was in this mood, he came across one of the saints who still performed penance away from the madding crowd. A passionate desire to do likewise took hold of Buddha. Just then the news was brought to him of his firstborn son. â€Å"This is just another tie to break†, said Buddha. At night he awoke in great agony of spirit, went into the bright moonshine, mounted his horse and rode off into the world. He met holy hermits of the Vindhya Mountains and talked to them but he was not satisfied. Then he went to the jungle with five disciples and there he gave himself up to fasting and penance. But it brought no sense of truth achieved. Then he gave up fasting and began to feed himself fully. He realized that whatever truth men may reach is best by a nourished brain in a healthy body. On the basis of your reading of the passage, answer the following questions: a) What did Buddha find? (1) b) What news was brought to him and what was his reaction? (2) c) What desire took hold of him? (1). d) Why did he give up fasting? (1) e) What did he realize? (1) f) Find words from the passage, which are similar in meaning to the following: (2) i. Very bad pain. ii. A strong wish. 2. Read the following passage carefully: (8 marks) Once a famous tennis player was scheduled to play in a championship game with her most formidable rival. At the last minute, she gave the excuse of not feeling well and refused to play. Her reputation was ruined. Until the day of her death, she was regarded as a ‘poor sport’ afraid of defeat. Why is such a high value put on good sportsmanship in the playing games? The games themselves are not so important. No, but the traits a person shows in playing a game, reveal his 3 | P a g e character and breeding. The qualities needed in games are the same needed for decent living, fairness, honour, self control, willingness to abide by the rules, just tempered by restraint and ability to win or lose with good spirit. If you cannot muster up any interest in a game, you had better stay out of it. A half-hearted player who does not keep his mind on the game ,is for ever asking, â€Å"Oh, is it my turn? † and plainly does not care how things turn out, and is an annoyance. The ideal player plays for the fun of playing. He tries to win; yet he is not so eager that he jumps in ahead of his turn or claims victory before the game is over. On the basis of your reading of the passage, answer the questions briefly: a) How was the reputation of the famous tennis player ruined? (2) b) How do games reveal a person’s character? (1) c) Which qualities of decent leaving are also needed in games? (2) d) Why should a disinterested player stay out of the game? (1) e) What is on the mind of the ideal player? (1) f) Find words from the passage that are similar in meaning to the following: i) A person who tries to do better than others. ii) An experience or event in which an opponent beats you up. CLASS -VII Reading Passage 1. Read the following passage carefully: (8 marks) Buddha found that all men are unhappy, rich or poor. Wealth brings comfort but no real happiness. While he was in this mood, he came across one of the saints who still performed penance away from the madding crowd. A passionate desire to do likewise took hold of Buddha. Just then the news was brought to him of his firstborn son. â€Å"This is just another tie to break†, said Buddha. At night he awoke in great agony of spirit, went into the bright moonshine, mounted his horse and rode off into the world. He met holy hermits of the Vindhya Mountains and talked to them but he was not satisfied. Then he went to the jungle with five disciples and there he gave himself up to fasting and penance. But it brought no sense of truth achieved. Then he gave up fasting and began to feed himself fully. He realized that whatever truth men may reach is best by a nourished brain in a healthy body. On the basis of your reading of the passage, answer the following questions: a) What did Buddha find? (1) b) What news was brought to him and what was his reaction? (2) c) What desire took hold of him? (1) d) Why did he give up fasting? (1) e) What did he realize? (1) f) Find words from the passage, which are similar in meaning to the following: (2) i. Very bad pain. ii. A strong wish. 2. Read the following passage carefully: (8 marks) Once a famous tennis player was scheduled to play in a championship game with her most formidable rival. At the last minute, she gave the excuse of not feeling well and refused to play. Her reputation was ruined. Until the day of her death, she was regarded as a ‘poor sport’ afraid of defeat. Why is such a high value put on good sportsmanship in the playing games? The games themselves are not so important. No, but the traits a person shows in playing a game, reveal his 3 | P a g e character and breeding. The qualities needed in games are the same needed for decent living, fairness, honour, self control, willingness to abide by the rules, just tempered by restraint and ability to win or lose with good spirit. If you cannot muster up any interest in a game, you had better stay out of it. A half-hearted player who does not keep his mind on the game ,is for ever asking, â€Å"Oh, is it my turn? † and plainly does not care how things turn out, and is an annoyance. The ideal player plays for the fun of playing. He tries to win; yet he is not so eager that he jumps in ahead of his turn or claims victory before the game is over. On the basis of your reading of the passage, answer the questions briefly: a) How was the reputation of the famous tennis player ruined? (2) b) How do games reveal a person’s character? (1) c) Which qualities of decent leaving are also needed in games? (2) d) Why should a disinterested player stay out of the game? (1) e) What is on the mind of the ideal player? (1) f) Find words from the passage that are similar in meaning to the following: i) A person who tries to do better than others. ii) An experience or event in which an opponent beats you up. CLASS -VII Reading Passage 1. Read the following passage carefully: (8 marks) Buddha found that all men are unhappy, rich or poor. Wealth brings comfort but no real happiness. While he was in this mood, he came across one of the saints who still performed penance away from the madding crowd. A passionate desire to do likewise took hold of Buddha. Just then the news was brought to him of his firstborn son. â€Å"This is just another tie to break†, said Buddha. At night he awoke in great agony of spirit, went into the bright moonshine, mounted his horse and rode off into the world. He met holy hermits of the Vindhya Mountains and talked to them but he was not satisfied. Then he went to the jungle with five disciples and there he gave himself up to fasting and penance. But it brought no sense of truth achieved. Then he gave up fasting and began to feed himself fully. He realized that whatever truth men may reach is best by a nourished brain in a healthy body. On the basis of your reading of the passage, answer the following questions: a) What did Buddha find? (1) b) What news was brought to him and what was his reaction? (2) c) What desire took hold of him? (1) d) Why did he give up fasting? (1) e) What did he realize? (1) f) Find words from the passage, which are similar in meaning to the following: (2) i. Very bad pain. ii. A strong wish. 2. Read the following passage carefully: (8 marks) Once a famous tennis player was scheduled to play in a championship game with her most formidable rival. At the last minute, she gave the excuse of not feeling well and refused to play. Her reputation was ruined. Until the day of her death, she was regarded as a ‘poor sport’ afraid of defeat. Why is such a high value put on good sportsmanship in the playing games? The games themselves are not so important. No, but the traits a person shows in playing a game, reveal his 3 | P a g e character and breeding. The qualities needed in games are the same needed for decent living, fairness, honour, self control, willingness to abide by the rules, just tempered by restraint and ability to win or lose with good spirit. If you cannot muster up any interest in a game, you had better stay out of it. A half-hearted player who does not keep his mind on the game ,is for ever asking, â€Å"Oh, is it my turn? † and plainly does not care how things turn out, and is an annoyance. The ideal player plays for the fun of playing. He tries to win; yet he is not so eager that he jumps in ahead of his turn or claims victory before the game is over. On the basis of your reading of the passage, answer the questions briefly: a) How was the reputation of the famous tennis player ruined? (2) b). How do games reveal a person’s character? (1) c) Which qualities of decent leaving are also needed in games? (2) d) Why should a disinterested player stay out of the game? (1) e) What is on the mind of the ideal player? (1) f) Find words from the passage that are similar in meaning to the following: i) A person who tries to do better than others. ii) An experience or event in which an opponent beats you up.

