Building & Maintaining Customer Relationships Essay

Company Overview Wal-Mart is the world’s largest retailer company, which has operated on the market since 1962. The existence of such type of stores on the market becomes urgent.   This phenomenon can be easily explained by the lowering standards of living and economic slowdowns. The company was found in 1962 in Rogers, Arkansas (Wal-Mart, 2005). Its founder, Sam Walton opened the first distribution center in 1970, which was a starting point for further expansion, and in two years it was included in the list on the New York Stock Exchange. Today, none of the discount retailers is more popular than Wal-Mart. Wal-Mart merchandises a wide range of goods from tables to combs. Wal-Mart is the leader of the full-line discounters, with many stores cov ­ering 120,000 square feet (or more) of floor space; food accounts for about a third of floor space and sales (Wal-Mart Home Page, 2006). Acquisition Strategy Wal-Mart uses acquisition strategy as the main tool to access and penetrate new markets around the globe and expend nationally. The first wave of acquisitions took place at the end of 1970s when Wal-Mart acquired 16 Mohr-Value stores in Michigan and Illinois (1977), Hutcheson Shoe Company (1978), Woolco stores (1983), Grand Central Stores (1985), Supersaver (1988). Acquisition policy has been undoubtedly the most radical growth strategy open to management in that it represents a deliberate attempt to change the nature of the business (Is Wal-Mart Good for America, 2004). Executives at Wal-Mart spent most of 1990 trying to expand the brand’s customer base, and results have been promising. With hindsight, however, it is clear that Wal-Mart paid too much for the acquisitions. As noted previously, Wal-Mart is currently in the midst of its own financial retrenchment. Acquisition policy occurs when the new business is related in some way to the old one. The opening up of the market and the resultant increased competition has widened the perspective of the planning framework with profound implications for Wal-Mart. During this period of time, Wal-Mart acquired Western Merchandisers, Inc and McLane Company of Temple (1990),   28 units from The Wholesale Club, Inc (1991). During 1990s, Wal-Mart has used acquisition strategy to expand internationally and acquired 122 Woolco stores in Canada (1994), opened new stores in Puerto-Rico (1992) and penetrates Korean and Chinese markets through joint venture strategy, and entered German market in acquiring Wertkauf (1998) and Interspar (1999). For instance, acquisition with Woolco stores allowed Wal-Mart to subject to a complex regulate framework whereas others are less so (Watch Out Europe: Here Comes Wal-Mart, 1999). Still, even if it is possible to predict the needs of customer there are some threats and new opportunities, which should be taken into consideration (Oliva, n.d.). There are no specific regulations governing the goals and structures of the industry, there is no constitutional restrictions or legislative mandate that restricts acquisition (Bianco, Zellner, 2003). In October 09 2006.Black Agenda Radio reported that Wal-Mart was going to enter Australian market making its first acquisition in Australia this year. They announced that Wal-Mart made investments in Brazilian retail chain Sonae and Central American Retail Holding Company (CARHCO). Also, â€Å"On 28 July 2006, Wal-Mart announced it will exit the German retail market by selling its 85 â€Å"Supercenters† to retailer Metro AG on the back of pre-tax losses of approximately U.S. $1 billion on its German operations† (Wal-Mart’s Germany Exit, 2006). So, acquisition strategy employed by Wal-Mart provides the buyer with quick growth as well as access to existing brand suppliers, distributors, and goods. Retention Strategy Unlike the transactional, functionally-orientated approach, relationship marketing in food retailing industry is a cross-functional process concerned with balancing marketing efforts among key markets. To create a winning customer retention strategy, Wal-Mart expends its product lines and improves its customer services. For instance, Wal-Mart implemented RFDI solutions and handheld computers linked to in-store computers which helped to transform its business worldwide (RFID to Transform, 2004). The strength of retention strategy is that it is on average as dependent on reliable information technology as any other businesses. They care more about reliable