FUNDAMENTALS OF MANAGEMENT
11th Edition
ISBN: 9780135809761
Author: Robbins
Publisher: PEARSON C
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Chapter 13, Problem 7DQ
Summary Introduction
To determine:
The characteristics of a good communicator in a bulleted list report and to cite the sources.
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Talk about a project that you believe could address a problem related to CRM in your company (Consulting Management), or a company with which you are familiar.
Introduction (CRM background, Company background, Project background)
Statement of Project Goal (Why is it important?)
Problem/Opportunity Definition (Are you solving a problem? Pursuing an opportunity? Both?)
Proposed Solution (Why this solution, and not others?)
Cost/Benefit Analysis
Stakeholder Analysis
Scope of Work (Research, Implementation, Review and Control)
Deliverables
Cost Estimates
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Assume you are working for a consumer packaged goods organization. What do you imagine its culture to be regarding customer relationships? Would that have to change in the organization to manage the relationship with, and value, one customer at a time?
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In an organization, who should "own" the customer relationship? What does that mean?
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Chapter 13 Solutions
FUNDAMENTALS OF MANAGEMENT
Ch. 13 - Prob. 1TAICh. 13 - Prob. 2TAICh. 13 - Prob. 3TAICh. 13 - Prob. 4TAICh. 13 - Prob. 5TAICh. 13 - Prob. 6TAICh. 13 - Prob. 1DQCh. 13 - Prob. 2DQCh. 13 - Prob. 3DQCh. 13 - Prob. 4DQ
Ch. 13 - Prob. 5DQCh. 13 - How might a manager use the grapevine to his or...Ch. 13 - Prob. 7DQCh. 13 - Prob. 8DQCh. 13 - Prob. 9DQCh. 13 - Prob. 13DQCh. 13 - Prob. 14DQCh. 13 - Prob. 15DQCh. 13 - Prob. 16DQCh. 13 - Prob. 17DQCh. 13 - Prob. 18DQCh. 13 - Prob. 19DQCh. 13 - Prob. 20DQCh. 13 - Prob. 21DQCh. 13 - Prob. 22DQCh. 13 - Prob. 23DQCh. 13 - Prob. 24DQCh. 13 - Prob. 25DQ
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- A restaurant in Oregon paid its food servers the full state minimum wage ($7.95/hr at the time). Servers were required to contribute their tips to a tip pool. All employees of the restaurant other than managers shared in the tip pool based on their number of hours of work. The servers objected to sharing their tips with dishwashers and cooks. A server sued. What should the court decide? Why? Case: (Cumbie v. Woody Woo Inc., 596 F.3d 577 [9th Cir. 2010])arrow_forwardWhy do many people think that motivation is the most important part of a leader’s job? Imagine that you have a couple of extra-high performers reporting to you who are carrying out all their job responsibilities in a superior manner. What kind of coaching might you conduct with these people? Imagine yourself as the team leader, and the gang invites you to join them for an after-hours drink at a bar. From the standpoint of enhancing teamwork, explain if joining the team would be effective.arrow_forwardStep by step answerarrow_forward
- A bank loan officer who was taking medication for depression had numerous drinks at a local bar, went to a cemetery, and, with a gun in his hand, threatened to commit suicide. He eventually drove off but was intercepted by the police and committed to a psychiatric facility for four days. His physician certified that he would be able to resume all of his duties in a week, but the bank balked at reinstating him. Officials at the bank expressed their shock that he was released from the hospital so quickly after threatening to kill himself. He was told that he could not be immediately reinstated because of “the impact of your action in the community and on the ability to perform your job.” He was placed on a leave of absence and then terminated. Did the bank violate the ADA? Why or why not? Case: (Lizotte v. Dacotah Bank, 2010 U.S. Dist. LEXIS 1223 [D.N.D.]arrow_forwardDiscuss the differences among CRM practices and/or systems with different marketing, sales, and customer service business processes and how they can differ based on industry. Provide an example.arrow_forwardI need help answering the following questions listed below Much attention is given to the multigenerational clinician workforce. But what about the multigenerational administrative workforce? Are the challenges similar? What about interactions between multigenerational clinical and administrative workforces?arrow_forward
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