History’s Contribution to Present Day Caribbean Society Essay

History, according to the Oxford Dictionary, is the continuous record of events, especially those that are public. The history of the Caribbean is a diverse and intriguing one seeing as our present day country is one of cultural diversity, often referred to by locals as a â€Å"culture pot†. It is because of the Europeans enslavement of various ethnicities and cultures in the islands that this is possible. The locals however, were exported to work in the European countries. When the slaves were brought to the Caribbean and made to work on the plantations, they were stripped of their religion and culture; forced to take up or partake in the Roman Catholic religion and were expected to act as the Europeans thought them. In the beginning, the main imported race was the Africans. Africans were and still are well known for a very rich and interesting heritage and they were not able to practice their beliefs at the time that they were brought. East Indian imports however, were brought at a different time, a more lenient time. They were brought through indentureship and they were allowed to practice whatever they saw fit. This has affected our society`s social identity. This means that although we know who we are, we have our own opinion of people and their beliefs. Although the number of people that believe their culture is better than others, it still exists in our society. People also tend to identify themselves with those who are similar to themselves and somewhat avoid those who are dissimilar. Trinidad and Tobago in particular, has a very special history to me. As a people, we gained our independence from the United Kingdom in 1962. The man responsible for this tremendous act was Dr. Eric Williams, who was a noted Caribbean historian, widely regarded as â€Å"The Father of the Nation†. In 1976, the country cut its ties with the British and became a republic within the commonwealth. The country has been relatively successful by importing two major goods, those being; oil and sugar; however sugar production has stopped as of late. The sugar industry was once a mainstay of the economy of Trinidad and Tobago. It was established by the British Empire when they brought slaves to work on the plantations, hence giving it the name the sugar plantations in the nineteenth century. It remained a vital factor in the country`s prosperity for over a hundred years, however, it became a strain on the state`s finances. Oil is another large part of what allows the country to make any form of income. In the Caribbean, music is also a major part of any form of event. Trinidad and Tobago is not the only country that values its music, but every island that is located in the Caribbean, for example Jamaica. Jamaica is well known for its Reggae music, something that has influenced a lot of today`s youth. An artist that has made the genre extremely known was Mr. Bob Marley. His sons are also very influential and played a wonderful role in Trinidad and Tobago`s 50th Independence anniversary as they sang at a concert to commemorate the country. Trinidad and Tobago has also made a very stupendous achievement, which was creating an entirely new musical instrument in the 20th century, the steelpan. Another historic event that gave birth to something cherished in Trinidad and Tobago is Carnival. Carnival in Trinidad and Tobago is the most significant event on our islands` cultural and tourism calendar. Carnival had arrived with the French, indentured laborers and the slaves, who could not take part in Carnival, formed their own, parallel celebration called Canboulary. Stick fighting and African percussion music were banned in 1880 and were replaced by bamboo sticks beaten together, which were banned as well. In 1937 they reappeared, transformed as an orchestra of frying pans, dustbin lids and oil drums and this gave birth to the steelpan. In 1941, the United States Navy arrived on Trinidad, and the panmen, who were associated with lawlessness and violence caused by the Canboulary riots, helped to popularize steel pan music among soldiers, which began its international popularization. History has shaped our society in more ways than we can imagine. Although the history of our islands has had a lot of strife and pain, if it were not for those horrible events, we would not have many of the things that we enjoy today. We as a people are proud and have made various changes, most for the better and I am proud to be a member of this lovely country.

Management Theory and Practice Essay Example | Topics and Well Written Essays - 2500 words

Management Theory and Practice - Essay Example The people of different countries do depict changes in tastes and perceptions which are required by the business concerns to effectively tap and thereby bring about changes in the production or operating system. Similarly, in order to tap the different markets in a much effective manner, the business organization must adjust its different policies regarding both price and distribution. The business concern through the changing of their price structure helps in pervading the minds of the consumers in a more prolific manner. Moreover, the business concern should fulfill the different guidelines as envisaged by the government of the country while endeavoring to promote the different goods and services to a large number of consumers. Further, the business corporations in order to internationalize their operations need to gain a large pool of people working across the globe for the company. Working across different cultures and diversities require the business organizations to act in a pr udent fashion to help satisfy the needs of both the internal and external stakeholder groups like the employees, the group of suppliers, the consumers and social groups and the government at large (Yip, Loewe and Yoshino, 1988, p.1-8).... In the light of the above discussion the paper endeavours to analyse McDonald’s sense of adaptability to its changing business environment. Factors of Changes in Business Organisations The increasing mode of globalisation has required the business corporations to synchronize its business processes to adapt itself to the changing business environments. It is observed that business organisations to successfully operate in the global climate need to customize the product or service offerings on an expanded scale. The people of different countries do depict changes in tastes and perceptions which are required by the business concerns to effectively tap and thereby bring about changes in the production or operating system. Similarly in order to tap the different markets in a much effective manner the business organisation must adjust its different policies regarding both price and distribution. The business concern through the changing of their price structure helps in pervading th e minds of the consumers in a more prolific manner. Moreover the business concern should fulfil the different guidelines as envisaged by the government of the country while endeavouring to promote the different goods and services to the large number of consumers. Further the business corporations in order to internationalise their operations need to gain a large pool of people working across the globe for the company. Working across different cultures and diversities require the business organisations to act in a prudent fashion to help satisfy the needs of both the internal and external stakeholder groups like the employees, the group of suppliers, the consumers and social groups and the government at large (Yip, Loewe and Yoshino, 1988, p.1-8). McDonald in

Infrastructure Security of Agricultural and Food Research Paper

Infrastructure Security of Agricultural and Food - Research Paper Example Department of Agriculture and the Department of Health and Human Services' Food and Drug Administration at the federal level. In order to serve the nation well, the sector needs to be effectively associated and dependent on other sectors that include water, transportation, energy, banking and finance, chemical, and dams (Food and Agriculture Sector: Critical Infrastructure, 2012). The present study focuses on the infrastructural security of food and agriculture which are essential for successful service to the people in a nation. Infrastructure Protection and the U.S. Food and Agriculture Sector: In the recent years, much of attention has been considered with respect to the fear of terrorism in a country like the US. Agriculture in this regard has been observed to have received lesser attention and concern. â€Å"Indeed, in terms of accurate threat assessments, response structures and preparedness initiatives, the sector continues to exist as a glaring exception to the wide-ranging emphasis that has been given to critical infrastructure protection in this country† (Chalk, 2001, p.2). Agro terrorism is a matter of serious concern with respect to the security of food and agriculture infrastructure. ... There is an increasing rate of the susceptibility of farm animals to diseases. A large number of agents are found to exist that are fatal and highly infectious to animals. The farming practices in the country can be realized to be of highly intensive and concentrated as can be reflected from the easiness and rapidity with which animals are vulnerable to diseases. This thus requires effective security measures of infrastructure protection. Lack of internal quality control, increased production of genetically modified products are other factors making the food and agriculture sector in the country susceptible to agro-terrorism and higher levels of insecurity (Chalk, 2001, pp.3-5). Infrastructural Security of Agriculture and Food: National Infrastructure Protection Plan: Under the National Protection Plan of the infrastructure of agriculture and food, the USDA or U.S. Department of Agriculture has significant roles to play. One of its most important roles is to assure that the foods and clothing of the people of the nation are met without fail. It is in charge of supervising the nation’s 192 million acres of national forests and rangelands. It is also the largest conservation agency of the country and encourages deliberate efforts to look after soil, water, and wildlife on 70 percent of America’s lands that are under the control of private ownerships. The safety of around 80 percent of the food consumed in the country is under the responsibility of the FDA. It shares its responsibility with Federal, State, and local agencies; regulated industry; academia; health providers; and consumers. â€Å"The Agriculture and Food Sector is dependent upon: the Drinking Water and Wastewater Treatment Systems Sector for clean irrigation and processed

Obesity Epidemic in America Research Paper Example | Topics and Well Written Essays - 1500 words

Obesity Epidemic in America - Research Paper Example The causative factors of obesity are, lifestyles, eating habits, genes, workplace conditions, hormonal metabolic factors and recreational practices. Consequences of obesity include ailments, mental and emotional disorders, negative psychological outcomes, and hinders individuals’ performance. Obesity prevalence varies significantly across ethnic and racial disparities as well as socioeconomic status in the American population. In conclusion, obesity can be alleviated using pharmacological intervention, energy variation, public education, behavioral therapy, community-based initiatives and political-oriented solution. Introduction Obesity, weight gained or overweight has remained a contingent issue for a considerable time in health care, among scholars, the US Government as well as the community at large. Obesity is one of the most prevalent health care issues, which is causing worries in the United States. Obesity rates have relatively amplified over the years with its effects experienced in various population groups, and states. To offset the ever-increasing rates of obesity, it is important to evaluate the causes and effects of obesity in the American population. In view of this, obesity is associated with a number of negative physical and psychological consequences. It is attributable to several diseases such as diabetes, heart disease, depression, psychological disorders including withdrawal syndrome, and overall personal degradation. On the other hand, obesity is caused by a range of factors, which include eating habit, sedentary work, genetics, inert recreation and individuals lifestyle just to mention but a few. In this paper, obesity is analyzed at length with respect to its prevalence, causes, consequences, and ways of solving the epidemic. Prevalence Several researches conducted on the prevalence of obesity in America indicate that the rates at which individuals are becoming overweight are ever increasing. In the period between 1986 and 2000, s evere obesity prevalence shifted to the proportion of 1 in 50 Americans from former status of 1 in 200. Besides, extreme obesity has greatly increased at an approximate rate of twenty percent in adults. Decades ago, obesity was a significant health issue among adults, but the situation has changed with time to include adolescents and children. Recent researches reveal that fifteen to twenty five percent of adolescents and children in America are obese with about nine million children aged above six years being obese. According to CDC’s data and statistics on obesity in America, obesity has dramatically increased over the past twenty years and rates remain high. In 2010, state based obesity prevalence ranged from twenty-one percent to thirty four percent in Colorado and Mississippi respectively. All states had obesity prevalence above twenty percent. Thirty six states had twenty five percent or more prevalence with states such Arkansas, Missouri, Louisiana Michigan, Kentucky, and Oklahoma having thirty percent or more prevalence. Regional prevalence was a follows; South 29.4 %, Northeast 24.9 %, Midwest 28.7 % and West 24.1 % (CDC, 2012). The findings of the analysis conducted, in 2009-2010 in the US indicate that, approximately forty-one million women and over thirty-seven million men aged twenty years and above were obese. Amidst children and adolescents aged two-nineteen years, about seven million boys and

