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Written Assignment – Customer Relationship Management: Customer Satisfaction, Customer Loyalty
and Firm Profitability
Papers should be 3-4 pages in length, double-spaced. Do not attach a cover page, but you do need to
include a reference list. Use headers to separate major themes or topics. Respond fully. Give
examples when appropriate. Be sure to provide your own perspective on each of the questions rather
than reiterate from the textbook.
The ultimate goal of any organization is goal attainment utilizing efficient and effective programs and
processes. Customer relationship management is a vital component to firm success. Essentially, they
key to success for any organization is to identify, attain, satisfy and retain customers that contribute to
their bottom line. Inevitably, this takes place in a competitive environment.
Based on the readings for this week, respond to the following questions:
How can an effective Customer Relationship Management program be used to identify, retain, satisfy
and retain customers?
Customer satisfaction is closely related to customer loyalty and customer retention. How might an
organization improve customer satisfaction in order to build greater customer loyalty? What does it
mean to say that an organization is customer-centric?
What has been your experience with customer loyalty? For example, based on your experience are
customers today more or less loyal than they have been in the past? What factors contribute to
customer loyalty? Give an example of customer loyalty or alternatively situations where customers
have demonstrated very little loyalty.
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Capella University Business Problem Frameworks and Mind Maps Question
Assessment 4: Business Problem Frameworks and Mind MapsWrite a 4-5 page business report in which you apply selected framew ...
Capella University Business Problem Frameworks and Mind Maps Question
Assessment 4: Business Problem Frameworks and Mind MapsWrite a 4-5 page business report in which you apply selected frameworks and mind maps to analyze business problems found in three scholarly articles.INTRODUCTIONIn this assessment, you are continuing your role as a business consultant for the companies you analyzed in Assessment 3. You will assess the needs of the organization for improving organizational effectiveness. You will then develop a business report where you will gather authoritative models and theories within scholarly and practitioner literature, using focused search techniques, for the purpose of assessing their credibility, relevance, and applicability for a specific leadership, marketing, or information management problem. Your audience for this business report is department managers who will be assigned to work on the business problems that you identified.PREPARATIONIn this assessment, you are continuing your role as a business consultant for the companies you analyzed in Assessment 3 by assessing the needs of the organization for improving organizational effectiveness. You will develop a business report where you will gather authoritative models and theories within scholarly and practitioner literature, using focused search techniques, for the purpose of assessing their credibility, relevance, and applicability for a specific leadership, marketing, or information management problem. Your audience for this business report is department managers who will be assigned to work on the business problems that you identified.You may want to review these articles as you work through this assessment:Shufutinsky, A., Deporres, D., Long, B., & Sibel, J. R. (2020). Shock leadership development for the modern era of pandemic management and preparedness. International Journal of Organizational Innovation, 13(1), 20-42.Li, T., & Chan, Y. E. (2019). Dynamic information technology capability: Concept definition and framework development. The Journal of Strategic Information Systems, 28(4), 101575.Lepkowska-White, E., Parsons, A., & Berg, W. (2019). Social media marketing management: An application to small restaurants in the US. International Journal of Culture, Tourism and Hospitality Research, 13(3), 321-345.INSTRUCTIONSWrite a 4-5 page business report where you provide the following:Make any revisions to the three business problem statements you developed in Assessment 3 and state the specific problem for each of the following three areas: leadership, information systems, and marketing management. You will specify, “The specific problem is…”.For each problem you developed, identify and discuss authoritative models and theories within scholarly and practitioner literature that can be used to further understand the problem.For each problem, identify an applied framework (which can be based on a theoretical, conceptual, process, or developmental framework) and explain how the framework relates to the problem.Using some of the common elements found in the models, theories, and frameworks, construct a mind map to illustrate logical relationships among frameworks for leadership, marketing management, and information systems.You may wish to use the Creating Mind Maps activity in this assessment to make your mind map.In your report, give a detailed explanation of the concepts and connections in your mind map.Your report should include the following headings:Introduction.Leadership.Information Systems.Marketing.Mind Map.Summary.Second or Third Submission AttemptsThe second and third submission attempts require the use of the Track Changes feature in MS Word to track revisions. Make any revisions to your assessment based on feedback from your instructor. You will find an overview of the resources on the DBA Submissions Requirements page. For additional information and resources, including how to use Track Change, see DBA Course Submissions in the in the