Business Strategy

Question 1

Customer Relationship Management (CRM) is defined as a “company-wide business strategy designed to optimize profitability, revenue, and customer satisfaction by focusing on precisely defined customer groups.”

For this assignment, you will develop a CRM program for your chosen business/company (from Module 2 assignment). Follow the steps below to complete this assignment:

• Use the building blocks presented in Chapter 14 and exhibit 14.2 as your guides to develop your program.
• Present your CRM program in an essay format following APA guidelines.
• Include the following items in your essay:
  • Describe your own interpretation of Customer Relationship Management (CRM)
  • List and describe the essential elements of a good CRM program.
• See rubric associated with this assignment for grading criteria.

Question 2

Diplomacy attempts to reconcile the parties to a disagreement by negotiation, mediation, or inquiry. It formally applies only to disputes between states. In formal situations diplomacy is used between states. It informally also applies to disputes involving institutions and individuals. The informal application is commonly called “alternative dispute resolution.”

1. Discuss your understanding of negotiation, mediation and inquiry. Provide an example of when each of these could be used in a formal and informal situation.
2. What are the World Trade organization’s dispute procedures?
3. What role does the ICSID play in settling international disputes?