An Analysis of the US and Australian Health Insurance Programs Research Paper

An Analysis of the US and Australian Health Insurance Programs - Research Paper Example Many scholars have compared the two health insurance systems and found surprising data that is of concern. The statistic shows that Australia spends an average of 8.7 percent of its GDP on supporting health and this covers all residents in Australia irrespective of their employment status (Coory). The American government, on the other hand, spends 17.6% of its GDP on healthcare (CMS) and this is far much more than any industrialized country and 47 million citizens still lack health insurance while millions of others are underinsured (Mascarenhas). This is a damning statistic which asks for a deeper analysis. The second issue is that the American Medicaid program only covers those above the age of 65 while the rest have to look for alternative private health treatment (Mascarenhas). On the other hand, the Australian one covers all the individuals including the well-off in society who are entitled to subsidize medical cover with the government paying a certain percentage of it (AHS). Although the Medicaid program is available in the US to cater for the low-income earners, their exist restrictions on who is eligible for that kind of health care program. This leaves most of the population uninsured with many opting for private treatment which is costly and most are unable to afford these costs (HJK). Although there exist some strength s associated with the US Medicare program it is still way back below the Australian Medicare program that covers everyone. The strengths lie in the short waiting time for surgery patients and other patients with chronic complications (Mascarenhas). On the other hand, the Australian program has a long waiting list and this is one of its problems. Despite all, it is better to wait for a long time and be served than to be completely denied the service. The greatest strength in the Australian program is affordability and access and this is lacking in the American programs (DHAC).

Misrepresenting of Japanese War Memories Essay Example | Topics and Well Written Essays - 1500 words

Misrepresenting of Japanese War Memories - Essay Example In this work called "Misrepresenting of Japanese War Memories ," the author gives full coverage to stereotypical images of Japanese collectively in negation about the crimes are confusing and fail to notice the more predominant opinion receiving wartime fault and favoring atonement.The author beginning with the expression of views/facts of the problem and then logically passes over to its possible solutions. Western media, as a rule, addressed this question in an â€Å"orthodox† manner as they criticize Japan and the Japanese for â€Å"addressing the past inadequately.† It claims that â€Å"non-acquaintance,†, "ignorance", â€Å"denial,† and â€Å"amnesia† were extensively referenced. But the views of the Japanese people were mainly based on family and personal experiences other than what was said by the media, politicians, or textbooks. As the survey of the Japanese (and to an extent also the international) media’s role in Japan’s ten sion with war memory, this article undoubtedly offers a refreshing, recreative and highly welcome contribution to this problem. Japan is often excoriated for not doing enough to apologize and make amends, but Seaton reminds us that other nations are identically guilty and blameworthy. It is hard to predict the course of events in future, but there is some evidence of the improvement of this situation. The author concludes by saying that the present-day generation of the Japanese civilization is not to blame for the â€Å"fresh† contested war memories. therefore the article is engrossing, significant, and of great value.... Expert observing the Japanese progress on the issue often declare the end of the post-war. But sooner or later, new controversies or revelations emerge and the painful memories and mutual accusations about the past come to life again (6). As a result, the story of war in Japan has not yet been committed to history. It still rests as a â€Å"current affairs† issue. The war is still fresh in the memories of the Japanese, and they apparently seem as if unable to let it go. Accusations of â€Å"Amnesia† against the Japanese Amnesia is a term used to refer to complete or partial loss of memory (according to the Oxford English Dictionary). The western world accuses Japan of â€Å"amnesia† due to the features in the majority of Japanese war memories and also the way the subject of history is being taught in Japanese schools. Nonetheless, the word â€Å"amnesia† is a blunt term that does not tell between the complex disparities in interpretation, ranking of partic ular issues in terms of their importance, approach procedure and the governmental uses of history that reinforce contending cultural reminiscences of the war (135). Recalling war history at the national level grants an uncomfortable contrast concerning what â€Å"Japan† did to others versus what others did to â€Å"Japan.† There are many war memorial sites in Japan that attract lots of local tourists and school children. The problem that the western world has with these sites are allegations that they kind of justify that Japan was merely protecting itself, and that it had no other option than to go to war. As such, these sites split into two kinds: sites exalting or commemorating the military such as Chiran, Tachiarai, and Yasukumi, and others commemorate Japanese victimhood such as Okinawa,

Project evaluation report Essay Example | Topics and Well Written Essays - 2500 words

Project evaluation report - Essay Example In the past few years the online business and e-commerce platforms have changed traditional business practices. The new online business arrangements are becoming more reliable and simple to use to attract a large number of people for online shopping and deals. In this scenario, the web based platforms are offering an excellent support for improving the quality of traditional business working and operations (Dix et al., 2003; Turban et al., 2005; Whitten et al., 2000). This report presents a detailed analysis of a new website idea. This website is about presenting multimedia material for public. The basic idea of this website is to develop an e-commerce business. This website will contain a wide variety of contents which can be viewed and downloaded by the website users. This report covers an evaluation of a web site: http://a-alfuhaid.com/. This report will present an analysis of some of the important web site features and aspects. This report will also assess aims, objectives, requi rements, and design and application level aspects of http://a-alfuhaid.com/. Aim and Objectives The word multimedia is composed of two words in which â€Å"Multi† denotes a lot of and â€Å"Media† denotes presentation of any form of information. So we can say that multimedia is exhibition of some form of information in any format. ... In this scenario, interactive multimedia can also encompass many forms of multimedia including graphics, text, animation, video and sound in the way we want (Brown & Hurt, 2004; Net Industries, 2011; Wenger, 2008). Moreover, the multimedia is mostly used in the entertainment and the fine arts inductor. In addition, it is extensively used in movies and animations. However, the production of the video games also involves extensive usage of the multimedia. Additionally, the education sector has also started recently making use of the multimedia technology for the better information delivery and learning. In fact, all the industries and businesses are now increasing the heavy use of the multimedia technology that provides help to present information to their shareholders and coworkers. In this scenario, they use multimedia technology for advertising, offering worker training, and selling products to the whole world with virtually limitless internet-based technologies (Brown & Hurt, 2004; Net Industries, 2011; Wenger, 2008). Figure No 1- Digital Multimedia source [http://piotech.wsd.wednet.edu/techtwounits/01presentations/task1/01intro/multimediaIntro.html] Thus, seeing the increasing use of this technology in all the fields of life we have decided to implement a multimedia website. This website will offer online multimedia support and material. This website will be named: http://a-alfuhaid.com/. The major aims and objective of this website development is to offer following major multimedia contents: Online multimedia support Online Pictures Online e-cards Online poems Online music Blogs The above multimedia contents will offer us a great deal of capability to better start an online

2-3 Essay Example | Topics and Well Written Essays - 250 words

2-3 - Essay Example The notable features of the product include the GPS chip-set that would capture satellite signals to give precise locations; and the cell phone unit with a digital map on its screen. Furthermore, the device will also provide the user with a voice over for actual location with bearings also sent as text messages. The major advantage with this product is that it is cost effective and can easily be integrated with current manufacturing process. Since it relies on existing technology, it offers new opportunities to cell phone companies for extending their market. The most significant benefit is that it would align multiple requirements of GPS technology in a single device. It will be highly useful in rescue operations and other activities like sailing, hiking, and biking. Finally, its ability to identify location will help investigators to trace stolen cell phones. The process is simple as putting an additional chip-set inside the cell phone units. However, buildings and mountains can block signals from being sent or received. But worldwide coverage and entirely free access to technology will be an

Research literature review Essay Example | Topics and Well Written Essays - 250 words

Research literature review - Essay Example The clinical application of this property has been of much interest to biomedical researchers in the recent years. Though the potential of stem cell research has been confirmed to have much clinical relevance, many social and spiritual controversies have been raised due to the developments in this field. Pierret and Friedrichsen (2009, 79-87) have analyzed the sociological aspects of stem cell research. Their study has urged serious discussion, both among college students and other social elements, on the ethical issues pertaining to stem cell research (Pierret & Friedrichsen 2009, 79-87). The authors have developed a new course termed ‘Stem cells and Society’ to attract the attention of students towards scientific realities in the research and also to the moral issues related to it. (Pierret & Friedrichsen 2009, 79-87). The study has also critically analyzed the ethical controversies that had erupted in relation to similar scientific innovations (Pierret & Friedrichsen 2009, 79-87). The purpose of our study, though, is not to argue about one particular stand point but to discuss both the view points and finally to allow readers to draw their own opinions and conclusions. In addition the process has been facilitated by providing an integrative review that details previous research, theories, explanations and answers and then counteracting them with questions and objections so that at the end of our research readers can make their own rationalistic conclusion. Stem Cells, as defined by The National Institute of Health, are cells that have the ability to develop into different cell types within the body. Two facets make them incredibly important: Firstly, they can renew themselves during cell division and secondly, when grown under certain conditions, they can achieve specialised functions. These cells differentiate and form almost all the

