Chapter 11: Food for Thought: 1-4 (p. 410)
1. Let’s imagine you are the customer portfolio manager of a wireless phone company. How should you be evaluated at the end of the quarter? Straight sales from your customers? Net sales (sales minus cost to serve)? Customer satisfaction? Would it make sense for you to be evaluated on a combination of how much your company made from your customers this quarter and also—as of this quarter—what the two-year projected value of your customer base is? Five-year projected value? Why?
2. If a company rewards employees based on a combination of current and future values of customers, how might that change decision making?
3. Should the value of customers a company doesn’t yet have be calculated and taken into account in the present quarter? Why or why not?
4. How is retention different from share of customer (SOC) as a measure and how would it be used differently? Why are both important?
Chapter 12: Food for Thought: 1-3 (p. 444)
1. From the customer’s perspective, which is better: to buy through one channel or through several channels? The obvious answer is to have multiple channels available—order from the Web, make returns at the store, check on delivery by phone—and have all of those contact points able to pick up where the last one left off. But is there any advantage—to the customer—of using only one channel? Why does research show that customers who use more than one channel are more likely to be more valuable to a firm than those who use only one?
2. Often, the challenge in using predictive models boils down to a misunderstanding of the nature of cause and effect. Although statistical analysis might reveal that two observable events tend to happen at similar times, it does not necessarily mean that one event “causes” the other. What is more important: to understand what will happen next or why it will happen?
3. Customer analytics can be used for improving retention rates. How?
A Strategic Framework, 3rd Edition ISBN: 9781119239819 All assignments are to be in a Word document, 7th edition APA format, including cover page & reference page(s), with all paraphrascixes & direct quotes, cited:
- Identify and define relevant concepts clearly for the viewers. (Define capital and your groups specific variety, if it has one.)
- What is the difference between a cross-sectional study and a longitudinal study? What advantages and disadvantages does each method have?
- What are the implications for both employees/subcontractors and the HR function?
- Discuss the key events that have contributed to the evolution of operations management. Please be sure to include specific events, time (year) and who was involved (the individual’s name or company). Please provide at least three (3) factors and the events.
- Research and describe a patient story that was caused by that sentinel event topic. For example, if the sentinel event alert is about Fires in the Operating rooms, then you must research and find a story about a patient impacted by a fire in the OR.
- * Why is the problem important in the area of corporate crime or regulation of corporate crime?
- Discussion Thread: Price
- Literature Review : Identity Development in 8th graders
- Select a publicly-traded company that is traded on U.S. exchange. Locate the annual report for at least the last three fiscal years.
- summarize the key points of each chapter, and show how those points are related to each other. In the final paragraph, please explain your own thoughts and interpretations of the material.