4 Ways to Master English Vocabulary

4 Ways to Master English Vocabulary The most ideal approach to learn English jargon is by points with clarifications of significance, instances of utilization and ensuing activities. It is conceivable to rehearse English jargon through activities in listening understanding, talking, perusing, and composing. Students of English ought to have arrangements of troublesome word implications and of expressions (articulations) on each theme with use sentences. They should peruse those instant jargon use sentences ordinarily if necessary. Longman Language Activator Dictionary (one of a kind English Idea Production Dictionary) covers this issue altogether. It is basic that students additionally make up their own sentences with that jargon, mulling over genuine situations.Students of English can gain proficiency with a great deal of jargon on each point from topical English word references. Great topical English word references give clear word utilization clarifications and furthermore a couple of use sentences for each word meaning, which is particularly significant. It is basic that understudies of English likewise make up their own sentences with troublesome jargon. They should consider the genuine circumstances where and when that jargon can be used.Do instant activities from course readings in jargon practice. Activities in jargon practice can incorporate discoursed, portrayals (recounting stories), topical messages, questions and replies in different circumstances, conversations, ideas, and communicating sentiments and perspectives on genuine points and issues. Students can likewise ace new English jargon by perusing topical writings (materials) on regular themes with significant substance, for instance, Practical Tips and Advice to Make Everyday Life Easier and Better (commonsense answers for ordinary issues). Such self improvement guides on settling regular issues are accessible at book shops. Students must record obscure jargon in entire sentences. It is basic that they work on talking the substance of the writings that they have perused. As individuals state, careful discipline brings about promising results. Topical General English Dictionaries Longman Language Activator (Unique thought creation English word reference, truly significant for strong jargon procurement). There is additionally Longman Pocket Activator Dictionary. Longman English word references are the most authoritative.Longman Lexicon of Contemporary English.The Oxford-Duden Pictorial English Dictionary (by J. Pheby, 1995, 816 pages).Oxford Learners Wordfinder Dictionary.Word Menu (word reference by Stephen Glazier, Random House, USA, more than 75,000 words organized by subject matter).Cambridge Word Selector/Routes.NTCs Dictionary of Everyday American English Expressions (more than 7,000 expressions masterminded by points).

Commercial aviation management functions Essay Example | Topics and Well Written Essays - 1500 words

Business avionics the executives capacities - Essay Example This way to deal with valuing the board happened as a reaction to the advancement of air transport that prompted high rivalry among specialist co-ops. Flight organizations understood that they could expand their incomes by offering similar seats in a plane to clients dependent on what they were happy to pay, â€Å"as contradicted to utilizing unit cost as the main factor in pricing† (Shy, 2008, p.23). Yield the board began as an examination of variable interest yet it developed to a propelled phase of multifaceted nature where it currently looks to decide how clients react to evaluating (Hayes and Miller, 2010). Yield the executives achieves various related advantages to business avionics. To start with, it builds income without expanding the expense of offering types of assistance (Quain and LeBruto, 2010). The income originates from selling units created yet not devoured under the unit based valuing model. The second favorable position of yield the executives is that it realizes increments in benefits, and not simply net deals (OFallon and Rutherford, 2010). Actually, the general increment in net deals in normally minor contrasted with the rate increment in benefits. Without it, the seats sold under yield the board would acquire zero income. The third favorable position of utilizing yield the board is that it makes it feasible for business flight to â€Å"maximize income from accessible capacity† (Rouse et al., 2010, p.57). Business carriers sell situates that they would have flown abandoned with ease subsequently they get additional income. At long last, it guarantees income in spi te of abrogations when one of the conditions for low admission tickets incorporates a non-discount strategy (Button, 2010). Under most unit-based costing frameworks, discount strategies lead to loss of income if purchasers demand for a discount. Yield the executives in business aeronautics has two targets. These are, â€Å"to get the best normal admission (‘yield’) possible†, and also, â€Å"to fill

Valuable Things

Valuable Things Possessions can make us happier, but only if we own the right things. I should note that this doesn’t mean possessions are a replacement for experiences and relationships and a rich internal life: most ideally, the things we own are mere additions to a fulfilled existence. They add spice to something that’s already satisfying and satiating. But all too often, the things we bring into our lives become anchors instead of wings; they don’t slake our thirst, they just make us more parched. This can result in a spiral of consumption that, for many, lasts their entires lives. It’s important to question one’s own feelings about things, because there is a consistent low-level manipulation happening around us at all times. Like having just a little more oxygen in the air than usual, it’s unlikely that we’d notice the addition, yet it can still influence our behavior, adjust our priorities, and even hijack our rationality. Many of us don’t have experience doing the math that might help us ascertain what a thing is actually worth to us. Is this thing I’m thinking about buying a subjectively valuable thing? Will it fulfill my needs, my wants, my priorities? Will it help me get where I want to be? Will the price I pay for it be a good investment? Will I net more than $500 of value from a $500 television? How much more? And what other costs, monetary and otherwise, are associated with owning such a thing? I find that working through these figures helps pour cold water on the riled-up reflexes that can flare during holiday seasons and sales. Clever marketing elevates the tempo on our internal must consume chemical cocktails, and getting really specific, truly granular about how I intend to use something, and what specific value I will derive from it, helps me maintain a semblance of rationality, even when something is really cool and available at a deep discount. Will I use this nifty device all the time? Will that use justify its cost and the space it occupies in my life and in my home? Is there some other way to achieve the same end without accruing a new possession? Is there some other way I’d rather be spending this money? Will I feel better knowing this money is there, in the bank, available at need in the future, or will I feel better knowing I’ve spent itâ€"the money lost to me foreverâ€"on this thing? We can make use of the systems that are out there, the same ones that try to manipulate us and which compel us to consume, but we can only do so if we know what we want, why we want it, and what it’s worth to us. If we don’t have an understanding of ourselves and our hopes, needs, priorities, and yes, financial realities, then we can’t hope to consume intentionally. To buy assets, rather than just more stuff. Colin Wright writes about minimalism and more at Exile Lifestyle.

Valuable Things

Valuable Things Possessions can make us happier, but only if we own the right things. I should note that this doesn’t mean possessions are a replacement for experiences and relationships and a rich internal life: most ideally, the things we own are mere additions to a fulfilled existence. They add spice to something that’s already satisfying and satiating. But all too often, the things we bring into our lives become anchors instead of wings; they don’t slake our thirst, they just make us more parched. This can result in a spiral of consumption that, for many, lasts their entires lives. It’s important to question one’s own feelings about things, because there is a consistent low-level manipulation happening around us at all times. Like having just a little more oxygen in the air than usual, it’s unlikely that we’d notice the addition, yet it can still influence our behavior, adjust our priorities, and even hijack our rationality. Many of us don’t have experience doing the math that might help us ascertain what a thing is actually worth to us. Is this thing I’m thinking about buying a subjectively valuable thing? Will it fulfill my needs, my wants, my priorities? Will it help me get where I want to be? Will the price I pay for it be a good investment? Will I net more than $500 of value from a $500 television? How much more? And what other costs, monetary and otherwise, are associated with owning such a thing? I find that working through these figures helps pour cold water on the riled-up reflexes that can flare during holiday seasons and sales. Clever marketing elevates the tempo on our internal must consume chemical cocktails, and getting really specific, truly granular about how I intend to use something, and what specific value I will derive from it, helps me maintain a semblance of rationality, even when something is really cool and available at a deep discount. Will I use this nifty device all the time? Will that use justify its cost and the space it occupies in my life and in my home? Is there some other way to achieve the same end without accruing a new possession? Is there some other way I’d rather be spending this money? Will I feel better knowing this money is there, in the bank, available at need in the future, or will I feel better knowing I’ve spent itâ€"the money lost to me foreverâ€"on this thing? We can make use of the systems that are out there, the same ones that try to manipulate us and which compel us to consume, but we can only do so if we know what we want, why we want it, and what it’s worth to us. If we don’t have an understanding of ourselves and our hopes, needs, priorities, and yes, financial realities, then we can’t hope to consume intentionally. To buy assets, rather than just more stuff. Colin Wright writes about minimalism and more at Exile Lifestyle.