East Asian literature Essay Example for Free

East Asian literature Essay Based on Yasutaka Tsutsui’s â€Å"The Standing Woman†, the power of the collective over that of the individual is positive. This can be surmised based on three points of argumentation which are the main character’s thoughts at the beginning of the story, the old man’s revelation in his conversation with the main character, and the main character’s discussion with his wife. At the beginning of the story, we find the main character who is a writer thinking about the story that he finished. He mentions that the story is â€Å"capable of neither harm nor good†. Since he had spoken this to himself then it must be true. Later on it would be revealed in the story that his wife who he loves so much has been turned to a manpillar by the government. Yet instead of being angry and seeking vengeance, the man even at the start of the story already seems defeated by the very society that persecuted his wife. At the middle of the story, the writer converses with an old man who reveals that he had also been a writer but is now too afraid of persecution to write anything at all. The conversation shows that society has also broken the old man without even needing to arrest him and turn him into a mantree. The old man’s fear of getting exposed to the public and being ridiculed had already overpowered him and these fears came from society because it is the collective society that has the greatest power to ridicule. The last proof comes from the writer’s discussion with his wife. His wife who had once been so proud and strong has been reduced to a yielding subject to society’s whims to a point of not even protesting injustices done to her by drunks. In conclusion, the power of a collective society truly does overwhelm the resolve of any particular member.