DBA Skills Lab.Additional RequirementsBefore you submit: Before submitting your assessment, you are required to use Recite to check that your in-text citations match the reference list at the end of your assessment. Recite also checks for stylistic errors related to referencing. Make any corrections to your assessment based on the Recite report.For this assessment:You are required to follow the Standard Naming Convention requirements for any files you upload. You will find the requirements in the DBA Submissions Requirements page.You are required to follow the Track Changes requirements. You will find the requirements in the DBA Submissions Requirements page. Track Changes are also required for each re-submission of an assessment based on the previous review.Written communication: Use error-free doctoral-level writing, with original (non-plagiarized) content, logical phrasing, and accurate word choices.Scholarship: Use at least five professionally reputable sources to support your main points and analysis. Be sure to include scholarly sources. Course resources may be included among the five required sources.APA formatting: All resources and citations should be formatted according to current APA style and formatting guidelines.Length: 4-5 typed, double-spaced pages, in addition to the cover page, illustrations, reference page, or appendix.Font and font-size: Consistent, APA-compliant font, 12 point.COMPETENCIES MEASUREDBy successfully completing this assessment, you will demonstrate your proficiency in the course competencies through the following assessment scoring guide criteria:Competency 1: Produce clear, professional, and logical communications appropriately aligned with task, purpose, and audience.Convey purpose, in an appropriate tone and style, incorporating supporting evidence and adhering to organizational, professional, and scholarly writing standards.Competency 2: Gather authoritative models and frameworks within scholarly and practitioner literature, using focused search techniques, for the purpose of assessing their credibility, relevance, and applicability for a problem experienced by managers of information systems or marketing (a leadership, marketing, or information management problem).Discuss authoritative models and theories that can be used to further understand each problem.Identify an applied framework for each problem including the rationale for selecting that framework.Competency 3: Construct mind maps to illustrate logical relationships among theoretical propositions for leadership, management, marketing, and information systems.Construct a mind map to illustrate logical relationships among frameworks selected for the three business problems, explaining the mind map in detail.Competency 4: Formulate a business problem which justifies the need for a project in managing information systems and marketing.Revise the three business problems from the previous assessment as needed in response to instructor feedback.Resources: Theories, Models, and FrameworksThere are a variety of theories, models, and frameworks that can be used to explain key concepts related to the topic of a project or study that is based on a problem. It is often helpful to understand theories, models, and frameworks for guiding the proposal into practice. This may include using and evaluating process models; explaining what influences outcomes with determinant frameworks, classic theories, and implementation theories; and relying on evaluation frameworks to evaluate implementation endeavors.Read the following to learn the differences between theory, theoretical framework, and conceptual framework. As you read, consider how theories and frameworks can be applied in academic studies.Kivunja, C. (2018). Distinguishing between theory, theoretical framework, and conceptual framework: A systematic review of lessons from the field [PDF]. 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The Prosci ADKAR model: Why it works. https://www.prosci.com/resources/articles/why-the-...If you wish, you can explore additional resources on Prosci’s website that explain more about the ADKAR model and why it works.USING INFORMATION TECHNOLOGY TO SUPPORT CHANGE AND TRANSFORM ORGANIZATION.The role of information technology for many organizations is about supporting business transformation. Technology is a tool that can effectively support change management. The following article discusses how leveraging organizational technology could be used to ensure successful organizational transformation. As you read this article, what are some ways you have seen advances in technology transform some businesses and industries? In today’s fast-paced and ever-changing business environment, information technology has evolved from an administrative support function into a vital strategic role that can lead companies to have a competitive advantage.Khan, S. (2018, August 29). Leveraging information technology for transforming organizations. MicroAgility. https://www.microagility.com/blog/business-transfo...
12 pages
Mgt 421 Case Study.edited
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ACHE Leadership Competencies
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recommend at least three strategies to better meet competencies by
building on your strengths and improving your weaknesses. Defend your
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points and/or examples presented in the Learning Resources.
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The Assignment must be submitted on Blackboard (WORD format only) via allocated folder. Students are advised to make their ...
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Capella University Business Problem Frameworks and Mind Maps Question
Assessment 4: Business Problem Frameworks and Mind MapsWrite a 4-5 page business report in which you apply selected framew ...