What Should Be Called A True Best Friend - 844 Words

Life wouldn’t be the same if friends didn’t exist. Since one could not ever know when a friend will come by and remove that loneliness that have been longed in the hearts. That is what should be called a true â€Å"best friend.† Those are people who continue to be loyal no matter what happens, unless it’s serious, dead serious. Although those type of friends aren’t the only type of friends one could have. There are also true friends, normal friends and frenemies(a friend that became an enemy). Worst type of friend that could one could ever have is a frenemy, but a friend who spills a secret is even worse. These type of friends differ on people who were trusted the least or most, depending on their trustful relationship with that one main friend. Continuing on, there just aren’t a lot of trustful friends in this vast world. That’s when trust issues begin to form between, slowly building up until one of the two or three friends fall and back away from the group. Friends could help other friends to fill in that loneliness deep inside of many different people. That is when friendship begins to show its true colors. Friendship could make up different relationships as well as breaking them apart. To begin with, friendships and beliefs are one thing but friends are another. In other words, friendship is the relationship while friends are people who show affection. Whereas there could be someone who could be trusted by their looks or not. It’s like what they always say,†Don’t judge aShow MoreRelatedHonesty Is The Best Policy1135 Words   |  5 Pagesone-hundred-dollar bill fame, once said that â€Å"honesty is the best policy† (Franklin). This seems like a good thing, however if you use the common definition of honesty, of never telling a lie, then I would disagree with dear Ben, honesty is not the best policy. If I had to create my own definition of honesty to replace the common definition, I would say that to be honest, would be to stay true. True to others, true to the world, and true to yourself. To get to how I came up with this definition weRead MoreAnalysis Of The Book Is What Is A True Friend 933 Words   |  4 Pagestitle is What Is a True Friend. The author’s name is Elaine S. Dalton. The article belongs to Youth. It tells us we should focus on being a friend rather than having friends. The definition of a friend has changed in today’s technologically connected the world and there are many definitions of what means to be a friend. However, which definition that the author can not agree more with is that Elder Robert D. Hales speak about what it means to be a friend and the powerful influence of friends in ourRead MoreWhat Makes A Good Friend Alex Lickerman Explains The781 Words   |  4 PagesWhat Makes a Good Friend Alex Lickerman explains the qualities that he considers ideal in a true friend. He references kenzoku, a Japanese term for having a sacred bond with someone that is not blood related. In order to have this sacred bond there are certain traits that must be present. Two individuals must be drawn together commonly by similar interests. Nevertheless, if they have a history together due to shared experiences they will often tie two entities together. Common values are anotherRead MoreFriendship Is The True Meaning Of It894 Words   |  4 Pagessomething that we all have but something that we may not really understand the true meaning of it. During the reading Thoreau goes into detail of how friends are really not what we think them to be. We often don’t actually have friends but rather just acquaintances or companions. He goes on to explain who are real friends are and why they are our friends and that no one else really is. Thoreau states, â€Å"What is commonly called friendship even is only a little more honor among rogues† (p. 144). ThisRead MoreFriendship1379 Words   |  6 Pages Friendship A friend is defined as a person whom one knows, likes, and trusts, therefore this is a friendship. In every society in the world people have and follow this relationship and support it. In some societies this relationship is given more importance than others. In our society friends are given almost the same attention as ones family member. Family is the closest relationship a person has, and if that is disturbed a friend can be very helpful. During the development of a friendship inRead More Ciceros De Amicitia Essays1263 Words   |  6 Pagesday and age the word friendship has taken on a slightly different meaning from the ancient meaning. Cicero’s De Amicitia seeks to define what friendship is, its characteristics and principles. He has challenged us to reconsider what constitutes a true friend. Upon observing a typical friendship it becomes clear to us that this relationship is actually devoid of true love; the love in which Cicero speaks of. A genuine friendship is a rare and beautiful thing; a mutual relationship formed between twoRead MoreAnalysis of Ciceros Laelius de Amicitia1267 Words   |  6 Pagesand age the word friendship has taken on a slightly different meaning from the ancient meaning. Cicero s De Amicitia seeks to define what friendship is, its characteristics and principles. He has challenged us to reconsider what constitutes a true friend. Upon observing a typical friendship it becomes clear to us that this relationship is actually devoid of true love; the love in which Cicero speaks of. A genuine friendship is a rare and beautiful thing; a mutual relationship formed between twoRead MoreA Very Special Critter By Gina And Mercer Mayer945 Words   |  4 PagesFriendship is a key aspect of life. Friends are your support system, who you go to in time of need, and who you share memories with that can last a lifetime. In today’s society, many friendships are broken up because of trust issues or the lack of positivity that may be spread through the group. The book called A Very Special Critter by Gina and Mercer Mayer is a book about a new kid named Alex coming to class who is in a wheelchair. One kid in the class was afraid because he had never seenRead More Friendship in the Kite Runner Essay1525 Words   |  7 PagesThe line between a friend and an enemy is thinner than one can ever imagine. In the words of Henry David Thoreau, True friendship is never serene (ThinkExist.com). The job of a friend is so much more than a companion, to pass the time with. They help us shape our life, and theyre responsible to be that little voice in our ear, to help us analyze our actions and views. Through Amirs relationships, The Kite Runner shows the true role of a friend to point and guide us even when we dont agree;Read MoreA Very Special Critter By Gina And Mercer Mayer944 Words   |  4 Pagesbetween friends because of trust issues, or the lack of positivity that may be spread through the group. The book called A Very Special Critter by Gina and Mercer Mayer is a book about a new kid named Alex coming to class who is in a wheelchair. One kid in the class was afraid because, he had never seen someone in a wheelchair before. The kid came into class the next day and everyone thought his wheelchair was super cool. Alex made a lot of friends. The book explains that know matter what disability

Creating a Social Program for the Homeless - 2776 Words

Final Project: Creating a Social Program I have decided to create a social program that identifies the social problem of Homelessness. The new human services, social program will target helping homeless individuals and families to get off the streets. In order to have a successful program I have to come up with an outline and cover all of the basics. This program will have many different resources available to homeless or about to be homeless individuals and families. There are so many homeless people out there and her in the state of Florida there are not many places for homeless people to turn to for comfort and safety. So I am truly excited to be creating this new program that will help many people to go forward and live wonderful and successful lives, no matter what they have been through. Throughout this paper I will be discussing some of the things that are needed in order to start an organization. This paper will serve as an outline or an information source on how to create a social program as well as the social prog ram that I am creating. Basic Information and Demographics The name of the social program that I have come up with is called New Beginnings. This organization will be a community service program for the homeless population. Deciding on a place to put the organization is very important because it is best to try and target an area that is in need of the services. After some careful research the demographic area that I have chosen to place thisShow MoreRelatedThe Problem Of Living Without A Home972 Words   |  4 Pagesan identity crisis for the homeless, which leads to more unnecessary misery. Homeless by definition is an individual that survives without a permanent shelter. They might be provided with temporary living like homeless shelters. However, these shelters are usually full to and are always in demand. According to Ned Resnikoff, â€Å"The largest increase came in Washington, D.C., where the number of people experiencing homelessness rose by 28 percent and the number of homeless families went up by 60 percentRead MoreHomelessness Is The Common Reason Of Homelessness Essay1449 Words   |  6 Pagesone can face, People who live at poverty level and have mental disorders are more likely to become homeless. its something that effects people of all age, race, background, and religion. There are several untrue stereotypes about homeless people which is that they are lazy and do not work and commit more violent crimes than housed people. There are many problems that force people to become homeless, Homelessness is more than being a poor and without home, is a separation from society which includesRead MoreHomelessness : America s Resources For The Homeless Are Scarce1452 Words   |  6 PagesResources for the Homeless are Scarce in America Justin Hooks Fayetteville State University 2/27/2015 Abstract In this study, I will take the time out and investigate the effects that every day citizens have on homeless citizens and how we can play a big role in helping homelessness decrease. Over the past years many citizens haven’t established safe and stable places to live. I will then elaborate on how you can be sheltered and unsheltered and still be considered homeless. My main objectiveRead MoreHomelessness Is A Year Round Issue1359 Words   |  6 PagesHomelessness is a year round issue that needs to be addressed. People that are homeless will most likely commit to crime, because it is almost impossible for homeless people get a job. Think about it, a job application requires a home address, phone number to get in contact with and social insurance number. Those are all things a homeless person lacks. The origin of homelessness can be traced all the way back to colonial America. Homelessness arise during the American Revolution and Civil War. ItRead MoreMckinney Vento Act : Case Study863 Words   |  4 PagesFunding McKinney Vento Act provides federal funding to states to meet the needs of homeless students. States are given the flexibility to spend the funds appropriately. This includes the fixed amendment where schools can spend money on direct education services including various programs. LAUSD would continue to use these federal funds to hire homeless liaisons as part of their Homeless Education Program. The Local Control Funding Formula (LCFF) was passed in California and gives school districtsRead MoreThe Problem Of Poverty And Homelessness1604 Words   |  7 Pagesthat sets back the progress in solving the issue of poverty and homelessness in America. In fact, a study taken in 2015 gathered that with more interaction and willingness to help the homeless, the more empathy and compassion is gained for them, later resulting in a larger contribution from society creating a social change. I obtained this information based on a survey taken by Lindsay Phillips, a physiologist, that took it up on herself to ask working, undergraduate college students to describe theirRead MoreHomeless People : The Homeless1265 Words   |  6 PagesHomeless in Baltimore City is a serious issue that must be resolve. There are different types of homeless people: Chronic, transitional and episodic homeless people. However, there are several or multiples reasons for which people become homeless. It could be due to lack of financial incentives or economic reason, immigrants people (students or foreign), a choice of an individual or poverty, housing needs of the lack of low-income housing and other issues such as unemployment, underemployment, domesticRead MoreAnalyzing The Interactions Of Volunteers At Mary s Kitchen With The Guests1705 Words   |  7 PagesDiscussion The present study conducted aimed at analyzing the interactions of volunteers at Mary’s Kitchen with the guests that are currently homeless. The data was collected through interviews and observations for six hours. Observations were focused on to see how the volunteers are interacting with the guests such as the tone of their voice, gestures, body language, and attitudes that were observed while the volunteers were serving food to the guests and while they were handing out donated itemsRead MoreEssay on Effective Intervention for Homeless Youth958 Words   |  4 Pagesarea is a growing population with far reaching consequences for this group. They can be identified as a cultural group as they identify with others who have shared experiences and commonalities. Some of the serious struggles, identified in part I, homeless youth face are the increased probability of becoming victimized on the streets, higher risk of being infected with a STD or HIV, becoming pregnant, enterin g the criminal justice system, not having access to medical treatment, employment, housingRead MoreWeakness Of Homelessness1232 Words   |  5 PagesStrength. There are health centers for homeless to aid in not only their health, but their outreach programs set them up in the right direction. Like in this case study, the center assisted him in signing up for health insurance and food benefits. Some programs, give homeless the psychological help. Weaknesses. Unfortunately, homeless must want to not live on the streets and give up the additions to recreational and prescription drugs and alcohol. They tend not to because they feel ostracized, being

The Odyssey And Oedipus The King How Bonds And Abilities...