Success Guide to CRM From Information Technology Perspective

Success Guide to CRM From Information Technology Perspective Abstract The research work is majorly classified into seven different sections. The first section deals with a brief description of CRM, its rise in the industry, its importance in the organizations and its evolution. The next section deals with Electronic Customer Relationship Management, which is the web-version of Customer Relationship Management deployable in organizations. It is a collection of work put together between various Front-end systems, Data-handling technologies and Back-end systems. All these put together form the backbone of Customer Relationship Management. Third section deals with the approaches to Customer Relationship Management. Customer Service,Campaign ManagementandSales Force Automation(SFA) are core of the CRM system and they are discussed in detail. Apart from which other modules such as Operational CRM, Analytical CRM is also presented with a brief description. Fourth section deals with the modules of Customer Relationship Management which needs to be taken into c onsideration for developing a CRM software solution. Primarily the modules of importance in most of the organizations such as Marketing module, Service module, Sales module, and Call center module are dealt with. Each of the modules is in turn covered in detail encompassing the finer divisions in individual module. Fifth section focuses on the types of Customer Relationship Management. Business-to-Business CRM, Business to -Consumer CRM and other CRM related application areas, technical functionality and support required are presented with. Additionally each section is illustrated in detail so that a future organization/individual can have a quick understanding of their requirements and adapt a one which meets their requirements. Sixth, seventh sections provide the list of software vendors, their existing products and how one can select a software as per the needs and requirements of the user. This piece of research work mainly focuses on enabling an individual to understand ones re quirements and facilitates the person in adopting a module which meets all the desired needs. 1. Introduction: Information Technology has made a huge impact on how a business operates; thereby it is being seen as an important area of commerce which needs to be tapped. Despite the large scale investments in trying to automate a business entity, many businesses have failed to attract customers. The factors such as time frame of response, understanding customer needs and new ways to attract customers are making it difficult for the businesses to cope up with. Customers pose a key role in success of an e-business and it has called for extensive research in understanding the key areas of Customer Relationship Management (CRM) in the field of Information technology. Customer Relationship Management from the Information Technology perspective is called as Electronic Customer Relationship Management (ECRM). 1.1 What is CRM? In todays market trend, customers are more educated, better informed, more technology aware and hence demanding more in the service they buy. So, the task becomes more challenging for business managers in attracting the profitable customers. Hence, small as well as big Information technology companies are working hard for maintaining good customer relationships and reaching customer satisfaction. To improve business strategy and plans, firstly, companies need to emphasis more on customers needs and behaviors in order to develop stronger customer relationships. The very first approach comes in this methodology is CRM. CRM stands for the customer relationship management. It is the process or methodology used to interact with customers, which will help bring together lots of information about customers, sales, marketing effectiveness, and customer responses and market trends. It helps businesses use available technology and resources to gain behavior and value of the customer. It broadl y covers concepts used by companies to manage their customer relationships very effectively by capturing, storing and analyzing customer information. For example by having such database created with customers need, matching customer needs and product plans and offerings, knowing what other products customer had purchased, etc. can improve product quality, indirectly improving customer relationships. Thus, CRM is the one of the important aspect in the business industries. (Eric Williams 2006) 1.2 Evolution of CRM CRM must start with an industry business strategy, which will offer positive changes in organization and work processes, which are then enabled by Information technology. In 1960s, academic researchers found that the 4Ps marketing framework i.e. product, price, place and promotion was less valuable than ongoing business relationships. By 1980s, marketing teams used to describe his new focus on understanding customer segment and achieving high customer satisfaction. In 1990s, CRM became the umbrella term; computer systems were deployed to support sales and service processes. By late 1990s, the real impact of these systems was outside the corporate world. Explosive growth in the internet usage broadened the concept as e-CRM to manage online customers. Now, multi-channel systems are available to support direct, internet and partner channels to allow user to use whatever mode of communication, they pleased. (Digital Publishing Solutions May 2007) These systems could typically answer many of the questions such as: How can oneself improve sales activities to have better idea of business improvement. How one can improve capability for leading the generation, account management and opportunities. How to make meaningful decisions on measuring the results from marketing campaign. How to resolve customer service troubles, make queue time shorter, make customer happy by offerings. All in all, how one can improve customer relationship. To answer these questions, CRM was developed to provide best operating practices in sales, marketing and customer services. This is where, companies started using CRM to store customer history, real time activities accumulation, which each department could bring up a record and see all customer interactions. 1.3 Why is CRM important? Everyone faces with the products and services at every single turn. But in realty, many of the product and service providers do actually not know the persons those using them. Major corporations failed to realize that it is the customer who is their biggest ally. Several millions of dollars are lost yearly because they failed to make profit, beat their competitors and stay ahead in this race. They wasted their money in marketing and endeavoring to gain the customers. They all are prone to make same mistake at some point of time. The main reason behind this failure was the attitude of companies towards their customers. The customer is the real king, who makes decision on failure and success of any service or product company. Many of the companies are not open to customers suggestions and more often that they do not provide the customer with a proper avenue and expel their ideas. This often leads to customers unhappiness and eventually their loss. Here comes the real need of the CRM. ( Rick Cook, 2008) CRM take into consideration the customers need and behavior towards services and products provided by companies. Companies can define their business strategy that primarily focuses on the customer, their ideas and suggestions. Benefits of CRM are listed below as business perspective: Increased sales through better timing by analyzing needs based on historic databases. Identifying improvement areas by understanding specific customer requirements. Increasing business, by highlighting and suggesting alternatives or enhancements. Identifying profit making customers. Better marketing of products. Enhanced customer satisfaction and retention. Enhanced customer loyalty. Improved quality communication and networking. Increased overall efficiency with reduction of total cost of sales. Better stand against global competition. Once business starts to look after existing customers effectively, effort can be made to gain new customer thus expanding market value. 2. Electronic Customer Relationship Management: Electronic Customer Relationship Management (ECRM) is the current trend with most business organizations be it small or large. The companies are hesitant in using the traditional strategies for running its businesses. The customers are treated as the most important part of the implementing a business strategy. That is the reason why ECRM has gained a lot of importance in the past decade. Romano (2001) defined ECRM as, â€Å"ECRM is concerned with attracting and keeping economically valuable customers and eliminating less profitable ones†. This aspect of the CRM which deals with the customers over its online business portals helps to identify the key customers and by spending more resources on them to make the business run better. The solutions offered to these businesses are of wide range and they are often sold as a package at very high prices. The nature of a business plays a vital role as adopting these CRM packages is not only waste of money but also huge waste of time. This could even lead to loosing customer base which are absolutely essential for running business. It is highly important to retain customers for a business as a recent study by McKinsey Co. revealed that if there is gain of 10% repeat customers then it will add about a profit of 10% to the company (Sims, 2000). It is highly obvious that a successful business should try and retain customers even though it is at a cost of their own terms. It is important to understand the three requirements that a CRM must address to be successful from IT point of view. 2.1 Front-end Systems In 2.1 shown below, the front-end systems constitute the key aspects of the business such as sales force market automation, customer service automation and application software. In case of online business or retailer, sales force and market automation is totally dependent on how the website looks and what features does it provide in order to attract and retain customers. Tracking all the customers and identify the potential customers will help the managers to take important decisions and capture the market. Customer service automation is a must as it the only place for a customer to reach out if they need any help. It includes setting up of call centers, communication technology infrastructure and websites. As these represent the face of a business it is important to automate these technologies. (Boon et al. 2002) 2.2 Data-Handling technologies The number of customers who shop increase day by day and it is impossible to keep track of them. As a result it has become obvious that one has to employ software tools which can manage the customer information and also be able to provide a proper links between them to help serve the customers. The techniques of data warehousing, data mining and knowledge management helps by making the CRM a better choice. In 2.1 below, the important modules which are part of data-handling technologies are shown. Data warehousing manages the companys data which is stored on a backend system and maintains the records regarding the data such as extracting, loading data in the repository and also managing the metadata. Data warehouses consists of business intelligent tools, tools to retrieve and manage data. Alex (2000) defines Data mining as a tool that automates the detection of relevant patterns within a database. The term explains how much a tool like this would help a business prosper; it gives the business, time to focus on the long term customers of the company and address various other issues. It helps in building strategy close to how the patterns reflect. Knowledge management uses the data warehouse and works as an intelligence tool by trying to establish new links within the data. For example, if a person searches for an item and if it is not found on the database then a tool like this could help the business by recording the information and possibly the customer. This improves the ef ficiency of business and customer satisfaction. These technologies are evidently a mark of the high standards a business can establish in order to survive their competitors within the global market (Compton, 2004). 2.3 Back-end Systems It is the backbone of the business without which everything else goes in utter vain. The data integrity is often considered a major player in getting all the acts together i.e. by bringing together the front-end systems and data handling technologies. It is important to integrate technologies into CRM as it forms a good strategy to work along with all the applications within the system. (Boon et al. 2002) The hierarchy present at the back-end systems as shown in 2.1 depicts the non-sales departments such as application software, enterprise wide applications, and ERP and supply chain management. In first stage, organization starts to analyze the Information systems available in place to suit their needs. The application software is deployed across the platforms they feel necessary and then it is important to establish a link between these applications which are called Enterprise Wide Applications (EWA). These help in interchanging the data between the application software and the systems. This could help the business establish all important background work as it highly important to maintain synergy between them and also update them whenever necessary to increase the speed with which they work. ERP forms the next stage of hierarchy wherein it integrates the EWA with the supply chain management which is a part of the front end and also data handling technologies. (Boon et al. 2002) The technology is considered to be the key player for any organizational success as it can be seen from the above literature. ‘IT infrastructure generally has been described as a set of IT services, including communications management, standard management, security, IT education, service management, application management, data management and IT research and development (Hwang et. al., 2002). ECRM is in short, the customer relationship management which is implemented electronically across the organizations. As CRM is mostly implemented as web based applications, the systems mentioned above play a crucial role in the management of CRM from small and medium businesses to very large scale organizations. Proceeding further, we will see various approaches in the implementation of CRM or ECRM. 3) Approaches to CRM: There are different approaches to CRM implementation and it is presented in different packages focusing on different aspects. In generalCustomer Service,Sales Force Automation (SFA) and Campaign Management are considered as core aspects of the CRM system. Customer service: Customer service is the provision for the customers before, during and after the purchase. â€Å"Customer service is a series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation. (Jamier L. Scott. 2006). Its importance depends on the product, industry and customer. Customer service provided by a person or by automated mean as self-service (for example, Internet service). In bookRules are to break and Laws are to Follow, Don Peppers and Martha Rogers, Ph.D. wrote that customers have memories. They will remember you, whether you remember them or not. Further, customer trust can be destroyed at once by a major service problem, or it can be undermined one day at a time, with a thousand small demonstrations of incompetence.