service and confidence than about the lowest price. The company implemented IT supply chain solutions and Internet facilities in order to meet customers’ needs and requirements. A critical issue within the customer market domain in the USA is to ensure that customer retention as well as customer acqui ­sition is emphasized. Recognition of the significant link between customer retention and profitability is leading to new and better strategies for strengthening customer satisfaction and loyalty (RFID to Transform Real-Time, 2004). Branding, advertising, promotion, and additional services to customers and product innovation strengthen the company’s image (Sell Your Product, †¦ 2004). In-Store Checkout TV Channels are introduced in different locations around the country aimed improve customer service and engage customers in buying process. This strategy decreases time and efforts that customers must expend to learn about the products. Wal-Mart reduces prices seasonally in order to attract new customers and benefit existing buyers. Wal-Mart’s customers evaluate an item of a given specification in terms of its total expected costs, i.e. acquisition price plus any necessary additional expenses associated with an item: it can be installation, running and maintenance costs, all discounted to the present time in order to take account of cash flows over a period of time. In the same way the cost of a transport movement or service may be expressed in terms of the original price of acquisition plus any additional and necessary costs or expenses (Brown Quintin, 2000). It is possible to distinguish two aspects of costs: price and expenses. Trying to provide customer service an organization considers these two measurements. In evaluating an organization, customers consider or respond to these two measurements. Mobile computing and increased staffing for weekends help to overcome retention and improve customer service (The Big Secret Is Continue†¦ 2006). Strengths and Weaknesses of Wal-Mart’s Acquisition and Retention The main strength of Wal-Mart acquisition and retention strategies is that they improve company’s position on the market; they are customer-oriented and help Wal-Mart to expend internationally. Also, the management team of Wal-Mart takes into consideration that direct Investment involves sev ­eral distinct forms. Ranging from a sales/marketing subsidiary through to a fully operational manufacturing unit producing the same products as the domestic plant, investment includes product specific manufacturing units, plants producing components and facilities which simply assemble products in the end-user market (Davison, Smith, 2005). At the very beginning the strengths included high potential to growth and profitability of the company, and professional management team, customer loyalty and excellent service. It is targeted at the customers, which buy discounted and unpackaged goods from manufactures at extremely low prices (The Ever-Expanding Empire, 2004). For Wal-Mart, acquisition and retention strategies help to save millions of dollars on advertising and market penetration. Wal-Mart plans on a combination of forecasting and budgeting systems can only work if the future is going to be the same as the present or the past. Wal-Mart will succeed in redu ­cing costs in the next few years of the decade by international acquisition strategies. The main weaknesses include negative attitude of foreign competitors and strict government regulations restricted foreign ownership in some countries. For instance, in 2002 Wal-Mart’s attempts to buy Supermercados Amigo in Puerto Rico were blocked in order to prevent anti-competition policies and foreign dominance of Wal-Mart. Also, Wal-Mart has made attempts to acquire Ahold’s operations in Argentina, Brazil and Peru. Another weakness of Wal-Mart is comparatively low wages which increase dissatisfaction with its policies (Is Wal-Mart Good for America, 2004). This situation negatively affects company’s image and causes critics in press. Changes in legislation and international regulations can weaken Wal-Mart’s global presence and limits its acquisition plans. For instance, the end of 1990s was marked by the changes on the European market which altered many of the parameters of competition and thus enforced a period of reassessment and adaptation (Person of the Week, 2006). Recommendations Taking into account current acquisition and retention strategies and activities, the best collusions for