Capella University Business Problem Frameworks and Mind Maps Question
Assessment 4: Business Problem Frameworks and Mind MapsWrite a 4-5 page business report in which you apply selected frameworks and mind maps to analyze business problems found in three scholarly articles.INTRODUCTIONIn this assessment, you are continuing your role as a business consultant for the companies you analyzed in Assessment 3. You will assess the needs of the organization for improving organizational effectiveness. You will then develop a business report where you will gather authoritative models and theories within scholarly and practitioner literature, using focused search techniques, for the purpose of assessing their credibility, relevance, and applicability for a specific leadership, marketing, or information management problem. Your audience for this business report is department managers who will be assigned to work on the business problems that you identified.PREPARATIONIn this assessment, you are continuing your role as a business consultant for the companies you analyzed in Assessment 3 by assessing the needs of the organization for improving organizational effectiveness. You will develop a business report where you will gather authoritative models and theories within scholarly and practitioner literature, using focused search techniques, for the purpose of assessing their credibility, relevance, and applicability for a specific leadership, marketing, or information management problem. Your audience for this business report is department managers who will be assigned to work on the business problems that you identified.You may want to review these articles as you work through this assessment:Shufutinsky, A., Deporres, D., Long, B., & Sibel, J. R. (2020). 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You will specify, “The specific problem is…”.For each problem you developed, identify and discuss authoritative models and theories within scholarly and practitioner literature that can be used to further understand the problem.For each problem, identify an applied framework (which can be based on a theoretical, conceptual, process, or developmental framework) and explain how the framework relates to the problem.Using some of the common elements found in the models, theories, and frameworks, construct a mind map to illustrate logical relationships among frameworks for leadership, marketing management, and information systems.You may wish to use the Creating Mind Maps activity in this assessment to make your mind map.In your report, give a detailed explanation of the concepts and connections in your mind map.Your report should include the following headings:Introduction.Leadership.Information Systems.Marketing.Mind Map.Summary.Second or Third Submission AttemptsThe second and third submission attempts require the use of the Track Changes feature in MS Word to track revisions. Make any revisions to your assessment based on feedback from your instructor. You will find an overview of the resources on the DBA Submissions Requirements page. For additional information and resources, including how to use Track Change, see DBA Course Submissions in the in the DBA Skills Lab.Additional RequirementsBefore you submit: Before submitting your assessment, you are required to use Recite to check that your in-text citations match the reference list at the end of your assessment. Recite also checks for stylistic errors related to referencing. Make any corrections to your assessment based on the Recite report.For this assessment:You are required to follow the Standard Naming Convention requirements for any files you upload. You will find the requirements in the DBA Submissions Requirements page.You are required to follow the Track Changes requirements. You will find the requirements in the DBA Submissions Requirements page. Track Changes are also required for each re-submission of an assessment based on the previous review.Written communication: Use error-free doctoral-level writing, with original (non-plagiarized) content, logical phrasing, and accurate word choices.Scholarship: Use at least five professionally reputable sources to support your main points and analysis. Be sure to include scholarly sources. Course resources may be included among the five required sources.APA formatting: All resources and citations should be formatted according to current APA style and formatting guidelines.Length: 4-5 typed, double-spaced pages, in addition to the cover page, illustrations, reference page, or appendix.Font and font-size: Consistent, APA-compliant font, 12 point.COMPETENCIES MEASUREDBy successfully completing this assessment, you will demonstrate your proficiency in the course competencies through the following assessment scoring guide criteria:Competency 1: Produce clear, professional, and logical communications appropriately aligned with task, purpose, and audience.Convey purpose, in an appropriate tone and style, incorporating supporting evidence and adhering to organizational, professional, and scholarly writing standards.Competency 2: Gather authoritative models and frameworks within scholarly and practitioner literature, using focused search techniques, for the purpose of assessing their credibility, relevance, and applicability for a problem experienced by managers of information systems or marketing (a leadership, marketing, or information management problem).Discuss authoritative models and theories that can be used to further understand each problem.Identify an applied framework for each problem including the rationale for selecting that framework.Competency 3: Construct mind maps to illustrate logical relationships among theoretical propositions for leadership, management, marketing, and information systems.Construct a mind map to illustrate logical relationships among frameworks selected for the three business problems, explaining the mind map in detail.Competency 4: Formulate a business problem which justifies the need for a project in managing information systems and marketing.Revise the three business problems from the previous assessment as needed in response to instructor feedback.Resources: Theories, Models, and FrameworksThere are a variety of theories, models, and frameworks that can be used to explain key concepts related to the topic of a project or study that