† From the point of organization view, customer service plays important role in generation of income and revenue. From this perspective, customer service must be included as part of the overall approach to the systematic improvement. Campaign management: It may happen that company may not always require all the details pertaining to particular customers history. In such cases to avoid large sending of data and insecurity, many of the organizations prefer campaign management. Enterprise campaign management solutions allow customer to provide centralized databases to send one or multiple dialers. Rather than sending down all the record, part of the record will be send as and when required. This simplifies the management of the complex dialing campaigns. Sales Force Automation: These are the information systems, which automatically records all the stages in a sale process. Such systems keep track of the all contacts that has been made with the customer, purpose of the contact, and any follow up that might be required. This ensures that sales efforts will not be duplicated, reducing the business risks. It also lists potential customers of related products. It might happen that different department may contact same customer number of times for same purpose. To avoid such a risk, SFA must be fully integrated in all the departments that deal with customer service management. 3.1 Various approaches of CRM: Operational CRM Analytical CRM Sales Intelligence CRM Campaign management Collaborative CRM Consumer Relationship CRM (White PaperonArchitecture for CRM approachesin Financial Services) Operational CRM: Operational CRM provides support for front end business processes, which includes sales, marketing and services. Interactions with customers are generally stored in customers database history and company staff can retrieve information as and when required. So, the need for direct contact with customer for his requirement details will be eliminated and reaching to the customer at right time and right place will be more preferable. Operational CRM processes customers data for various purposes such as managing campaign, marketing automation, sales force automation, sales management system, etc. Few of the benefits of the operational CRM systems are as follows: It delivers personalized and effective sales, marketing and service through multiple channels. Enable 360 degree view of the customers details while interacting with them. Sales or service department can easily access history of the all customers interaction, without referring directly to customer. In sales source automation, company can automate their critical sales and sales force management tasks. Few of the examples include account management, contact management, forecasting, and sales administration keeping track of customer preferences as well as performance management. (Effective CRM Consulting 2009) In customer service and support, many companies automate some service requests, complaints, product returns and information requests. Key infrastructure requirements of CSS include volume processing capability and reliability, multiple channels support such as web, phone/fax, face-to-face, etc. In case of the Marketing Automation, information regarding business environment, industry trends macro-environment variables is stored. And then business strategy is defined. Predictive business model is defined. Analytical CRM: Analytical CRM includes the process of understanding the behaviors of customers, analyzing this data for marketing effectiveness and planning strategies of cross-selling, up-selling, etc. The process of analytical CRM starts with analyzing the customer profiles by targeting various categories of customers and evaluating their responses. These responses can be tracked using customer complaints or through transactional data or by direct customer contacts through satisfaction survey. This data of attitudinal and behavioral responses of customers is input for the next process which is nothing but customer behavior modeling. This includes building of predictive models according to the analysis data for various set of customers. The customer behavioral modeling helps to understand the homogenous customer segments. Also the methods like association discovery which is nothing but understanding the associations between the customer needs. Here only Operational CRM and Analytical CRM are discussed as they are different from the other approaches. The other approaches of CRM namely, Sales CRM, Campaign management, Consumer relationship CRM explanations are not furnished here as they are presented in very much details in the subsequent section, modules of CRM. 4) Modules of CRM: The key functionality of a CRM solution can be studied under 4 basic modules. They are Marketing, Service, Sales and Call centre. All these modules are Collaborative, Analytical and Operational. 4.1 Marketing Module The marketing module ofCRMcomprises of functionalities regarding short term execution of marketing related activities and long term planning within the company. It also helps in activities like planning, Campaign Management and lead management. Marketing module enables different communication channels to run marketing campaigns by the company, which targets potential buyers in using a product or a group of products as a message. One positive way to increase marketing effectiveness is to get better the way leads are captured and acted on. The old method is when an investigation is presented to the organizations web site; an email is generated and delivered to the department of marketing. Novel way is, a new prospect record is automatically formed in the master database which presents the lead source and campaign, assigns it to a sales representative, and emails the prospect with information or instructions scores the lead. Leads can be allocated upon product curiosity, region, or any additional defined criteria. Automated processing is defined by quicker routing and the facility to scrutinize the lead progress on a real time basis as leads are qualified and converted. The whole lot is processed and followed up in the CRM database, but more importantly such types of workflow improvements effects in greater conversion rates. (Kevin M. Turner, 2007) CRM marketing tools afford the infrastructure to prop up a huge variety of lead generation strategies which may be by email marketing, through advertising, direct mail, or trade shows. CRM also facilitates the marketer with metrics which validate financial plans and establishes the worth of marketing to management and sales. Target Marketing: Attaining the correct message at the correct time from the right people is vital. Wish to aim only the decision makers those with a practical role of engineering for technical illustration at trade fare? In order to win over, organizations need to elevate consciousness among their most accessible objectives, at the appropriate time with less cost and endeavor. CRM enables an institute to manipulate the valuable knowledge captured through accessible customer relations. As CRM is in place as infrastructure, setting up and maintaining an effective route for getting customer support CRM and sales customers to enter required knowledge into the database is simple. Have a glance at marketing, the sales and support business processes and workflows, and then categorize communication and marketing opportunities. Mixed with a focus on marketing targets and tactics, now have a map to yield the value in CRM by target marketing. (Kevin M. Turner, 2007) Campaign Management and Effectiveness Tracking: The CRM solutions have incorporated marketing tools to support complete campaign management to conduct the webinars, the marketing campaigns, seminars, trainings, events etc. Choose targets, give invitations, obtain registrations through the web, deliver automated replies and reminders, create attendee lists, and carry out satisfaction surveys. Each detail, offline and online, may be watched, measured, and administered as part of the operation. Every movement that has been made with each of the individual analysis and clientele is captured. Outcome is radically improved marketing administration effectiveness and efficiency, along with a current, shared, and a complete picture of every touch which is made with each client and viewpoint. Icing on the cake is that marketers can obtain benefit of the data obtained to observe real-time campaign metrics, and gauge the efficacy of individual campaigns by kind, time period or medium. Email Marketing and Communications: Email marketing plan is the core of marketing success today. Email marketing is timely, cheap, and when done exactly, effectual. Along with CRM, the sales and customer support staff capture and update email addresses in the main CRM repository during their usual tasks. Its vital to confine and keep up an updated email database of clientele and scenarios. Modules of CRM have complete email marketing facilities built in. A lot of of them do have the capability to send batch emails and trace the reads. However there is a big market of well-known on demand email marketing attributes which â€Å"plug in† to CRM functionality and offer considerably better features to make generating professional email interactions better and perk up the deliverability. In addition, email programs also help to tackle the intricacies of government regulations, tracing, and delivering. If used jointly with CRM, it will have a totally fledged email marketing solution which is professional, acquiescent and effectual. (Kevin M. Turner, 2007) Marketing Administration: CRM can supervise marketing administration activities, which in numerous cases are time intense, not possible, and pricey to administer devoid of automation. Newsletter List Management: Saving and continuing supporting the lists of subscribers for alerts and newsletters may be a full time activity, but the task may be automated by combining a web page to the CRM repository where lists are followed up. The integration allows the subscriber to check current preferences, modify and append to their subscriptions, the login, and authenticates requests and one can send the customer an email to corroborate and thank them. (Kevin M. Turner, 2007) Literature Fulfillment: CRM modules can track supplies and rearrange points and direct orders for dispensation. Moreover, the user wants the ability to follow up fulfillment requests and check their order records. In few cases, literature fulfillment requests are required to come from associates, prospects, or clients via web site, all of which can be contained. Event Management: Events managing require lots of dexterity. A site must be booked, salespersons contracted, presenters scheduled, fund-raisers signed, broadcasts sent, registrations noted, fee processed, and of course the affair must be held. By making the most of CRM for event management, marketing department can with no trouble and efficiently carry out far more events, whilst building a record of sources concerned that may be required in the prospect. Customer Surveys: CRM systems can carry survey administration and consecutively can get better end results for both the corporation and the consumer. Survey invitations may be sent by email from the CRM system, provoking the member to click on a link which guides them to a web survey on organization site. The email address or an approved identifier rooted in the link can combine the study to the members details in the CRM record, where it can get details and also reported about. The CRM workflow may also send announcements as soon as a survey is received. (Kevin M. Turner, 2007) 4.2 Service Module The service module of CRM focuses on how effectively the system is managing customer service which is either planned or unplanned. It helps in activities like Service Contract Management, Service Order Management, and Planned Services management, Installed Base (Equipment) Management, Warranty Management, Service Level Agreement Management, Scheduling, Resource Planning and Knowledge Management. Service contract management: Maintain a variety of service contracts, including labor contracts, standard parts and usage-based contracts. Administer service contracts, manage service-level agreements, automatically verify entitlement, and alert agents when a customers contract is about to expire. Claim and warranty management: Synchronize with third-party logistic providers to avoid unnecessary goodwill allowances and ensure timely customer credits. Handle the entire warranty and claims process, from RMA (return merchandise authorization) to receipt and inspection. Maintenance and Installation: Minimize downtime with planned protection service. Predict impact of new product installation for accurate and fast service. Track customers installed base of products and their pattern with graphical hierarchical demonstration. Customer support and service: Access data on the service histories, the service entitlements and contracts, the installed base, service levels, and the warranties by an easy-to-use communication center screen (SAP Customer Relationship Management on Environment 2006) 4.3 Sales Module This Module ofCRM Solutionsfocuses mainly on the sales team of the company to execute the pre-sales process and manage, making it more organized. The sales teams in most companies are responsible for capturing customer interaction, capturing any leads or opportunities, the CRM helps them to process this data and monitor it in the future. This helps in organizing all relevant data captured and received for a deal to be put into one place, it could hold data as expected budget, prospective customers, total spending, key players, important dates, products interested in and expected closing dates of a deal. Each of these can be stand only applications depending on organizational need. It is important that the right software is selected at the right time and more importantly implemented correctly for any CRM to be effective. Important key sales procedures includes Sales forecasting and planning: Anticipated sales volume over time and provide a total picture of predictable revenue. Augments the precision of sales forecasts and demand plans. Increase performance with coordinated planning and implementation of sales actions across all channels. Territory management: Gets better resource utilization with apparent visibility into accessibility and assignments. Consign the right sources at the correct time in the exact locations to optimize team performance. Maximize distribution of sales sources and account reporting across clearly defined areas. Accounts and contacts management: Present a single, inclusive view of all data required to supervise sales accounts. Capture, monitor and track all vital information about prospects, customers, and partners. Access key contacts, detailed customer profiles, critical relationships, critical relationships, and the position of all recent communications from any place and at any time. Activity management: Seamlessly synchronize e-mail, calendar entries, contacts, and tasks with important groupware solutions. Handle customer visits, account profiles and activity-driven sales activities. Focus on the combined energy of sales team events to proven to promote money-making b Success Guide to CRM From Information Technology Perspective Success Guide to CRM From Information Technology Perspective Abstract The research work is majorly classified into seven different sections. The first section deals with a brief description of CRM, its rise in the industry, its importance in the organizations and its evolution. The next section deals with Electronic Customer Relationship Management, which is the web-version of Customer Relationship Management deployable in organizations. It is a collection of work put together between various Front-end systems, Data-handling technologies and Back-end systems. All these put together form the backbone of Customer Relationship Management. Third section deals with the approaches to Customer Relationship Management. Customer Service,Campaign ManagementandSales Force Automation(SFA) are core of the CRM system and they are discussed in detail. Apart from which other modules such as Operational CRM, Analytical CRM is also presented with a brief description. Fourth section deals with the modules of Customer Relationship Management which needs to be taken into c onsideration for developing a CRM software solution. Primarily the modules of importance in most of the organizations such as Marketing module, Service module, Sales module, and Call center module are dealt with. Each of the modules is in turn covered in detail encompassing the finer divisions in individual module. Fifth section focuses on the types of Customer Relationship Management. Business-to-Business CRM, Business to -Consumer CRM and other CRM related application areas, technical functionality and support required are presented with. Additionally each section is illustrated in detail so that a future organization/individual can have a quick understanding of their requirements and adapt a one which meets their requirements. Sixth, seventh sections provide the list of software vendors, their existing products and how one can select a software as per the needs and requirements of the user. This piece of research work mainly focuses on enabling an individual to understand ones re quirements and facilitates the person in adopting a module which meets all the desired needs. 