The Odyssey and Oedipus The King: How Bonds And Abilities Shape Our Lives Both The Odyssey and Oedipus the King demonstrate different extremes of the kinds of relationships and abilities that still exist in our society today. Our lives are determined by the people who influence us as well as the choices that we make, which are influenced by our individual talents and abilities. In both works, the correlation between personal bonds and individual abilities appears in the protagonists and their families. Father and son relationships and the triumphs and downfalls that occur because of the unequal distribution of strength and intellect between individuals are two representational ideas that correlate between both works and attempt to demonstrate how our lives develop and the outcome of our destiny. The bond between parents and their children, more specifically fathers and sons, is unlike any other. The bond that they share, if there is even a bond to be shared, is determined by the lives of both and the decisions that they make. In The Odyssey and Oedipus the King, there are four main father and son arcs that must meet. In a way, these arcs represent the different kinds of bonds that still exist in the world today. Our parents and their involvement or absence in our lives plays a large part in how we develop and what drives our lives. In Odysseus and Laertes relationship, Odysseus seems to be his father’s pride and joy. During Odysseus’s absence Laertes practically withersShow MoreRelatedGreek Mythology8088 Words   |  33 Pages  Greek   mythology.  Athena  (known  as  Minerva  in  Roman  mythology)  was  protector  of  numerous  Greek  cities,  especially   Athens,  and  was  associated  with  industry,  art,  wisdom,  and  warfare.  In  the  two  major  epics  of  Greek  antiquity,  the   Iliad  and  the  Odyssey,  Athena  fought  on  the  side  of  the  Greeks  in  the  Trojan  War  and  aided  Odysseus  in  his  return   home  from  the  war.  The  Greeks  dedicated  numerous  buildings  and  shrines  to  Athena,  including  the  prominent   temple  in  Athens,  the  Parthenon.  This  ancient  Read MoreDeveloping Management Skills40413 1 Words   |  1617 PagesRating Scale 166 Comparison Data 166 Source of Personal Stress 166 3 SOLVING PROBLEMS ANALYTICALLY AND CREATIVELY 167 SKILL ASSESSMENT 168 Diagnostic Surveys for Creative Problem Solving 168 Problem Solving, Creativity, and Innovation 168 How Creative Are You ? 169 Innovative Attitude Scale 171 Creative Style Assessment 172 SKILL LEARNING 174 Problem Solving, Creativity, and Innovation 174 Steps in Analytical Problem Solving 174 Defining the Problem 174 Generating Alternatives 176 Evaluating

Protocol to Treat Diabetic Ketoacidosis-Free-Samples for Students

Question: Discuss about the Diabetic Ketoacidosis. Answer: Diabetes ketoacidosis: Diabetic ketoacidosis (DKA) is the potential fatal hyperglycemic condition that occurs in the patients affected with Type 1 diabetes. The signs and symptoms of DKA includes vomiting, abdominal pain, increased urination, loss of consciousness and breath odor (Evans et al., 2014). This particular disease is more frequent in the children, and as prevention is the best method for managing this particular disease, the parents need to be acutely aware of the disease in general and the preventative techniques. Hence the target audience selected for this particular assignment is the parents of type 1 diabetic children with high risk of developing DKA. Target Audience and the Learning Resource: The importance of patient education is paramount in treatment planning or informing the patients who are on the verge of developing that particular disease. The target audience in this case is the parents, educating the parents about the consequences of DKA and how to implement the preventative measures can reduce the probability of juvenile diabetics to a large proportion. However, patient education is a diverse context and there are different tools that can be utilized, for this assignment the learning resource chosen is the educational learning theory. Implementation of the Learning Resource: Learning theory can be explained as a framework that helps in absorption, processing and retention of a particular information relayed to the recipient. This is a step by step mechanism that can help the health care professionals educate the patient and their families about the life threatening consequences of developing DKA. The learning theory focuses on two major learning processes, auditory and visual learning; and both the techniques are equally helpful in educating the target audience selected (Bastable, 2016). The visual learning can focus on presentations, flyers and handouts explaining in detail the preventative measures that can be incorporated so that the probability of juvenile diabetic children developing DKA can be avoided like regular monitoring of the blood sugar and ketone levels, rigorous diet plan, etc. Other than that, as a vital part of the learning resource the auditory learning has a huge emphasis on the education procedure. The target audience needs to be educ ated verbally explaining to them each and every detail of the preventative measures in excruciating detail to the parents in person with preferably demonstrative sessions (Bastable, 2016). Symptoms of DKA should also be included in the learning program to ensure that the parents recognize the early signs and act accordingly. References: Evans, K. J., Thompson, J., Spratt, S. E., Lien, L. F., Vorderstrasse, A. (2014). The implementation and evaluation of an evidence-based protocol to treat diabetic ketoacidosis: a quality improvement study.Advanced emergency nursing journal,36(2), 189-198.Joshi, K. K., Bastable, S. B. (2016). Essentials of patient education. Jones Bartlett Publishers.

Signs Of Stress Essays - Stress, Posttraumatic Stress Disorder

Signs Of Stress In researching stress, one would learn about what stress is, the early warning signs of stress, the different types of stress, and how to build resistance to it. Stress is a combination of physical, mental, and emotional feelings that result from pressure, worry, and anxiety. The pressures from stress are called stressors. Some examples of common stressors are: divorce, death in the family, job change, pregnancy, a large mortgage, marriage, and retirement. In medicine, stress is, a physical, chemical, or emotional development that causes strains that can lead to physical illness. (Microsoft Encarta) Some of the most common symptoms of stress are emotional distress, muscular problems, and stomach problems. Emotional distress includes anger, irritability, and anxiety. Muscular problems such as tension headaches, upper and lower back pain, and jaw pain (TMJ), are symptoms of stress. Muscular tensions that lead to pulled muscles and tendon and ligament problems, are symptoms of stress as well. Other symptoms of stress are stomach, gut and bowel problems. Heartburn, acid stomach, ulcers, flatulence, diarrhea, constipation, and irritable bowel syndrome are examples of these problems. Symptoms like cold hands or feet, shortness of breath, and chest pain are also common. The early warning signs of stress include apathy, anxiety, irritability, mental fatigue, and overcompensation or denial. What is stressful for one person, may or may not be stressful for another; each person responds to stress in a different way. A person can plan their life so that stress doesn't overwhelm them. Managed stress makes people productive and happy. There are four types of stress. There is acute stress, episodic acute stress, chronic stress, and traumatic stress. Each type of stress has its own characteristics, symptoms, duration, and treatments. Acute stress is the common type of stress. Acute stress is exciting and thrilling in small amount, but too much is exhausting. Overdoing it on acute stress can lead to psychological distress, tension headaches, upset stomach, and other symptoms. Some examples of stressors that can cause acute stress are: an auto accident that crumpled the car fender; a child's occasional problems at school; and so on. Acute stress doesn't have enough time to do extensive damage that is associated with long-term stress. Episodic Acute stress is what people who suffer from acute stress frequently have. These people's lives are so disorderly that they are constantly in a state of chaos and crisis. There are always in a hurry, but they are always late. Another form of episodic acute stress comes from no-stop worry. These people tend to be over aroused and tense. The symptoms of episodic acute stress are the symptoms of extended over arousal: persistent tension headaches, migraines, hypertension, chest pain, and heart disease. Suffers are usually very resistant to change of any kind. Acute stress can come up in anyone's life but it is highly treatable and manageable. A more serious type of stress is chronic stress. Chronic stress is the grinding stress that wears people away day after day, year after year. (Battison, 1997 p. 19) It destroys minds, bodies, and lives. Chronic stress comes when a person doesn't see a way out of a miserable situation. The worst part of chronic stress is that people get used to it and forget that it's there. Chronic stress kills by means of suicide, violence, heart attack, stroke, and perhaps, even cancer. The symptoms of chronic stress are hard to treat and could require a lot of medical and behavioral treatment, therapy, and stress management . Traumatic stress is a special kind of chronic stress, known as post-traumatic stress disorder (PTSD). It is caused by trauma that is not handled correctly. Some example of traumatic experiences are: accidents, rape, verbal, physical, psychological, or sexual abuse, being in the presence of extreme violence, a brush with death, natural disasters, death of a loved one, and imprisonment. The symptoms of PTSD are flashbacks, over arousal, emotional numbness or loss of feeling, along with extreme emotional outbursts to minor things. People with PTSD suffer from problems with concentration, controlling impulses, and decision making, The long term consequences of PTSD are depression, anxiety, behavioral disorders, multiple personality disorder, and suicide. There are three basic strategies for dealing with stress. The first strategy is altering situations to make them less

Free Essays on Nikki Giovanni

The Poems of Nikki Giovanni This research is a study of poems of Nikki Giovanni, a twentieth century African American writer. Giovanni is very versatile writer; she wrote novels, short stories, as well as essays. The most outstanding works of Giovanni includes â€Å"Black Judgment†, â€Å"Black Feelings and Black Talk†, and â€Å"Re: Creation†. Nikki Giovanni has received three NAACP Image awards for her most recent collection; also she is the first recipient of the Rosa Parks Woman of Courage award and holds the Langston Hughes Medal for outstanding poetry. Nikki Giovanni was motivated to write politically and artistically radical poems aimed at raising awareness of black rights and promoting the struggle for racial equality. This study however includes a number of Giovanni’s poems where in social injustice is the principle theme. According to Giovanni African Americans were treated unfairly and human rights were abused. Giovanni uses example of issues with African American, strugg les of radical equality, and crimes against humanity. In this poem â€Å"Concerning One Responsible with Too much Power†, Giovanni illustrates social injustice by creating images of what social injustice means. â€Å"Scared? Are responsible Negroes running scared? I understand I’m to be sued and you say you can’t fight fifteen hundred national guards, men so you’ll beat the shit out of poor Black me (no doubt because I’ve castrated you) dynamite came to your attention and responsible negroes tell the cops your tongue must be removed since you have no brain to keep it in check aren’t you turned around teaching tolerance how can I tolerate genocide my cup is full and you already know we have no ability to delay gratification. I only want to reclaim myself I even want you to reclaim yourself but more and more I’m being convinced that death responsible Negro is the first step toward my reclamation it’s very sad I’d normally stop and cry but... Free Essays on Nikki Giovanni Free Essays on Nikki Giovanni The Poems of Nikki Giovanni This research is a study of poems of Nikki Giovanni, a twentieth century African American writer. Giovanni is very versatile writer; she wrote novels, short stories, as well as essays. The most outstanding works of Giovanni includes â€Å"Black Judgment†, â€Å"Black Feelings and Black Talk†, and â€Å"Re: Creation†. Nikki Giovanni has received three NAACP Image awards for her most recent collection; also she is the first recipient of the Rosa Parks Woman of Courage award and holds the Langston Hughes Medal for outstanding poetry. Nikki Giovanni was motivated to write politically and artistically radical poems aimed at raising awareness of black rights and promoting the struggle for racial equality. This study however includes a number of Giovanni’s poems where in social injustice is the principle theme. According to Giovanni African Americans were treated unfairly and human rights were abused. Giovanni uses example of issues with African American, strugg les of radical equality, and crimes against humanity. In this poem â€Å"Concerning One Responsible with Too much Power†, Giovanni illustrates social injustice by creating images of what social injustice means. â€Å"Scared? Are responsible Negroes running scared? I understand I’m to be sued and you say you can’t fight fifteen hundred national guards, men so you’ll beat the shit out of poor Black me (no doubt because I’ve castrated you) dynamite came to your attention and responsible negroes tell the cops your tongue must be removed since you have no brain to keep it in check aren’t you turned around teaching tolerance how can I tolerate genocide my cup is full and you already know we have no ability to delay gratification. I only want to reclaim myself I even want you to reclaim yourself but more and more I’m being convinced that death responsible Negro is the first step toward my reclamation it’s very sad I’d normally stop and cry but...