Wal-Mart are planning for com ­petitiveness and are actively involved in re-investing profits in new critical assets. Wal-Mart may choose to concentrate on its core strengths and rationalize its portfolio, focus its activities on a particular geographic area or centre on a particular user segment. Wal-Mart, as a result of being able to adapt to changing competitive demands, is likely to survive in the long term. The changes can be incremental or major in their nature, but each type provides specific advantages to deliver customer satisfaction. It is possible to conclude that effective international and national marketing depends upon effective marketing system employed by a company. The company needs better management facilities outside the USA to control and monitor performance around the world. For Wal-Mart acquisition should be key market-entry strategy that entails purchasing multiple existing outlets in a foreign and domestic market. CRM (customer relationship management) can be seen as one of the main tool to improve current service and attract potential target audience. Maintenance of high standards is a key factor to improve customer service. References Bianco, A., Zellner, W. â€Å"Is Wal-Mart too powerful?† Business Week, October 6, 2003, p.5. The Big Secret Is Continue to Do What You Do Best. Daily Herald (Arlington Heights, IL), November 28, 2005, p. 3. Black Agenda Radio. Wal-Mart’s siege in Chicago. KPFK, October 09, 2006. Brown, R., St Quintin, R.E. Distribution Sector Faces Major Impact. The Birmingham Post (England), February 17, 2000, p. 41. Davison, J., Smith, S.E. (2005). â€Å"Wal-Mart Finds Dominance Harder to Achieve in Europe†. 2 Sept. Gartner Research. Available at: gartner.com/resources/ 130800/130826/walmart_finds_d.pdf The Ever-Expanding Empire; after Wal-Mart Chief Talks to Key Men in Europe He Has a Big Message for His Shareholders. The Evening Standard (London, England), May 27, 2004, p. 40. Is Wal-Mart Good for America? TV program Online Nov 16, 2004. Available at: http://www.pbs.org/wgbh/pages/frontline/shows/walmart/ 8.  Ã‚  Ã‚  Ã‚  Ã‚   Oliva, S.M. Price Check on Antitrust: WalMart’s Acquisition of Britain’s Safeway PLC. Capitalism Magazine. Available at: http://www.capmag.com/article.asp?ID=2394 Person of the Week. Braun and Dolores Hummel. ABC’s World News Tonight. Monday, October 09, 2006. RFID to Transform Real-Time Business across Industries; SAP Exec Says Technology Has a Big Future Business Impact. Manila Bulletin August 30, 2004, p. 4 Sell Your Product the Wal-Mart Way. Daily Herald (Arlington Heights, IL), September 13, 2004, p. 3. Wal Mart. 2005. May, 21. Available at: http://www.datamonitor.com/~e923bef8274740fc8a14e76a70d51687~/companies/company/?pid=8046847E-B325-4AF0-BC79-48100850E764 Watch Out Europe: Here Comes Wal-Mart. Business Week Online. June 28, 1999. Available at: http://www.businessweek.com/1999/99_26/b3635129.htm Wal-Mart Home Page. 2006. Available at: http://www.walmartstores.com/wmstore/wmstores/HomePage.jsp Wal-Mart’s Germany Exit Reflects on Its Market Entry Strategy. 2006. Gartner. Available at: http://www.gartner.com/DisplayDocument?doc_cd=142370   

Hunters in the Snow Character Analysis of Tub Essay

Being a man isn’t always easy, for most of their life they are taught to show no affection and to be tough in almost every situation. The tragedy of machismo is that a man is never quite man enough. â€Å"Hunters in the Snow†, by Tobias Wolff, three hunting buddies, Frank, Tub and Kenny, set out on a hunting trip together as they have done for years. Tub, who is over-weight, self-conscious and a good friend, shows some of his weaknesses, strengths and hardships that are sometimes placed on men in different situations. The protagonist, over-weight, Tub and his two hunting buddies, Frank and Kenny take off early one morning to the snowy mountains for a deer hunt. When they arrive and begin heading to the woods they near a creek so they sit down for a little morning snack. Kenny and Frank almost immediately start to pick on Tub as soon as he pulls out a hard-boiled egg and a stick of celery to eat. Kenny states to Tub, â€Å"‘You still on that diet?’ He winks at Frank. ‘What do you think? You think I like hard-boiled eggs?’