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Customer Relationship Cost Benefit Analysis

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Please provide a cost benefit analysis on customer relationship management for a hotel/resort project.

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Customer Relationship Cost Benefit Analysis (Financial Justification)

The Cost Benefit Analysis (CBA) is a somewhat simple and popular technique for considering whether to make changes or to keep things the same; it is configured by adding up benefit values for a course of action, and subtracting associated costs.

CRM stands for Customer Relationship Management according to CIO.com. "It is a strategy used to learn more about customers' needs and behaviors in ...

Solution Summary

This response looks at customer relationship management for a hotel and/or resort project.

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Balanced Scorecard for Pitney Bowes

1. Build a Balanced Scorecard for Pitney Bowes, Inc. (See links and information in the bottom).
2. Identify the strategic objectives of the entire organization and the secondary objectives for the unit.
3. Develop three specific objectives within each of the four perspectives for the unit. Each objective should have at least one target metric associated with it that can be quantified.

To be clear, for each metric for each period there are

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(b) actual values, and
(c) a methodology for obtaining the data and calculating the actual values.

You should include the target values and explain the methodology for obtaining the data and calculating the actual values each period. It would be helpful to provide illustrations or examples of the methodology for obtaining the data for target values and calculating the actual values each period.

A good example of the use of metrics is found at http://www.cio.com/archive/051502/scorecard.html

The specific information needed to calculate each metric should be discussed. For each metric discuss the appropriate target value and the actions that need to be taken to achieve the target. The paper should be no more than 15 pages, including the reference list, and Executive Summary.

Links about Pitney Bowes:
PB previous Score Card:

PB Customer Data Quality (CDQ):

About PB: http://www.pb.com and http://en.wikipedia.org/wiki/Pitney_Bowes

PB Finance: http://finance.yahoo.com/q?s=PBI&d=t

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