1. Introduction: Information Technology has made a huge impact on how a business operates; thereby it is being seen as an important area of commerce which needs to be tapped. Despite the large scale investments in trying to automate a business entity, many businesses have failed to attract customers. The factors such as time frame of response, understanding customer needs and new ways to attract customers are making it difficult for the businesses to cope up with. Customers pose a key role in success of an e-business and it has called for extensive research in understanding the key areas of Customer Relationship Management (CRM) in the field of Information technology. Customer Relationship Management from the Information Technology perspective is called as Electronic Customer Relationship Management (ECRM). 1.1 What is CRM? In todays market trend, customers are more educated, better informed, more technology aware and hence demanding more in the service they buy. So, the task becomes more challenging for business managers in attracting the profitable customers. Hence, small as well as big Information technology companies are working hard for maintaining good customer relationships and reaching customer satisfaction. To improve business strategy and plans, firstly, companies need to emphasis more on customers needs and behaviors in order to develop stronger customer relationships. The very first approach comes in this methodology is CRM. CRM stands for the customer relationship management. It is the process or methodology used to interact with customers, which will help bring together lots of information about customers, sales, marketing effectiveness, and customer responses and market trends. It helps businesses use available technology and resources to gain behavior and value of the customer. It broadl y covers concepts used by companies to manage their customer relationships very effectively by capturing, storing and analyzing customer information. For example by having such database created with customers need, matching customer needs and product plans and offerings, knowing what other products customer had purchased, etc. can improve product quality, indirectly improving customer relationships. Thus, CRM is the one of the important aspect in the business industries. (Eric Williams 2006) 1.2 Evolution of CRM CRM must start with an industry business strategy, which will offer positive changes in organization and work processes, which are then enabled by Information technology. In 1960s, academic researchers found that the 4Ps marketing framework i.e. product, price, place and promotion was less valuable than ongoing business relationships. By 1980s, marketing teams used to describe his new focus on understanding customer segment and achieving high customer satisfaction. In 1990s, CRM became the umbrella term; computer systems were deployed to support sales and service processes. By late 1990s, the real impact of these systems was outside the corporate world. Explosive growth in the internet usage broadened the concept as e-CRM to manage online customers. Now, multi-channel systems are available to support direct, internet and partner channels to allow user to use whatever mode of communication, they pleased. (Digital Publishing Solutions May 2007) These systems could typically answer many of the questions such as: How can oneself improve sales activities to have better idea of business improvement. How one can improve capability for leading the generation, account management and opportunities. How to make meaningful decisions on measuring the results from marketing campaign. How to resolve customer service troubles, make queue time shorter, make customer happy by offerings. All in all, how one can improve customer relationship. To answer these questions, CRM was developed to provide best operating practices in sales, marketing and customer services. This is where, companies started using CRM to store customer history, real time activities accumulation, which each department could bring up a record and see all customer interactions. 1.3 Why is CRM important? Everyone faces with the products and services at every single turn. But in realty, many of the product and service providers do actually not know the persons those using them. Major corporations failed to realize that it is the customer who is their biggest ally. Several millions of dollars are lost yearly because they failed to make profit, beat their competitors and stay ahead in this race. They wasted their money in marketing and endeavoring to gain the customers. They all are prone to make same mistake at some point of time. The main reason behind this failure was the attitude of companies towards their customers. The customer is the real king, who makes decision on failure and success of any service or product company. Many of the companies are not open to customers suggestions and more often that they do not provide the customer with a proper avenue and expel their ideas. This often leads to customers unhappiness and eventually their loss. Here comes the real need of the CRM. ( Rick Cook, 2008) CRM take into consideration the customers need and behavior towards services and products provided by companies. Companies can define their business strategy that primarily focuses on the customer, their ideas and suggestions. Benefits of CRM are listed below as business perspective: Increased sales through better timing by analyzing needs based on historic databases. Identifying improvement areas by understanding specific customer requirements. Increasing business, by highlighting and suggesting alternatives or enhancements. Identifying profit making customers. Better marketing of products. Enhanced customer satisfaction and retention. Enhanced customer loyalty. Improved quality communication and networking. Increased overall efficiency with reduction of total cost of sales. Better stand against global competition. Once business starts to look after existing customers effectively, effort can be made to gain new customer thus expanding market value. 2. Electronic Customer Relationship Management: Electronic Customer Relationship Management (ECRM) is the current trend with most business organizations be it small or large. The companies are hesitant in using the traditional strategies for running its businesses. The customers are treated as the most important part of the implementing a business strategy. That is the reason why ECRM has gained a lot of importance in the past decade. Romano (2001) defined ECRM as, â€Å"ECRM is concerned with attracting and keeping economically valuable customers and eliminating less profitable ones†. This aspect of the CRM which deals with the customers over its online business portals helps to identify the key customers and by spending more resources on them to make the business run better. The solutions offered to these businesses are of wide range and they are often sold as a package at very high prices. The nature of a business plays a vital role as adopting these CRM packages is not only waste of money but also huge waste of time. This could even lead to loosing customer base which are absolutely essential for running business. It is highly important to retain customers for a business as a recent study by McKinsey Co. revealed that if there is gain of 10% repeat customers then it will add about a profit of 10% to the company (Sims, 2000). It is highly obvious that a successful business should try and retain customers even though it is at a cost of their own terms. It is important to understand the three requirements that a CRM must address to be successful from IT point of view. 2.1 Front-end Systems In 2.1 shown below, the front-end systems constitute the key aspects of the business such as sales force market automation, customer service automation and application software. In case of online business or retailer, sales force and market automation is totally dependent on how the website looks and what features does it provide in order to attract and retain customers. Tracking all the customers and identify the potential customers will help the managers to take important decisions and capture the market. Customer service automation is a must as it the only place for a customer to reach out if they need any help. It includes setting up of call centers, communication technology infrastructure and websites. As these represent the face of a business it is important to automate these technologies. (Boon et al. 2002) 2.2 Data-Handling technologies The number of customers who shop increase day by day and it is impossible to keep track of them. As a result it has become obvious that one has to employ software tools which can manage the customer information and also be able to provide a proper links between them to help serve the customers. The techniques of data warehousing, data mining and knowledge management helps by making the CRM a better choice. In 2.1 below, the important modules which are part of data-handling technologies are shown. Data warehousing manages the companys data which is stored on a backend system and maintains the records regarding the data such as extracting, loading data in the repository and also managing the metadata. Data warehouses consists of business intelligent tools, tools to retrieve and manage data. Alex (2000) defines Data mining as a tool that automates the detection of relevant patterns within a database. The term explains how much a tool like this would help a business prosper; it gives the business, time to focus on the long term customers of the company and address various other issues. It helps in building strategy close to how the patterns reflect. Knowledge management uses the data warehouse and works as an intelligence tool by trying to establish new links within the data. For example, if a person searches for an item and if it is not found on the database then a tool like this could help the business by recording the information and possibly the customer. This improves the ef ficiency of business and customer satisfaction. These technologies are evidently a mark of the high standards a business can establish in order to survive their competitors within the global market (Compton, 2004). 2.3 Back-end Systems It is the backbone of the business without which everything else goes in utter vain. The data integrity is often considered a major player in getting all the acts together i.e. by bringing together the front-end systems and data handling technologies. It is important to integrate technologies into CRM as it forms a good strategy to work along with all the applications within the system. (Boon et al. 2002) The hierarchy present at the back-end systems as shown in 2.1 depicts the non-sales departments such as application software, enterprise wide applications, and ERP and supply chain management. In first stage, organization starts to analyze the Information systems available in place to suit their needs. The application software is deployed across the platforms they feel necessary and then it is important to establish a link between these applications which are called Enterprise Wide Applications (EWA). These help in interchanging the data between the application software and the systems. This could help the business establish all important background work as it highly important to maintain synergy between them and also update them whenever necessary to increase the speed with which they work. ERP forms the next stage of hierarchy wherein it integrates the EWA with the supply chain management which is a part of the front end and also data handling technologies. (Boon et al. 2002) The technology is considered to be the key player for any organizational success as it can be seen from the above literature. ‘IT infrastructure generally has been described as a set of IT services, including communications management, standard management, security, IT education, service management, application management, data management and IT research and development (Hwang et. al., 2002). ECRM is in short, the customer relationship management which is implemented electronically across the organizations. As CRM is mostly implemented as web based applications, the systems mentioned above play a crucial role in the management of CRM from small and medium businesses to very large scale organizations. Proceeding further, we will see various approaches in the implementation of CRM or ECRM. 3) Approaches to CRM: There are different approaches to CRM implementation and it is presented in different packages focusing on different aspects. In generalCustomer Service,Sales Force Automation (SFA) and Campaign Management are considered as core aspects of the CRM system. Customer service: Customer service is the provision for the customers before, during and after the purchase. â€Å"Customer service is a series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation. (Jamier L. Scott. 2006). Its importance depends on the product, industry and customer. Customer service provided by a person or by automated mean as self-service (for example, Internet service). In bookRules are to break and Laws are to Follow, Don Peppers and Martha Rogers, Ph.D. wrote that customers have memories. They will remember you, whether you remember them or not. Further, customer trust can be destroyed at once by a major service problem, or it can be undermined one day at a time, with a thousand small demonstrations of incompetence.