What is CRM (Customers Relatiohship Management)

CRM (customer relationship management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way.

• Helping an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns and generate quality leads for the sales team.

• Assisting the organization to improve telesales, account, and sales management by optimizing information shared by multiple employees, and streamlining existing processes (for example, taking orders using mobile devices)

• Allowing the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits; identifying the most profitable customers and providing them the highest level of service.

• Providing employees with the information and processes necessary to know their customers, understand and identify customer needs and effectively build relationships between the company, its customer base, and distribution partners.

by http://searchcrm.com
_______________________________________________

Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. CRM software is used to support these processes; information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing.

by Wikipedia.com

What do people do on social networking services

• Connecting with existing networks, making and developing friendships/contacts

• Represent themselves online and create and develop an online presence

• Viewing content and/or finding information

• Creating and customising profiles

• Authoring and uploading your own content

• Adding and sharing third-party content

• Posting messages – public and private

• Collaborating with other people

by Young People and Social Networking Services: A Childnet International Research Report 2009

Social Networking

• Two-thirds (67 percent) of the global* online population, “Member Communities,” which includes both social networks and blogs, has become the fourth most popular online category – ahead of personal email.

•One in every 11 minutes online globally is accounted for by social network and blogging sites.

•The social network and blogging audience is becoming more diverse in terms of age: the biggest
increase in visitors during 2008 to “Member Community” Web sites globally came from the 35-49
year old age group (+11.3 million).

•Mobile is playing an increasingly important role in social networking.

*Australia, Brazil,France, Germany, Italy, Spain, Switzerland, United Kingdom and the USA.

by the Nielsen Compnay's "Global Face and Networked Places" 2009
________________________________________________

• More than half of the adult online population is between 18 and 44

• The biggest increase in Internet use since 2005 is among ages 70-75, which almost doubled, from26% in 2005 to 45%.

by Pew Internet & American Life Project Surveys "Generations Online in 2009"

Definitions of Technology

The practical application of knowledge especially in a particular area and a capability given by the practical application of knowledge.

by Merriam-Webster Dictionary
______________________________________________________

Technology is practice, the way we do things around here.

by Ursula Franklin, in her 1989 "Real World of Technology" lecture
______________________________________________________

Technology is the practical application of knowledge so that something entirely new can be done, or so that something can be done in a completely new way.

by ESA- European Space Agency
______________________________________________________

Technology is a system. It entails far more than its individual material components.
Technology involves organization, procedures, symbols, new words, equation, and, most of all, a mindset.

The Real World of Technology by Ursula Franklin

Upside-down Ketchup Bottles

When Heinz ketchup was packaged in a glass bottle, consumers feel the ketchup is difficult to pour from the glass bottle. Consumers have to shake the bottle, inverting the bottle and hitting the bottom with the hand, and then will cause the ketchup to begin to slowly flow.

Recently, Heinz has introduced an "upside-down" plastic bottle. This bottle has a 2-inch wide white plastic flip-top cap, which will allow it to seat “upside-down” steadily. By turning the bottle upside down, consumers no longer need to shake and no need to wait patiently for the ketchup to pour out. The rectangular shape bottle with a narrow middle bottle design allows consumers to grip the bottle, squeezing and pour easily. This new “upside-down” package solves many of the product's previous issues.

Pull-Tab Can

The early metal beverage can was made out steel. In order to open a can, consumer needs a tool called “Church key” with a sharp point. The can was opened by punching two holes in the lid¬–a larger one for drinking, and a small one to admit air.

Iron Cit Brewing in Pittsburgh tested the first pull-tab in 1962 in Virginia. The first generation pull-tab had lots of sharp edges on the opening, and there were complaints from customers about cut fingers and lips. And some people also needed some instruction on how to use the pull-tab. . By 1965 three quarters of breweries in the U.S. were using them, and are still using the pull-tab can today for most soft drinks.

Flip-Top Box

Tradition cigarette packed were in a soft pack, which is a box packaging made of thin paper, usually containing 20 cigarettes. People complain about the soft cigarette packaging are not very convenient, they rumple easily and cannot be resealed. Also it will leave some tobacco in the shirt pocket.

In 1955, Marlboro introduced the new filter and flip-top box cigarette In New York; the modern flip-top box protects the consumer’s cigarettes yet it’s easy to open and easy to access the cigarette when they want it. The hard carton box sturdy enough to keep cigarettes from crushing, this is important for those consumers who wear jeans. And the flip-top box fits into a shirt pocket nicely and no loose tobacco in your pocket.