Why its important to have a high school diploma in America Essay

Why its important to have a high school diploma in America - Essay Example The High School Diploma is fundamental towards their understanding of the world around them, the people living in close proximity and almost all issues that surround their lives in entirety. They gain so much when they know that the High School Diploma is within their hands and now would be the time to explore the varied areas of educational disciplines which would be the cornerstone of their success in the years to come (Workman, 2011). The High School Diploma within America is comprehensive from the onset, as it ensures that the student remains on top of his educational realms and is considered the very best amongst his educational circles. It is a fact that an individual must offer top priority to the students who have had a High School Diploma with them as they have to achieve success for the long term. Also the role of the family, friends and peers is filled in a positive manner when a student has had a High School Diploma with him (Byndloss,

Compare and Contrast the role of trade unions in Sweden and the UK Essay

Compare and Contrast the role of trade unions in Sweden and the UK - Essay Example Negotiations on wages, work rules, complaint procedures, rules of hiring and firing, promotion of workers, benefits, workplace safety, working condition, policies and other crucial elements of the work are made possible through the intervention of the trade unions. The most important function of trade unions is the maintenance and improvement of the conditions of employment and they have various goals and activities. They include the provisions of the benefits to the members, collective bargaining, industrial actions like strikes and resistance, and political activities. The traces of trade unions date as long back as the early 18th century. The changes in the system began to take place in the Western nations, especially in Britain, where there was a transformation in the industrial culture as a result of industrial revolution and related activities. With the advent of industrialisation, the vitality of the trade unions also increased. There are many conditions that make the trade unions affect the decision making and policy framing of the Human Resource Management in the modern context. The primary purpose of the trade unions is to safeguard the interest of the employees and the HR management is very much conscious of the relationship with the employees. Thus, the interest of the trade unions and that of the management departments of modern employment firms collide. Here, the role of the management firm is one of merging the interest of the trade unions with the development of the company and going ahead with policies that contribute to the growth of the firm without affecting the employees’ interest. This type of employment management varies from country to country where the role of the trade unions also differs. The special context of Sweden, where the socialists want to have the full employment and equality of the employees, is different from that of the UK. In the UK, the management of the employment w as made much easier

