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Tài liệu HOW TO MEASURE THE IMPACT OF A CRM STRATEGY ON THE FIRM PERFORMANCE doc
Ngày tải lên :
20/12/2013, 17:15
... proposed by these authors are the following: customer
knowledge, customer interaction, customer value, and customer satisfaction.
An additional measurement criterion focusing on CRM initiatives ... extremely relevant to
take into account the human factor, what Gummesson (2002) calls h-relationships.
Much has been written about the importance of customer satisfaction, customer retention and ... performance measurement throughout the time. Then, we compare different
frameworks and metrics used to measure performance in the CRM era. Finally, challenges to
face in CRM performance measurement...
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ROI of Social Media: Myths, Truths and How To Measure
Ngày tải lên :
27/05/2014, 12:52
... come today to ride the Journey to Atlantis?
2) Where did you hear about the Journey to Atlantis?
Using a formula that applies a value to each visitor to the park (per person), they were able
to ... won’t show your company’s return on its investment. To get to ROI, you
have to take the metrics and turn them into business benefits. To see the type of metrics
we mean, see the Social Media Measurement ... 2012 / ROI of Social Media: Myths, Truths and How To Measure
9
Radian6 Community Ebook February 2012 / ROI of Social Media: Myths, Truths and How To Measure
www.radian6.com / 1 888 6RADIAN 1...
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How to Understand Business Finance Understand the Business Cycle Manage Your Assets Measure Business Performance Sunday Times Creating Success_1 potx
Ngày tải lên :
21/06/2014, 07:20
... called profi t,
shown in Table 2.4. How much is it? Well, it must be £10,000 to
balance the books!
This is an unusual way to demonstrate profi t but we’ve done it
this way to show that profi t ... Business Cycle
To ‘create value’ we need to sell something for more than it
costs to supply. Let’s say we fi nd a customer who wants us to
install fi ve alarm systems and they are prepared to pay £20,000. ... goes up to
£33,000, as shown in Figure 2.6, money owed by customers goes
to zero and this still adds up to £40,000.
Of this, £30,000 came from owners’ funds and £10,000 from
profi t, shown in...
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How to Understand Business Finance Understand the Business Cycle Manage Your Assets Measure Business Performance Sunday Times Creating Success_2 docx
Ngày tải lên :
21/06/2014, 07:20
... losses) to date (goes to
balance sheet)
14
26 How to Understand Business Finance
cash to pay for the equipment and install it in our factory (see
earlier, Figure 2.3). Now we need to recruit ... 34 How to Understand Business Finance
We start by adding up the assets of the business. There is £3,000
cash, £30,000 owed to us by customers, and no stock. This gives
us total current ... losses) to date
(goes to balance sheet)
8
36 How to Understand Business Finance
Figure 2.13 Money owed to suppliers
When is a purchase a purchase?
Not surprisingly, given the answer to the question...
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How to Understand Business Finance Understand the Business Cycle Manage Your Assets Measure Business Performance Sunday Times Creating Success_3 potx
Ngày tải lên :
21/06/2014, 07:20
... himself into a millionaire.
You can even ‘sell’ your debtors (customers who owe you money)
and turn money owed to you tomorrow into cash today. This is called
factoring. You go to a factoring ... more precisely to individual customers. Businesses
Table 3.2 Consequences of ‘spreading’ overheads evenly – Customer D
Customer
A
Customer
B
Customer
C
Customer
D
Company
total
Gross profi ... customers, shown in Table 3.2: a profi t
in total, but the ‘spreading’ of overheads indicates a loss-making
customer – customer D. The decision is taken to cease doing
business with that customer....
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How to Understand Business Finance Understand the Business Cycle Manage Your Assets Measure Business Performance Sunday Times Creating Success_4 ppt
Ngày tải lên :
21/06/2014, 07:20
... into:
a) Working Capital; that is to fi nance stock/raw material
purchases or to provide the fi nance to allow customers to take
extended credit ie to fi nance debtors.
b) Capital Expenditure; that ... 62 How to Understand Business Finance
business it may be possible to go back to the owners and ask for
more money (ie appeal to relatives). In a large company with
shares quoted on the stock ...
working capital.
A useful ratio to measure how eff ectively we are using this
money to generate sales, is working capital as a percentage of
sales. Working capital to sales is 14 per cent for Ace,...
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How to Understand Business Finance Understand the Business Cycle Manage Your Assets Measure Business Performance Sunday Times Creating Success_5 potx
Ngày tải lên :
21/06/2014, 07:20
... nance
a) Working Capital: This is to fi nance stock/raw material
purchases or to provide the fi nance to allow customers to take
extended credit ie to fi nance debtors. It is a revolving short-
term ... 7
How our investors see us –
stock market ratios
What accounts do our investors
want to see?
If you were going to invest money in a company, what accounts
would you want to see?
First, ... sometimes prudent to
92 How to Understand Business Finance
Ratios relating to shares
When a company is formed, the owners usually put some funds
into the business to allow it to start trading....
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How to Understand Business Finance Understand the Business Cycle Manage Your Assets Measure Business Performance Sunday Times Creating Success_7 doc
Ngày tải lên :
21/06/2014, 07:20
... elements – stocks, debtors and creditors – and these
will be considered in turn. Clearly, a service-based organisation has
minimal stocks, and so the focus must be on debtors and creditors.
Stock ... be invested into, making a return for you.
So, if we had £100 to invest today at a return of 30 per cent,
Table 12.1 shows how we might expect it to grow in value if we
continued to reinvest ... button the machine tells
you how much you owe, or how much to claim.
We said above that we charge customers VAT on most sales and
we pay suppliers VAT on most purchases. There are exceptions to...
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How to Understand Business Finance Understand the Business Cycle Manage Your Assets Measure Business Performance Sunday Times Creating Success_8 ppt
Ngày tải lên :
21/06/2014, 07:20
... material stock and work in progress, as all
their stock is now in fi nished goods.
Debtors
‘Debtors’ refers to the amount of money owed to us by our
customers. This is directly related to how long ... implications
Stock (inventories) Decrease in stocks releases cash
Increase in stocks consumes cash
Debtors (receivables)
– money owed by customers
Decrease in total value of debtors
releases ... cash
Increase in total value of debtors
consumes cash
Creditors (payables)
– credit from suppliers
Increase in total value of creditors
releases cash
Decrease in total value of
creditors reduces...
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How to Understand Business Finance Understand the Business Cycle Manage Your Assets Measure Business Performance Sunday Times Creating Success_9 doc
Ngày tải lên :
21/06/2014, 07:20
... shows the
ability of the business to cover interest charges and use loan
fi nancing. It also shows the inherent profi tability of the business.
See also operating return on assets.
164 How to ...
earnings per share. A measure of how long, at the current rate of
earnings, a shareholder has to wait for his earnings (whether paid
out as dividends or retained) to total the current price ... analysis.
receivables’ days A measure of the average time taken for credit
customers to pay for their purchases. Accounts receivable divided
by the average daily rate of sales.
154 How to Understand Business...
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