† From the point of organization view, customer service plays important role in generation of income and revenue. From this perspective, customer service must be included as part of the overall approach to the systematic improvement. Campaign management: It may happen that company may not always require all the details pertaining to particular customers history. In such cases to avoid large sending of data and insecurity, many of the organizations prefer campaign management. Enterprise campaign management solutions allow customer to provide centralized databases to send one or multiple dialers. Rather than sending down all the record, part of the record will be send as and when required. This simplifies the management of the complex dialing campaigns. Sales Force Automation: These are the information systems, which automatically records all the stages in a sale process. Such systems keep track of the all contacts that has been made with the customer, purpose of the contact, and any follow up that might be required. This ensures that sales efforts will not be duplicated, reducing the business risks. It also lists potential customers of related products. It might happen that different department may contact same customer number of times for same purpose. To avoid such a risk, SFA must be fully integrated in all the departments that deal with customer service management. 3.1 Various approaches of CRM: Operational CRM Analytical CRM Sales Intelligence CRM Campaign management Collaborative CRM Consumer Relationship CRM (White PaperonArchitecture for CRM approachesin Financial Services) Operational CRM: Operational CRM provides support for front end business processes, which includes sales, marketing and services. Interactions with customers are generally stored in customers database history and company staff can retrieve information as and when required. So, the need for direct contact with customer for his requirement details will be eliminated and reaching to the customer at right time and right place will be more preferable. Operational CRM processes customers data for various purposes such as managing campaign, marketing automation, sales force automation, sales management system, etc. Few of the benefits of the operational CRM systems are as follows: It delivers personalized and effective sales, marketing and service through multiple channels. Enable 360 degree view of the customers details while interacting with them. Sales or service department can easily access history of the all customers interaction, without referring directly to customer. In sales source automation, company can automate their critical sales and sales force management tasks. Few of the examples include account management, contact management, forecasting, and sales administration keeping track of customer preferences as well as performance management. (Effective CRM Consulting 2009) In customer service and support, many companies automate some service requests, complaints, product returns and information requests. Key infrastructure requirements of CSS include volume processing capability and reliability, multiple channels support such as web, phone/fax, face-to-face, etc. In case of the Marketing Automation, information regarding business environment, industry trends macro-environment variables is stored. And then business strategy is defined. Predictive business model is defined. Analytical CRM: Analytical CRM includes the process of understanding the behaviors of customers, analyzing this data for marketing effectiveness and planning strategies of cross-selling, up-selling, etc. The process of analytical CRM starts with analyzing the customer profiles by targeting various categories of customers and evaluating their responses. These responses can be tracked using customer complaints or through transactional data or by direct customer contacts through satisfaction survey. This data of attitudinal and behavioral responses of customers is input for the next process which is nothing but customer behavior modeling. This includes building of predictive models according to the analysis data for various set of customers. The customer behavioral modeling helps to understand the homogenous customer segments. Also the methods like association discovery which is nothing but understanding the associations between the customer needs. Here only Operational CRM and Analytical CRM are discussed as they are different from the other approaches. The other approaches of CRM namely, Sales CRM, Campaign management, Consumer relationship CRM explanations are not furnished here as they are presented in very much details in the subsequent section, modules of CRM. 4) Modules of CRM: The key functionality of a CRM solution can be studied under 4 basic modules. They are Marketing, Service, Sales and Call centre. All these modules are Collaborative, Analytical and Operational. 4.1 Marketing Module The marketing module ofCRMcomprises of functionalities regarding short term execution of marketing related activities and long term planning within the company. It also helps in activities like planning, Campaign Management and lead management. Marketing module enables different communication channels to run marketing campaigns by the company, which targets potential buyers in using a product or a group of products as a message. One positive way to increase marketing effectiveness is to get better the way leads are captured and acted on. The old method is when an investigation is presented to the organizations web site; an email is generated and delivered to the department of marketing. Novel way is, a new prospect record is automatically formed in the master database which presents the lead source and campaign, assigns it to a sales representative, and emails the prospect with information or instructions scores the lead. Leads can be allocated upon product curiosity, region, or any additional defined criteria. Automated processing is defined by quicker routing and the facility to scrutinize the lead progress on a real time basis as leads are qualified and converted. The whole lot is processed and followed up in the CRM database, but more importantly such types of workflow improvements effects in greater conversion rates. (Kevin M. Turner, 2007) CRM marketing tools afford the infrastructure to prop up a huge variety of lead generation strategies which may be by email marketing, through advertising, direct mail, or trade shows. CRM also facilitates the marketer with metrics which validate financial plans and establishes the worth of marketing to management and sales. Target Marketing: Attaining the correct message at the correct time from the right people is vital. Wish to aim only the decision makers those with a practical role of engineering for technical illustration at trade fare? In order to win over, organizations need to elevate consciousness among their most accessible objectives, at the appropriate time with less cost and endeavor. CRM enables an institute to manipulate the valuable knowledge captured through accessible customer relations. As CRM is in place as infrastructure, setting up and maintaining an effective route for getting customer support CRM and sales customers to enter required knowledge into the database is simple. Have a glance at marketing, the sales and support business processes and workflows, and then categorize communication and marketing opportunities. Mixed with a focus on marketing targets and tactics, now have a map to yield the value in CRM by target marketing. (Kevin M. Turner, 2007) Campaign Management and Effectiveness Tracking: The CRM solutions have incorporated marketing tools to support complete campaign management to conduct the webinars, the marketing campaigns, seminars, trainings, events etc. Choose targets, give invitations, obtain registrations through the web, deliver automated replies and reminders, create attendee lists, and carry out satisfaction surveys. Each detail, offline and online, may be watched, measured, and administered as part of the operation. Every movement that has been made with each of the individual analysis and clientele is captured. Outcome is radically improved marketing administration effectiveness and efficiency, along with a current, shared, and a complete picture of every touch which is made with each client and viewpoint. Icing on the cake is that marketers can obtain benefit of the data obtained to observe real-time campaign metrics, and gauge the efficacy of individual campaigns by kind, time period or medium. Email Marketing and Communications: Email marketing plan is the core of marketing success today. Email marketing is timely, cheap, and when done exactly, effectual. Along with CRM, the sales and customer support staff capture and update email addresses in the main CRM repository during their usual tasks. Its vital to confine and keep up an updated email database of clientele and scenarios. Modules of CRM have complete email marketing facilities built in. A lot of of them do have the capability to send batch emails and trace the reads. However there is a big market of well-known on demand email marketing attributes which â€Å"plug in† to CRM functionality and offer considerably better features to make generating professional email interactions better and perk up the deliverability. In addition, email programs also help to tackle the intricacies of government regulations, tracing, and delivering. If used jointly with CRM, it will have a totally fledged email marketing solution which is professional, acquiescent and effectual. (Kevin M. Turner, 2007) Marketing Administration: CRM can supervise marketing administration activities, which in numerous cases are time intense, not possible, and pricey to administer devoid of automation. Newsletter List Management: Saving and continuing supporting the lists of subscribers for alerts and newsletters may be a full time activity, but the task may be automated by combining a web page to the CRM repository where lists are followed up. The integration allows the subscriber to check current preferences, modify and append to their subscriptions, the login, and authenticates requests and one can send the customer an email to corroborate and thank them. (Kevin M. Turner, 2007) Literature Fulfillment: CRM modules can track supplies and rearrange points and direct orders for dispensation. Moreover, the user wants the ability to follow up fulfillment requests and check their order records. In few cases, literature fulfillment requests are required to come from associates, prospects, or clients via web site, all of which can be contained. Event Management: Events managing require lots of dexterity. A site must be booked, salespersons contracted, presenters scheduled, fund-raisers signed, broadcasts sent, registrations noted, fee processed, and of course the affair must be held. By making the most of CRM for event management, marketing department can with no trouble and efficiently carry out far more events, whilst building a record of sources concerned that may be required in the prospect. Customer Surveys: CRM systems can carry survey administration and consecutively can get better end results for both the corporation and the consumer. Survey invitations may be sent by email from the CRM system, provoking the member to click on a link which guides them to a web survey on organization site. The email address or an approved identifier rooted in the link can combine the study to the members details in the CRM record, where it can get details and also reported about. The CRM workflow may also send announcements as soon as a survey is received. (Kevin M. Turner, 2007) 4.2 Service Module The service module of CRM focuses on how effectively the system is managing customer service which is either planned or unplanned. It helps in activities like Service Contract Management, Service Order Management, and Planned Services management, Installed Base (Equipment) Management, Warranty Management, Service Level Agreement Management, Scheduling, Resource Planning and Knowledge Management. Service contract management: Maintain a variety of service contracts, including labor contracts, standard parts and usage-based contracts. Administer service contracts, manage service-level agreements, automatically verify entitlement, and alert agents when a customers contract is about to expire. Claim and warranty management: Synchronize with third-party logistic providers to avoid unnecessary goodwill allowances and ensure timely customer credits. Handle the entire warranty and claims process, from RMA (return merchandise authorization) to receipt and inspection. Maintenance and Installation: Minimize downtime with planned protection service. Predict impact of new product installation for accurate and fast service. Track customers installed base of products and their pattern with graphical hierarchical demonstration. Customer support and service: Access data on the service histories, the service entitlements and contracts, the installed base, service levels, and the warranties by an easy-to-use communication center screen (SAP Customer Relationship Management on Environment 2006) 4.3 Sales Module This Module ofCRM Solutionsfocuses mainly on the sales team of the company to execute the pre-sales process and manage, making it more organized. The sales teams in most companies are responsible for capturing customer interaction, capturing any leads or opportunities, the CRM helps them to process this data and monitor it in the future. This helps in organizing all relevant data captured and received for a deal to be put into one place, it could hold data as expected budget, prospective customers, total spending, key players, important dates, products interested in and expected closing dates of a deal. Each of these can be stand only applications depending on organizational need. It is important that the right software is selected at the right time and more importantly implemented correctly for any CRM to be effective. Important key sales procedures includes Sales forecasting and planning: Anticipated sales volume over time and provide a total picture of predictable revenue. Augments the precision of sales forecasts and demand plans. Increase performance with coordinated planning and implementation of sales actions across all channels. Territory management: Gets better resource utilization with apparent visibility into accessibility and assignments. Consign the right sources at the correct time in the exact locations to optimize team performance. Maximize distribution of sales sources and account reporting across clearly defined areas. Accounts and contacts management: Present a single, inclusive view of all data required to supervise sales accounts. Capture, monitor and track all vital information about prospects, customers, and partners. Access key contacts, detailed customer profiles, critical relationships, critical relationships, and the position of all recent communications from any place and at any time. Activity management: Seamlessly synchronize e-mail, calendar entries, contacts, and tasks with important groupware solutions. Handle customer visits, account profiles and activity-driven sales activities. Focus on the combined energy of sales team events to proven to promote money-making b