Customer Relationship Management of Lloyds Banking

Customer Relationship Management of Lloyds Banking 1.0 INTRODUCTION This chapter provides the brief introduction of research. Furthermore, it also discusses the aims, objectives of the research questions and scope of the study. 1.1 TOPIC OF THE RESEARCH Customer Relationship Management of Lloyds Banking Group PLC; A Critical Evaluation 1.2 INTRODUCTION TO RESEARCH Peter Drucker said, â€Å"The purpose of a business is to create customers†. Customer Relationship Management can be the single strongest weapon we have as manage to ensure that customers become and remain loyal. Customer Relationship Management, or CRM, is an essential part of modern business management. CRM concerns the relation between the organisation and its customers. Customers are the lifeblood of any company be it a global corporation with thousands of employees and a multi-billion turnover, or a sole trader with a handful of regular customers. CRM is the same in principle for both examples. Globalization and technology improvements have pushed companies into hard competition. In this new era organisations are targeting on managing customer relationships, mainly customer satisfaction, in order to maximize revenues (Constantinos 2003). Today, marketing is not just developing, delivering and selling; it is shifting towards developing and maintaining equally long term relationships with customers (Buttle, 1996). This new business values is called relationship marketing (RM), which has involved significant interest both from marketing academics and practitioners (Gronroos, 1994). The Greek philosopher, Epictetus said that â€Å"what concern me is not the way things are, but rather the way people think things are† (Szwarch, 2005, p.3). The concepts of consumer satisfaction were depending on the thinking of consumer. Research suggests that customer satisfaction, basic concept of relationship marketing, is important in achieving and retaining competitive advantage. Research studies have discovered that retaining current customers is much less expensive than attracting new customers (Desatnick, 1988; Stone et al., 1996; Bitran and Mondschein, 1997; Chattopadhyay, 2001; Massey et al., 2001). The best way to retain customers is to keep them satisfied, a number of studies have shown that customer satisfaction can guide to brand loyalty, repurchases intention and repeat sales (Day, 1984; Swan and Oliver, 1989; Oliver, 1999). Customer retention, in turn, seems to be related to profitability (Oliver, 1999). Relationship marketing is becoming significant in financial services (Zineldin, 1995). If a bank develops and sustains a solid relationship with its customers, its competitors cannot easily replace them and so this relationship provides for a continued competitive advantage (Gilbert, 2003). Moriarty et al. (1983) has suggested relationship concept in the banking sector which states that banks can increase their profits by maximising the profitability of the total customer relationship over time, instead of looking for to get more profit from any single transaction. Perrien et al. (1992) observed severe competitive pressures that forces financial institution to restructure their marketing strategies by developing into long-term relationship with customers. And banking industry purely related to financial services, which needs to create the trust among the people. This research is exploratory in nature and design. The data which is collected is going to be mostly primary data collected from the relevant persons within the bank. The data has gathered from the face to face interviews with the help of structured and semi-structured questionnaire with those persons. The above describe interviews has last 40 (fourty) to 45 (fourty five) minutes (approx). On the other hand the researcher has decided to collect primary data from random interviews of Lloyds Banking Groups customers. Sample size is around 200 customers and of structured questionnaire. But of course this research paper has relied on reviewing the various secondary data available from various researches such as books, magazines, website, previous research and publication etc. The collected data has been analysed by graphs, table and pi chart drawn from Microsoft excel. 1.3 AIM OF THE RESEARCH The aim of the research is to study why CRM is important in bank, how the CRM works in banks and also the effectiveness of Lloyds Banking Group in obtaining long term customer relationship, customer loyalty, and customer satisfaction by the use of CRM. And also suggest feasible recommendations to Lloyds Banking Group to increase the customer satisfaction and market share by the effective use of CRM. 1.4 OBJECTIVES OF THE RESEARCH The followings are the objectives of this research; To study how critically practised in Lloyds Banking Group Analysis the data mining process of Lloyds Banking Group To find out how the bank segments their customers To analysis how the bank retaining their customers To find out how does the bank measure customer Life Time Value To verify the relationship between the customers and the Lloyds Banking Group 1.5 SCOPE OF THE STUDY The scope of the study and research work has limited to Lloyds Banking Group only. This chosen level of aspects has stayed at large in the study so that it can be studied well and analyzed thoroughly to get a deeper understanding. Trying to cover too much ground may lead to a very superficial and confused analysis and may involve long time duration to complete the project work or report. Therefore a specified and narrow down approach with Lloyds Banking Group and an evaluation of its success has comprised with the researc 2.0 LITERATURE REVIEW This chapter contains a review of literature relevant to the research. This literature review deals with, about CRM, the history and goals of an integrated banking CRM, the technological factor of CRM, the process cycle in banks, data warehouse technology, data mining process, how to analysis the data, customer segmentation process, communication strategies of bank to the customers etc. 2.1 CUSTOMER RELATIONSIP MANAGEMENT Existing research states that ‘relationships are the base to the successful development and edition of new business viewpoint, though business have taken care of relationships with their customers for many centuries (Gronroos, 1994). Sheth and Parvathiyar, (1995) said that relationships demand much more than mere transactions. Rather, they symbolize strategic and tactical issues based on a new philosophical move that geared in the direction of long-term organisation survival. According to Storbacka, (1994) relationship marketing got popular in 1990s but it has a long history under different names. In its starting, one-to-one marketing appeared in the mid 1990s, which transformed into Customer Relationship Management. Parvatiyar and Sheth gave a static definition of CRM. â€Å"Customer Relationship Management is a comprehensive strategy and process of acquiring, retaining and partnering with selective customers to create superior value for the company and the customer† (Parvatiyar and Sheth 2000, p.6) â€Å"What criteria determine who â€Å"How can we acquire this customer will be our most profitable in the most efficient and effective customers?† way?† â€Å"How can we increase the â€Å"How can we keep this customer loyalty and the profitability for as long as possible?† Of this customer?† 2.2 THE HISTORY AND GOALS OF AN INTEGRATED BANKING CRM According to Puccinelli (1999) the financial services industry as entering a new era where personal attention is decreasing because the institutions are using technology to replace human contact in many application areas. Sherif, 2002 advocated that, now global changes brought new trends, directions and new ways of doing business, which also brought new challenges and opportunities to financial institutions. In order to complete with newly increasing competitive pressures, financial institutions must recognize the need of balancing their performance by achieving their strategic goals and meeting continues volatile customer needs requirements. Different ways must be analyzed to meet customer needs. Foss said that banks are highly focusing on CRM for the last five years that is expected to continue. According to Peter (1998) and Chablo (1999) the main goals of an effective integrated CRM solution in the banking sector are to enable financial institutes to; a) Widen customer relationship through acquiring new customers, identifying and targeting new segments and expanding in new markets. b) Lengthen the existing relationship developing longer term relationships, increasing perceived value of products and introducing new products and c) Deepen the relationship with customers initiating the cross selling and up selling opportunities, understanding the propensity of different customer segments to purchase and increase sales. The implementation if CRM system in a bank helps the business organisation to obtain a complete picture of their existing customers, design both customer-oriented and market-driven financial products and services, as well as implement extensive and reliable financial marketing research and efficient campaigns, to achieve and enhance customer loyalty and profitability. The above goals can be achieved through the seamless integration of information technology solutions and business objectives at every process of the bank business that affects the customer. 2.3 THE PHASES OF CRM The main phases of CRM are as follows; 1. Customer selection or Segmentation According to Dave Chaffey (2009), customer selection defining the types of customers that a company will market to. It means identifying different groups of customers for which to develop offerings and to target during acquisition, retention and extension. Different ways of segmenting customers by value and by their detailed lifecycle with the customer are reviewed. Many companies are now only proactively marketing to favoured customers. Seth Godin (1999), says â€Å"Focus on share of customer, not market share fire 70 per cent customers and watch your profits go up!† According to Efraim Turban (2008), the most sophisticated segmentation and targeting schemes for extension of customers are often used by banks, which have full customer information and acquire history data as they search for to boost Customer Lifetime Value (CLV) through encouraging increased use of products overtime. The segmentation approach used by banks is based on five main basics which in result are covered on top of each other. The amount of options used, and therefore the complexity of approach, will depend on resources obtainable, opportunities, capabilities and technology afforded by catalog. i. Identify customer lifecycle groups When guests use online services then they basically pass those seven or more stages. The organisations have clear these segments and establish the CRM infrastructure to categories customers in this manner; then they deliver focused messages, whichever by modified web messaging or by e-mails that are triggered routinely because of various rules. First-time guests recognized by a cookie placed on their PC. When guests registered, they are tracked through the residual stages. The customers who have purchased one or more products are one particular important group. The key challenge is for a company to encourage a customer to shift from the first product to the second and then go on. Explicit offers can be try to push customer for further products. In the same way, when customers turn into an inactive then the customer required follow-up. ii. Identify customer profit characteristics This is a conventional segmentation which is based on the nature of customer. For Business 2 Business Companies it includes sex, age and geography. It includes volume of the organisation and the type of sector or application, the organisation operates in. iii. Identify behaviour in response and purchase As shown in 2.2 through analysis of data base when customer progress through the lifecycle, company is capable to build up a detail reaction and buy history which judges the details of frequency, recency, group of product buy and monetary value. This approach is known as ‘RFM (Recency, Frequency, Monetary value) analysis. iv. Identify multi-channel behaviour In spite of of the eagerness of the company for online channels, various customers are chosen for using online channels and others customers are chosen conventional channels. This is, to an extent, be indicated by RFM and response examination since customers with a preference for an online channel is more reactive and make more use online. Customer who likes online channels is focused mostly by online communications such as e-mail, but when customer like conventional channels is focused by conventional communications such as direct mail or phone. This is known as ‘right-channelling. v. Tone and style preference In a same way to channel liking, customers are respond in their own way to various types of message. Some customers like rational application, in that time a detailed e-mail may work best. On the other hand some customers are preferred an emotional appeal. Companies are test for this in customers or conclude it using profit description and response performance and then expand various inventive treatments consequently. 2. Customer acquisition Processes used to add new customer. According to Turban (2008), customer acquisition refers to marketing activities intended to form relationship with new customers while reducing acquisition cost and targeting high-value customers. Service value and selecting the right path for various customers are essential at this stage and during the lifecycle. The conventional manner to customer acquisition include a marketing manager developing a blend of mass marketing (billboards, magazine advertisements etc.) and direct marketing (mail, telephone, etc.) campaigns based on their knowledge of the particular customer base that was being focussed. Marketing campaign trying to pressure new customers to buy a particular type of diapers, the mass marketing ads might be determined in parenting magazines. The advertisements could also be positioned in more conventional publications whose readership demographics were alike to those of new parents. Customer acquisition is comparatively similar to mass marketing. A marketing manager selects the demographics that they are involved in and after that works with a data vendor to obtain lists of buyers who meet those features. The data vendors have large database holding millions of eventual customers that can be segment based on explicit demographic criteria. The idea of â€Å"similar demographics† has conventionally been an art rather than a science. Usually there are not hard-and-fast systems about whether two groups of buyers share the similar features. Most of the segmentation that took place in conventional direct marketing involves hunches on the division of the marketing professional. 3. Customer retention Dafe Chaffey 2009 said that customer retention refers to the marketing actions taken by a company to keep its current customers. Identifying applicable offerings based on their personal needs and complete position in the customer lifecycle (e.g. purchase value or number) is key. Customer retention strategy aims to keep a high percentage of valuable customers and a customer development strategy aims to boost the value of those retained customer to the organisation. Customer retention is based on customer loyalty. And customer loyalty is the point to which a customer will continue with a specific brand or vendor. Customer acquisition to retain and extend create long-term customer relationship. We need to calculate customer satisfaction, as satisfaction drives loyalty and loyalty drives profitability. This relationship is exposed below; The marketers aim is to push customers up the curve towards the affection zone. But the majority are not in that zone. Marketers must understand to achieve retention,why customers defers or are indifferent. 