is based on a problem. It is often helpful to understand theories, models, and frameworks for guiding the proposal into practice. This may include using and evaluating process models; explaining what influences outcomes with determinant frameworks, classic theories, and implementation theories; and relying on evaluation frameworks to evaluate implementation endeavors.Read the following to learn the differences between theory, theoretical framework, and conceptual framework. As you read, consider how theories and frameworks can be applied in academic studies.Kivunja, C. (2018). Distinguishing between theory, theoretical framework, and conceptual framework: A systematic review of lessons from the field [PDF]. International Journal of Higher Education, 7(6), 44–53. https://doi.org/10.5430/ijhe.v7n6p44View the following to explore examples of frameworks:What Is a Framework?Resources: Creating and Using Mind MapsChange can be challenging, and many business problems lead to a need for implementing change to solve those problems, which are often very complex issues. Sometimes it is helpful to diagram the initiatives, concepts, or ideas to better visualize them. Mind mapping is a simple but powerful tool to do this. The following articles explain what a mind map is, how they’re used, and how to create one:Savage, K. (2019). How to develop a visual marketing strategy using a mind map. https://www.hellodigital.marketing/learn/how-to-de...MindTools. (n.d.). Mind maps: A powerful approach to note-taking. https://www.mindtools.com/pages/article/newISS_01....Resources: Additional Resources for Further ExplorationCHANGE MANAGEMENTOrganizations are continually changing as there are shifts in the marketplace and business environment. Changes can be related to shifts in consumer preferences, legal or regulatory changes, new competitors, technological advances, and many other challenges that businesses face. In this course, we have been looking at identifying business problems, where the solutions to those problems usually require some type of change. One model commonly used to achieve successful change is the ADKAR model, which is an acronym for Awareness, Desire, Knowledge, Ability, and Reinforcement. Read the following to learn more about this model:Pearson, S. (n.d.). What’s the ADKAR model and how to use it. https://tallyfy.com/adkar-model/Prosci. (n.d.). The Prosci ADKAR model: Why it works. https://www.prosci.com/resources/articles/why-the-...If you wish, you can explore additional resources on Prosci’s website that explain more about the ADKAR model and why it works.USING INFORMATION TECHNOLOGY TO SUPPORT CHANGE AND TRANSFORM ORGANIZATION.The role of information technology for many organizations is about supporting business transformation. Technology is a tool that can effectively support change management. The following article discusses how leveraging organizational technology could be used to ensure successful organizational transformation. As you read this article, what are some ways you have seen advances in technology transform some businesses and industries? In today’s fast-paced and ever-changing business environment, information technology has evolved from an administrative support function into a vital strategic role that can lead companies to have a competitive advantage.Khan, S. (2018, August 29). Leveraging information technology for transforming organizations. MicroAgility. https://www.microagility.com/blog/business-transfo...
12 pages
Mgt 421 Case Study.edited
The Assignment must be submitted on Blackboard (WORD format only) via allocated folder. Students are advised to make their ...
Mgt 421 Case Study.edited
The Assignment must be submitted on Blackboard (WORD format only) via allocated folder. Students are advised to make their work clear and well ...
Assignment with Peer Review: Creating Systems Diagrams
In your daily life, you may see a weather system diagram, a readout indicating whether a wireless device is connected to t ...
Assignment with Peer Review: Creating Systems Diagrams
In your daily life, you may see a weather system diagram, a readout indicating whether a wireless device is connected to the network, or a traffic sign warning of traffic congestion. These indicators provide feedback on the systems they monitor. In business, managers use systems diagrams in a similar way to monitor operations, to identify the sources of problems, and to devise solutions.As you review the case study “Opportunity Consultants, Inc., 2007,” consider OCI’s operations and problems. Think of factors that may be contributing to their poor results. Consider the turnaround team’s ideas for improving the club’s quality of work and what you would do if you were consulting with OCI.Review the explanation of the “5-Whys” in the Weekly Briefing for this week. Also review the material on simple gap analysis. Think about how you could use these systems analysis tools to understand OCI’s options.AssignmentFor this Assignment:Use a systems approach to analyze OCI’s performance and develop a case-specific “effect-cause-effect logic” tree diagram using the 5-Whys tool. See the rubric for details on what this diagram should contain. The diagram itself should be one page and can be hand-drawn or drawn with software. Tables are not appropriate; it must be in the form of a diagram.(Note: you should identify all high-level negative symptoms, then look for associated first-causes, then look for deeper root causes. The shape of your diagram will roughly look like the outline of a tree).Write a summary description of your diagram with specific recommendations for improving the club's performance that are linked to your diagram analysis. (1 single spaced page).
Concord University Using Optimization Models at Work Paper
Describe a problem that you are currently faced with at work or in your personal life that could be solved by using an opt ...
Concord University Using Optimization Models at Work Paper
Describe a problem that you are currently faced with at work or in your personal life that could be solved by using an optimization model like the ones presented in Chapter 13 of the text. Describe what the problem is, why optimization modeling could help you and how you would approach solving the problem with an optimization model.
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