4. Customer extension This technique is encouraging customers to increase their involvement with a company. According to Turban 2008, customer extension is increasing the range of products that a customer buys from an organisation. Sometime it is referred ‘customer development. Increasing the lifetime value (CLV) of a customer is the main objective of customer extension by encouraging cross-sell. For example a customer of Egg credit card may be offered the loan or a deposit account. There are many of customer extension technique for CRM as follows; Re-sell: same type of products to existing customers-particular vital in some Business 2 Business background as re-buys or modified re-buys. Cross-sell: sell extra products which may be closely related to the original buy. Up-sell: this is mean, selling more expensive products. Reactivation: Customers who have purchased for some time or have lapsed can be encouraged to buy again. Referrals: generating sells from recommendation from existing customers. 2.4 CUSTOMER LIFETIME VALUE MODELLING Customer Lifetime Value (CLV) is also an important theory and practise of CRM. But the calculation of CLV is not straightforward. There are so many company, they do not calculate it. According to Dave Chaffey (2009) â€Å"Lifetime value is the total net benefits that a customer or group of customers will provide a company over their total relationship with the company†. CLV is based on estimating the income and costs related with each customer over a phase of time and then calculating the net present value in present monetary terms using a discount rate value applied over the stage. Efraim Turban (2006) said there is various scale of complexity in calculating LTC. Those are exposed in 2.6. Option 1 is a realistic way or estimated proxy for future LTV, but the true LTV is the future value of the customer at individual level. CLV modelling at a segment level 4 is crucial within marketing since it answers the question; How much can I afford to invest in acquiring a new customer? Lifetime value analysis helps marketers to: Create the true value of a companys customer base Recognize and compare crucial target segment Calculate the effectiveness of another customer retention strategy Plan and calculate investment in customer acquisition programmes Make decisions about product and offers 2.7 gives an example of how LTV can be used to develop a CRM strategy for different customer groups. There are 4 (four) main types of customers are indicated by their present and future value as bronze, silver, gold and platinum. Separate customers groupings (circles) are recognized according to their current value (as indicated by current profitability) and future value as indicated by CLV calculation. Every group will have a customer segmentation based on their demographics. Therefore this is used for customer selection. Within the four main value groupings, there are various strategies are developed for various customer groups. Few bronze customers such as group A and B practically do not have development potential and are usually unprofitable, therefore the objective is to reduce costs in communications and if they do not stay as customers this is acceptable. Some bronze customers like group C may have potential for growth; therefore for group C the strategy is to extend their purchases. Silver customers are focused with customer extension offer and gold customers are extended. Platinum customers are the best customers; therefore the communication is very important with these customers. 2.5 THE TECHNOLOGICAL FACTORS OF CRM According to Davenport and Short, (1990); Porter, (1987) ‘information technology is an enabler to thoroughly redesign business process to achieve improvements in organisational performance. ‘Information Technology help helps a business process by facilitating changes to job practices and establishing new techniques to link a customer with organisations, suppliers and stakeholders (Hammer and Champy, 1993). Eckerson and Watson (2000) advocated that ‘CRM take full advantage of technology to collect and analyze data on customer patters, expand predictive models, interpret customer behaviour, proper respond with communications, and deliver product and service to individual customers. By using technology a company can create a 360 degree view of customers to find out from past interactions to optimize future ones. Peppard (2000) said that ‘the leading factors in CRM development is improvement in network infrastructure, client/server computing, and business intelligence applications. CRM collect, store, maintain and distribute customer knowledge all over the organisation. The effectual management of information has a vital role to play in CRM. In the case of calculating customer lifetime value, consolidated view, product tailoring and service innovation, the information is essential. Along with data warehouses, enterprise resource planning (ERP) system and the internet are the central infrastructures to CRM applications. Fickel (1999) said ‘CRM applications link front office (e.g. marketing, sales and customer service) and back office (e.g. financial, logistics, operations and human resources) functions with the companys customer touch point. A companys touch point is â€Å"all of the communication, human and physical interactions your customers experience during their relationship lifecycle with your organisation. Whether an ad, Web site, sales person, store or office, touch points are important because customers from perceptions of your organisation and brand based on their cumulative experiences† (Source; http://www.imediaconnection.com/content/4508.imc at 16/10/2009 on 15:25) According to Eckerson and Watson (2000), ‘CRM integrated touch points is something like a common view of the customer. A separate information systems controlled these touch points. 2.8 demonstrates the relationship between customer touch point with back and front office operations Peppers and Rogres, (1999) said ‘In many companies, CRM is just a technology solution that extends divide databases and sales force automation tools to link sales and marketing functions in order to develop targeting efforts. On the other hand some organisations consider CRM as a tool that is exclusively designed for one-to-one relationship. According to Goldenberg (2000) ‘CRM is not just a technology applications for sales, marketing and service, but when CRM fully and successfully implemented, customer-driven, a cross-functional, technology-integrated business process management strategy that improves relationships and encompasses the whole organisation. 2.6 DATA WAREHOUSE TECHNOLOGY According to Watson (2000) ‘data warehouse is a tools of information technology management that helps business decision makers to instant access of information of customer data throughout the organisation by combining all database and operational systems like sales and transaction, human resource, inventory, purchasing, financial and marketing system. Data warehouse pull out, clean, convert and manage large volumes of data from various systems and creating a historical record of all customer. Data warehousing technology is the most crucial part of CRM because it makes CRM possible. Shepard et al. (1998) said ‘a better understanding of customer behaviour is possible because data warehousing technology consolidates correlates and convert customer data into customer intelligence. Understanding of customers and their purchase patterns can improve information related to customer service interactions, billing and account status, back orders, product returns, product shipment, and internal operating cost. The capacity of a data warehouse to store hundreds and thousands of gigabytes of data make an analysis feasible as well as immediate. Organisational benefits with a data warehouse are as follows; exact and faster access of information bad and duplicate data eliminate by quality data and filtering customer profiling and retention modelling it calculate total present value and estimate future value of every customer it gives detail report 2.7 DATA MINING TECHNOLOGY Peppers and Rogres, (1999) said that ‘the first analytical step of data mining is to describe the data. Data mining summarize its statistical attributes like standard deviations and means, visually review it by use of charts and graphs and distributes the value of the field in our data. But alone data description can not provide an action plan. We have to build a predictive model based on patterns determined from known results and after that we have to test the model on result outside the original sample. An ideal model should never be confused with reality, but it is useful guide to understanding our businesses. According to Eckerson and Watson (2000) ‘we can use data mining for both classification and regression problems. In first problem we can predict what type something will fall into. In second problems we are predicting a number like probability that a person will respond to an offer. In CRM process, data mining is often used to allocate a score to a particular customer. Data mining is also often using to recognize a set of characteristics, which is called profile. Data mining segments customers in to groups with similar behaviour like purchasing a particular product. 2.8 THE CRM PROCESS CYCLE IN BANKS Pound (2000) said that exploration and alteration process should be done by the banks on basis of customer information captured; this shows the full value of CRM initiatives. Banks set up a closed CRM cycle with the help of an integrated CRM solution, which composed of a set of continuous iterative process. It manages the whole customer related process for bank, analysing customer profile, customer data and life time value, which is helping to making marketing decision and optimizing the execution of marketing campaigns, customer service strategies and sales strategies across various channels during the bank. According to Professor Constantin Zopounidis (2002) CRM process cycle is based on a generic business view. It presents a continuous improvement of value between customers and banks across touch points. The main stages are as follows; Customer data collection Customer data analysis Marketing strategy and action programs Back-office Data External Data Touch-Point Data Pound 2000 said that ‘recent banking data sources are extremely heterogeneous. Geographic information is dispersed due to continual acquisitions, mergers and reorganizations. For example a bank might use web site, ATMs, e-mail, sales, call centres and marketing automation applications that must be integrated in a unified environment of CRM banking. An effective multi-channels customer interface will not be possible without a centrally integrated warehouse driving the entire CRM process cycle. This should be update real time. The historical data should be recorded by it, which is used to create propensity models and customer life time value models to recognize past behaviour and action in order to take future marketing strategy. 2.9 CUSTOMER DATA COLLECTION Kristin Anderson Carol Kerr (2002), said that in banking transaction system data such as (e.g. Checking, Credit, Savings) are frequently organised around accounts, channels, products and other alike transactional concepts. This limits the bank ability on identifying the total relationship and unique customers. An Integrated CRM is a major goal it consolidates these â€Å"information islands† and separate solution, which forms an open cross-bank system from all executives, business area department officers and branch employees, shares the identical customer information. Integrated banking CRM structure can be obtained from this necessary basis of data supply. Operation (contact) sources: Chou, Chou 2000, said the customer communication touch-point (ATM, Branch, Call-Centre, Internet-Banking, Mobile banking, personal contact, etc.) Internal sources: Professor Constantion Zopounidis (2000) said internal sources that are the available information island, data bases and product oriented systems from other banks such as (Cards, Deposits, Investments, and loans etc.), Marketing campaign response, meta-data analysis and reliable data mining results. External Sources: Professor Constanin Zopounidis 2002, said marketing researches that of external sources, infomediaries etc. Providing geo-demographic, psycho-graphic data and lifestyle, these can help to improve customer images 2.11 CUSTOMER DATA ANALYSIS Heygate (1998), said Simple and sophisticated data analysis techniques are required for deriving the valuable customer insight from the data collected in a central customer warehouse. More advance data analytics includes OLAP (Online Analytical Processing) mining techniques and tools, these extracts applicable patterns or trends in the data. According to Lawer (2000), key incorporated customer management insights provided by customer data analysis are customer segmentation/differentiation, concentration and distribution of customers value; share of purchases/profits, analysis of strategies that widen/lengthen/deepen customer relationship. Hawkes 2000, advocated customer data analysis enables the recognition of customers profit and customers preferences for definite bank product and services, indicates the most suitable channels to reach the customers, and assesses the profitability and life time value of every personality. Additionally, Delto 1998 said that the future manners of the consumers can be predicted by analysing their past behaviour. Customer statistics, profit and segmentation are the main amount produced of the analysis stage feeding the marketing strategy planning and completing process. Having easily accessible information to marketing makes the difference between a winning campaign and a failure. 2.12 MARKETING STRATEGY AND PROGRAMES Kristin Anderson and Carol Kerr 2002 advocated captured results and data of customer analysis support marketers to route marketing messages, processes and strategies. True values of data of Lloyd TSB are discovered by tools and process for marketing decision making, marketing decision making and CRM initiatives and campaign are deployed from converted information to customer knowledge. Goal of marketing automation within CRM are which personalise and optimizes each customer contact from planning, execution, monitoring marketing strategies and action programmes. Bryan Foss 2003 said it is critical for bank CRM not only to extract their data source to uncover patterns and insight but also to operationalise the system through the bank performance to turn the customer knowledge into importance creating achievement. Merlin Stone 2003 advocated the grades from advertising and CRM activities and strategies continue the process knowledge acquisition enhancing the on-going assessment of marketing data intelligence, closing the feed-back loop. Hence, the final element of CRM process cycle is the valuation of the results of campaign driven by marketing data intelligence. It is crucial to measure performance and feed result back into the centre customer data warehouse, in order to convey Customer Relationship Management of Lloyds Banking Customer Relationship Management of Lloyds Banking 1.0 INTRODUCTION This chapter provides the brief introduction of research. Furthermore, it also discusses the aims, objectives of the research questions and scope of the study. 1.1 TOPIC OF THE RESEARCH Customer Relationship Management of Lloyds Banking Group PLC; A Critical Evaluation 1.2 INTRODUCTION TO RESEARCH Peter Drucker said, â€Å"The purpose of a business is to create customers†. Customer Relationship Management can be the single strongest weapon we have as manage to ensure that customers become and remain loyal. Customer Relationship Management, or CRM, is an essential part of modern business management. CRM concerns the relation between the organisation and its customers. Customers are the lifeblood of any company be it a global corporation with thousands of employees and a multi-billion turnover, or a sole trader with a handful of regular customers. CRM is the same in principle for both examples. Globalization and technology improvements have pushed companies into hard competition. In this new era organisations are targeting on managing customer relationships, mainly customer satisfaction, in order to maximize revenues (Constantinos 2003). Today, marketing is not just developing, delivering and selling; it is shifting towards developing and maintaining equally long term relationships with customers (Buttle, 1996). This new business values is called relationship marketing (RM), which has involved significant interest both from marketing academics and practitioners (Gronroos, 1994). The Greek philosopher, Epictetus said that â€Å"what concern me is not the way things are, but rather the way people think things are† (Szwarch, 2005, p.3). The concepts of consumer satisfaction were depending on the thinking of consumer. Research suggests that customer satisfaction, basic concept of relationship marketing, is important in achieving and retaining competitive advantage. Research studies have discovered that retaining current customers is much less expensive than attracting new customers (Desatnick, 1988; Stone et al., 1996; Bitran and Mondschein, 1997; Chattopadhyay, 2001; Massey et al., 2001). The best way to retain customers is to keep them satisfied, a number of studies have shown that customer satisfaction can guide to brand loyalty, repurchases intention and repeat sales (Day, 1984; Swan and Oliver, 1989; Oliver, 1999). Customer retention, in turn, seems to be related to profitability (Oliver, 1999). Relationship marketing is becoming significant in financial services (Zineldin, 1995). If a bank develops and sustains a solid relationship with its customers, its competitors cannot easily replace them and so this relationship provides for a continued competitive advantage (Gilbert, 2003). Moriarty et al. (1983) has suggested relationship concept in the banking sector which states that banks can increase their profits by maximising the profitability of the total customer relationship over time, instead of looking for to get more profit from any single transaction. Perrien et al. (1992) observed severe competitive pressures that forces financial institution to restructure their marketing strategies by developing into long-term relationship with customers. And banking industry purely related to financial services, which needs to create the trust among the people. This research is exploratory in nature and design. The data which is collected is going to be mostly primary data collected from the relevant persons within the bank. The data has gathered from the face to face interviews with the help of structured and semi-structured questionnaire with those persons. The above describe interviews has last 40 (fourty) to 45 (fourty five) minutes (approx). On the other hand the researcher has decided to collect primary data from random interviews of Lloyds Banking Groups customers. Sample size is around 200 customers and of structured questionnaire. But of course this research paper has relied on reviewing the various secondary data available from various researches such as books, magazines, website, previous research and publication etc. The collected data has been analysed by graphs, table and pi chart drawn from Microsoft excel. 1.3 AIM OF THE RESEARCH The aim of the research is to study why CRM is important in bank, how the CRM works in banks and also the effectiveness of Lloyds Banking Group in obtaining long term customer relationship, customer loyalty, and customer satisfaction by the use of CRM. And also suggest feasible recommendations to Lloyds Banking Group to increase the customer satisfaction and market share by the effective use of CRM. 1.4 OBJECTIVES OF THE RESEARCH The followings are the objectives of this research; To study how critically practised in Lloyds Banking Group Analysis the data mining process of Lloyds Banking Group To find out how the bank segments their customers To analysis how the bank retaining their customers To find out how does the bank measure customer Life Time Value To verify the relationship between the customers and the Lloyds Banking Group 1.5 SCOPE OF THE STUDY The scope of the study and research work has limited to Lloyds Banking Group only. This chosen level of aspects has stayed at large in the study so that it can be studied well and analyzed thoroughly to get a deeper understanding. Trying to cover too much ground may lead to a very superficial and confused analysis and may involve long time duration to complete the project work or report. Therefore a specified and narrow down approach with Lloyds Banking Group and an evaluation of its success has comprised with the researc 2.0 LITERATURE REVIEW This chapter contains a review of literature relevant to the research. This literature review deals with, about CRM, the history and goals of an integrated banking CRM, the technological factor of CRM, the process cycle in banks, data warehouse technology, data mining process, how to analysis the data, customer segmentation process, communication strategies of bank to the customers etc. 2.1 CUSTOMER RELATIONSIP MANAGEMENT Existing research states that ‘relationships are the base to the successful development and edition of new business viewpoint, though business have taken care of relationships with their customers for many centuries (Gronroos, 1994). Sheth and Parvathiyar, (1995) said that relationships demand much more than mere transactions. Rather, they symbolize strategic and tactical issues based on a new philosophical move that geared in the direction of long-term organisation survival. According to Storbacka, (1994) relationship marketing got popular in 1990s but it has a long history under different names. In its starting, one-to-one marketing appeared in the mid 1990s, which transformed into Customer Relationship Management. Parvatiyar and Sheth gave a static definition of CRM. â€Å"Customer Relationship Management is a comprehensive strategy and process of acquiring, retaining and partnering with selective customers to create superior value for the company and the customer† (Parvatiyar and Sheth 2000, p.6) â€Å"What criteria determine who â€Å"How can we acquire this customer will be our most profitable in the most efficient and effective customers?† way?† â€Å"How can we increase the â€Å"How can we keep this customer loyalty and the profitability for as long as possible?† Of this customer?† 2.2 THE HISTORY AND GOALS OF AN INTEGRATED BANKING CRM According to Puccinelli (1999) the financial services industry as entering a new era where personal attention is decreasing because the institutions are using technology to replace human contact in many application areas. Sherif, 2002 advocated that, now global changes brought new trends, directions and new ways of doing business, which also brought new challenges and opportunities to financial institutions. In order to complete with newly increasing competitive pressures, financial institutions must recognize the need of balancing their performance by achieving their strategic goals and meeting continues volatile customer needs requirements. Different ways must be analyzed to meet customer needs. Foss said that banks are highly focusing on CRM for the last five years that is expected to continue. According to Peter (1998) and Chablo (1999) the main goals of an effective integrated CRM solution in the banking sector are to enable financial institutes to; a) Widen customer relationship through acquiring new customers, identifying and targeting new segments and expanding in new markets. b) Lengthen the existing relationship developing longer term relationships, increasing perceived value of products and introducing new products and c) Deepen the relationship with customers initiating the cross selling and up selling opportunities, understanding the propensity of different customer segments to purchase and increase sales. The implementation if CRM system in a bank helps the business organisation to obtain a complete picture of their existing customers, design both customer-oriented and market-driven financial products and services, as well as implement extensive and reliable financial marketing research and efficient campaigns, to achieve and enhance customer loyalty and profitability. The above goals can be achieved through the seamless integration of information technology solutions and business objectives at every process of the bank business that affects the customer. 2.3 THE PHASES OF CRM The main phases of CRM are as follows; 1. Customer selection or Segmentation According to Dave Chaffey (2009), customer selection defining the types of customers that a company will market to. It means identifying different groups of customers for which to develop offerings and to target during acquisition, retention and extension. Different ways of segmenting customers by value and by their detailed lifecycle with the customer are reviewed. Many companies are now only proactively marketing to favoured customers. Seth Godin (1999), says â€Å"Focus on share of customer, not market share fire 70 per cent customers and watch your profits go up!† According to Efraim Turban (2008), the most sophisticated segmentation and targeting schemes for extension of customers are often used by banks, which have full customer information and acquire history data as they search for to boost Customer Lifetime Value (CLV) through encouraging increased use of products overtime. The segmentation approach used by banks is based on five main basics which in result are covered on top of each other. The amount of options used, and therefore the complexity of approach, will depend on resources obtainable, opportunities, capabilities and technology afforded by catalog. i. Identify customer lifecycle groups When guests use online services then they basically pass those seven or more stages. The organisations have clear these segments and establish the CRM infrastructure to categories customers in this manner; then they deliver focused messages, whichever by modified web messaging or by e-mails that are triggered routinely because of various rules. First-time guests recognized by a cookie placed on their PC. When guests registered, they are tracked through the residual stages. The customers who have purchased one or more products are one particular important group. The key challenge is for a company to encourage a customer to shift from the first product to the second and then go on. Explicit offers can be try to push customer for further products. In the same way, when customers turn into an inactive then the customer required follow-up. ii. Identify customer profit characteristics This is a conventional segmentation which is based on the nature of customer. For Business 2 Business Companies it includes sex, age and geography. It includes volume of the organisation and the type of sector or application, the organisation operates in. iii. Identify behaviour in response and purchase As shown in 2.2 through analysis of data base when customer progress through the lifecycle, company is capable to build up a detail reaction and buy history which judges the details of frequency, recency, group of product buy and monetary value. This approach is known as ‘RFM (Recency, Frequency, Monetary value) analysis. iv. Identify multi-channel behaviour In spite of of the eagerness of the company for online channels, various customers are chosen for using online channels and others customers are chosen conventional channels. This is, to an extent, be indicated by RFM and response examination since customers with a preference for an online channel is more reactive and make more use online. Customer who likes online channels is focused mostly by online communications such as e-mail, but when customer like conventional channels is focused by conventional communications such as direct mail or phone. This is known as ‘right-channelling. v. Tone and style preference In a same way to channel liking, customers are respond in their own way to various types of message. Some customers like rational application, in that time a detailed e-mail may work best. On the other hand some customers are preferred an emotional appeal. Companies are test for this in customers or conclude it using profit description and response performance and then expand various inventive treatments consequently. 2. Customer acquisition Processes used to add new customer. According to Turban (2008), customer acquisition refers to marketing activities intended to form relationship with new customers while reducing acquisition cost and targeting high-value customers. Service value and selecting the right path for various customers are essential at this stage and during the lifecycle. The conventional manner to customer acquisition include a marketing manager developing a blend of mass marketing (billboards, magazine advertisements etc.) and direct marketing (mail, telephone, etc.) campaigns based on their knowledge of the particular customer base that was being focussed. Marketing campaign trying to pressure new customers to buy a particular type of diapers, the mass marketing ads might be determined in parenting magazines. The advertisements could also be positioned in more conventional publications whose readership demographics were alike to those of new parents. Customer acquisition is comparatively similar to mass marketing. A marketing manager selects the demographics that they are involved in and after that works with a data vendor to obtain lists of buyers who meet those features. The data vendors have large database holding millions of eventual customers that can be segment based on explicit demographic criteria. The idea of â€Å"similar demographics† has conventionally been an art rather than a science. Usually there are not hard-and-fast systems about whether two groups of buyers share the similar features. Most of the segmentation that took place in conventional direct marketing involves hunches on the division of the marketing professional. 3. Customer retention Dafe Chaffey 2009 said that customer retention refers to the marketing actions taken by a company to keep its current customers. Identifying applicable offerings based on their personal needs and complete position in the customer lifecycle (e.g. purchase value or number) is key. Customer retention strategy aims to keep a high percentage of valuable customers and a customer development strategy aims to boost the value of those retained customer to the organisation. Customer retention is based on customer loyalty. And customer loyalty is the point to which a customer will continue with a specific brand or vendor. Customer acquisition to retain and extend create long-term customer relationship. We need to calculate customer satisfaction, as satisfaction drives loyalty and loyalty drives profitability. This relationship is exposed below; The marketers aim is to push customers up the curve towards the affection zone. But the majority are not in that zone. Marketers must understand to achieve retention,why customers defers or are indifferent. 4. Customer extension This technique is encouraging customers to increase their involvement with a company. According to Turban 2008, customer extension is increasing the range of products that a customer buys from an organisation. Sometime it is referred ‘customer development. Increasing the lifetime value (CLV) of a customer is the main objective of customer extension by encouraging cross-sell. For example a customer of Egg credit card may be offered the loan or a deposit account. There are many of customer extension technique for CRM as follows; Re-sell: same type of products to existing customers-particular vital in some Business 2 Business background as re-buys or modified re-buys. Cross-sell: sell extra products which may be closely related to the original buy. Up-sell: this is mean, selling more expensive products. Reactivation: Customers who have purchased for some time or have lapsed can be encouraged to buy again. Referrals: generating sells from recommendation from existing customers. 2.4 CUSTOMER LIFETIME VALUE MODELLING Customer Lifetime Value (CLV) is also an important theory and practise of CRM. But the calculation of CLV is not straightforward. There are so many company, they do not calculate it. According to Dave Chaffey (2009) â€Å"Lifetime value is the total net benefits that a customer or group of customers will provide a company over their total relationship with the company†. CLV is based on estimating the income and costs related with each customer over a phase of time and then calculating the net present value in present monetary terms using a discount rate value applied over the stage. Efraim Turban (2006) said there is various scale of complexity in calculating LTC. Those are exposed in 2.6. Option 1 is a realistic way or estimated proxy for future LTV, but the true LTV is the future value of the customer at individual level. CLV modelling at a segment level 4 is crucial within marketing since it answers the question; How much can I afford to invest in acquiring a new customer? Lifetime value analysis helps marketers to: Create the true value of a companys customer base Recognize and compare crucial target segment Calculate the effectiveness of another customer retention strategy Plan and calculate investment in customer acquisition programmes Make decisions about product and offers 2.7 gives an example of how LTV can be used to develop a CRM strategy for different customer groups. There are 4 (four) main types of customers are indicated by their present and future value as bronze, silver, gold and platinum. Separate customers groupings (circles) are recognized according to their current value (as indicated by current profitability) and future value as indicated by CLV calculation. Every group will have a customer segmentation based on their demographics. Therefore this is used for customer selection. Within the four main value groupings, there are various strategies are developed for various customer groups. Few bronze customers such as group A and B practically do not have development potential and are usually unprofitable, therefore the objective is to reduce costs in communications and if they do not stay as customers this is acceptable. Some bronze customers like group C may have potential for growth; therefore for group C the strategy is to extend their purchases. Silver customers are focused with customer extension offer and gold customers are extended. Platinum customers are the best customers; therefore the communication is very important with these customers. 2.5 THE TECHNOLOGICAL FACTORS OF CRM According to Davenport and Short, (1990); Porter, (1987) ‘information technology is an enabler to thoroughly redesign business process to achieve improvements in organisational performance. ‘Information Technology help helps a business process by facilitating changes to job practices and establishing new techniques to link a customer with organisations, suppliers and stakeholders (Hammer and Champy, 1993). Eckerson and Watson (2000) advocated that ‘CRM take full advantage of technology to collect and analyze data on customer patters, expand predictive models, interpret customer behaviour, proper respond with communications, and deliver product and service to individual customers. By using technology a company can create a 360 degree view of customers to find out from past interactions to optimize future ones. Peppard (2000) said that ‘the leading factors in CRM development is improvement in network infrastructure, client/server computing, and business intelligence applications. CRM collect, store, maintain and distribute customer knowledge all over the organisation. The effectual management of information has a vital role to play in CRM. In the case of calculating customer lifetime value, consolidated view, product tailoring and service innovation, the information is essential. Along with data warehouses, enterprise resource planning (ERP) system and the internet are the central infrastructures to CRM applications. Fickel (1999) said ‘CRM applications link front office (e.g. marketing, sales and customer service) and back office (e.g. financial, logistics, operations and human resources) functions with the companys customer touch point. A companys touch point is â€Å"all of the communication, human and physical interactions your customers experience during their relationship lifecycle with your organisation. Whether an ad, Web site, sales person, store or office, touch points are important because customers from perceptions of your organisation and brand based on their cumulative experiences† (Source; http://www.imediaconnection.com/content/4508.imc at 16/10/2009 on 15:25) According to Eckerson and Watson (2000), ‘CRM integrated touch points is something like a common view of the customer. A separate information systems controlled these touch points. 2.8 demonstrates the relationship between customer touch point with back and front office operations Peppers and Rogres, (1999) said ‘In many companies, CRM is just a technology solution that extends divide databases and sales force automation tools to link sales and marketing functions in order to develop targeting efforts. On the other hand some organisations consider CRM as a tool that is exclusively designed for one-to-one relationship. According to Goldenberg (2000) ‘CRM is not just a technology applications for sales, marketing and service, but when CRM fully and successfully implemented, customer-driven, a cross-functional, technology-integrated business process management strategy that improves relationships and encompasses the whole organisation. 2.6 DATA WAREHOUSE TECHNOLOGY According to Watson (2000) ‘data warehouse is a tools of information technology management that helps business decision makers to instant access of information of customer data throughout the organisation by combining all database and operational systems like sales and transaction, human resource, inventory, purchasing, financial and marketing system. Data warehouse pull out, clean, convert and manage large volumes of data from various systems and creating a historical record of all customer. Data warehousing technology is the most crucial part of CRM because it makes CRM possible. Shepard et al. (1998) said ‘a better understanding of customer behaviour is possible because data warehousing technology consolidates correlates and convert customer data into customer intelligence. Understanding of customers and their purchase patterns can improve information related to customer service interactions, billing and account status, back orders, product returns, product shipment, and internal operating cost. The capacity of a data warehouse to store hundreds and thousands of gigabytes of data make an analysis feasible as well as immediate. Organisational benefits with a data warehouse are as follows; exact and faster access of information bad and duplicate data eliminate by quality data and filtering customer profiling and retention modelling it calculate total present value and estimate future value of every customer it gives detail report 2.7 DATA MINING TECHNOLOGY Peppers and Rogres, (1999) said that ‘the first analytical step of data mining is to describe the data. Data mining summarize its statistical attributes like standard deviations and means, visually review it by use of charts and graphs and distributes the value of the field in our data. But alone data description can not provide an action plan. We have to build a predictive model based on patterns determined from known results and after that we have to test the model on result outside the original sample. An ideal model should never be confused with reality, but it is useful guide to understanding our businesses. According to Eckerson and Watson (2000) ‘we can use data mining for both classification and regression problems. In first problem we can predict what type something will fall into. In second problems we are predicting a number like probability that a person will respond to an offer. In CRM process, data mining is often used to allocate a score to a particular customer. Data mining is also often using to recognize a set of characteristics, which is called profile. Data mining segments customers in to groups with similar behaviour like purchasing a particular product. 2.8 THE CRM PROCESS CYCLE IN BANKS Pound (2000) said that exploration and alteration process should be done by the banks on basis of customer information captured; this shows the full value of CRM initiatives. Banks set up a closed CRM cycle with the help of an integrated CRM solution, which composed of a set of continuous iterative process. It manages the whole customer related process for bank, analysing customer profile, customer data and life time value, which is helping to making marketing decision and optimizing the execution of marketing campaigns, customer service strategies and sales strategies across various channels during the bank. According to Professor Constantin Zopounidis (2002) CRM process cycle is based on a generic business view. It presents a continuous improvement of value between customers and banks across touch points. The main stages are as follows; Customer data collection Customer data analysis Marketing strategy and action programs Back-office Data External Data Touch-Point Data Pound 2000 said that ‘recent banking data sources are extremely heterogeneous. Geographic information is dispersed due to continual acquisitions, mergers and reorganizations. For example a bank might use web site, ATMs, e-mail, sales, call centres and marketing automation applications that must be integrated in a unified environment of CRM banking. An effective multi-channels customer interface will not be possible without a centrally integrated warehouse driving the entire CRM process cycle. This should be update real time. The historical data should be recorded by it, which is used to create propensity models and customer life time value models to recognize past behaviour and action in order to take future marketing strategy. 2.9 CUSTOMER DATA COLLECTION Kristin Anderson Carol Kerr (2002), said that in banking transaction system data such as (e.g. Checking, Credit, Savings) are frequently organised around accounts, channels, products and other alike transactional concepts. This limits the bank ability on identifying the total relationship and unique customers. An Integrated CRM is a major goal it consolidates these â€Å"information islands† and separate solution, which forms an open cross-bank system from all executives, business area department officers and branch employees, shares the identical customer information. Integrated banking CRM structure can be obtained from this necessary basis of data supply. Operation (contact) sources: Chou, Chou 2000, said the customer communication touch-point (ATM, Branch, Call-Centre, Internet-Banking, Mobile banking, personal contact, etc.) Internal sources: Professor Constantion Zopounidis (2000) said internal sources that are the available information island, data bases and product oriented systems from other banks such as (Cards, Deposits, Investments, and loans etc.), Marketing campaign response, meta-data analysis and reliable data mining results. External Sources: Professor Constanin Zopounidis 2002, said marketing researches that of external sources, infomediaries etc. Providing geo-demographic, psycho-graphic data and lifestyle, these can help to improve customer images 2.11 CUSTOMER DATA ANALYSIS Heygate (1998), said Simple and sophisticated data analysis techniques are required for deriving the valuable customer insight from the data collected in a central customer warehouse. More advance data analytics includes OLAP (Online Analytical Processing) mining techniques and tools, these extracts applicable patterns or trends in the data. According to Lawer (2000), key incorporated customer management insights provided by customer data analysis are customer segmentation/differentiation, concentration and distribution of customers value; share of purchases/profits, analysis of strategies that widen/lengthen/deepen customer relationship. Hawkes 2000, advocated customer data analysis enables the recognition of customers profit and customers preferences for definite bank product and services, indicates the most suitable channels to reach the customers, and assesses the profitability and life time value of every personality. Additionally, Delto 1998 said that the future manners of the consumers can be predicted by analysing their past behaviour. Customer statistics, profit and segmentation are the main amount produced of the analysis stage feeding the marketing strategy planning and completing process. Having easily accessible information to marketing makes the difference between a winning campaign and a failure. 2.12 MARKETING STRATEGY AND PROGRAMES Kristin Anderson and Carol Kerr 2002 advocated captured results and data of customer analysis support marketers to route marketing messages, processes and strategies. True values of data of Lloyd TSB are discovered by tools and process for marketing decision making, marketing decision making and CRM initiatives and campaign are deployed from converted information to customer knowledge. Goal of marketing automation within CRM are which personalise and optimizes each customer contact from planning, execution, monitoring marketing strategies and action programmes. Bryan Foss 2003 said it is critical for bank CRM not only to extract their data source to uncover patterns and insight but also to operationalise the system through the bank performance to turn the customer knowledge into importance creating achievement. Merlin Stone 2003 advocated the grades from advertising and CRM activities and strategies continue the process knowledge acquisition enhancing the on-going assessment of marketing data intelligence, closing the feed-back loop. Hence, the final element of CRM process cycle is the valuation of the results of campaign driven by marketing data intelligence. It is crucial to measure performance and feed result back into the centre customer data warehouse, in order to convey