† stated Tub (Wolff 30). Tub is in denial about his impulsive eating problem, telling them that it is his glands and tries to hide it from them until Frank confines in him about his 15 year old babysitter love affair he is having on his wife. A person being picked on can only take so much until they usually snap or make an impulsive move, the same way that Tub impulsively eats food. After being picked on Tub felt threatened and made an impulsive move by accident. Kenny starts shooting the fence post, a tree, kills a dog and then turns the rifle at Tub saying, â€Å"’ I hate you.’†(33). Tub in fear shoots from the side, shooting Kenny first. Tub and Frank get Kenny in the truck to take to the hospital 50 miles away. Once Tub and Frank begin to drive Kenny to the hospital Frank begins to confine in Tub about his love affair and even though Frank is in the wrong, Tub understands where Frank is coming and doesn’t judge him and instead tells Frank, â€Å"’Frank, when you’ve got a friend it means you’ve always got someone on your side, no matter what. That’s the way I feel about it’† (39). Despite how manly Tub is supposed to be as a man, the two men have this special bond together and they show it. Tub then tells Frank, ‘†When I said that about my glands, that wasn’t true. The truth is I just shovel it in’† (40). Regardless being made fun of or picked on about Tub’s weight and clumsiness, Tub is yet a good listener and a great friend. Ironically, at the end of the story the two guys, Tub and Frank, are bonding and supporting each other at the diner they stop at to get warmed up before the hospital, even though their other friend Kenny is in the back of the truck dying. Frank tells Kenny, â€Å"’It wouldn’t hurt so much if you just stayed put. Now we’re going to the hospital. Got that? Say it—I’m going to the hospital’† (39). Once they leave the diner and are headed back towards the hospital, Tub turns back to Frank, â€Å"’I just pulled a real boner,† he said. What’s that? I left the directions on the table back there’† (39). A man having to be tough and to show no affection can sometimes take a toll on their physical self being, yet they can also still be somewhat sensitive to others emotions and feelings. In this short story by Tobias Wolff, â€Å"Hunters in the Snow†, Tub shows some situations of strength, weaknesses and hardships men endure as a friend or buddy.

Book Review on Emotional Survival for Law Enforcement Essay

Emotional Survival for Law Enforcement by Kevin M. Gilmartin, Ph. D. is a book that seeks to inform and instruct those seeking to be in law enforcement, law enforcement professionals and their families of the realities of a career in law enforcement- professionally and personally. And how to best prepare for emotional survival of â€Å"on-duty and off-duty† life. It also compares and contrasts what happens to officers at the beginning of this journey and what typical happens to officers overtime; focusing mainly on what happens to officers that don’t know the techniques of emotional survival. Though it does give some examples of officers who have emotional survival skills, it focuses on exemplifying the officers whose lives suffer from the lack of these skills and what great detriment it causes. Gilmartin begins by describing the early years of one’s law enforcement career. How typically- idealistic, enthusiastic and driven rookie officers are. And how quickly this world can change from positive to cynical and emotionally charged. How these long term behaviors if uncorrected, exacerbate, leading to mental and physical changes. Gilmartin uses personal experiences and stories to relate the topics addressed in this book, in a way that of? cers can readily see some of the same characteristics in themselves. Gilmartin also discusses psychological changes officers endure that can be caused by frequent exposure to horrific events. The most important definition made by Gilmartin describing officers on and off-duty is Hypervigilance; â€Å"the necessary manner of viewing the world from a threat-based perspective, having the mindset to see events unfolding as potentially hazardous. † (Gilmartin Pg. 5) According to Gilmartin this- â€Å"permits the on-duty of? cer to develop a subjective state of increased alertness/awareness of his/her surroundings required for maximum of? cer safety. † (Gilmartin Pg. 36) Gilmartin elaborates on his term of â€Å"Hypervigilance† and how it becomes problematic when he introduces the concept theory of the â€Å"Hypervigilant Biological Rollercoaster. † Stating that the on-duty of? cer is â€Å"alert, alive, energetic, quick–thinking, involved and humorous,† And the off-duty of? cer is â€Å"tired, isolated, detached, apathetic and angry. (Gilmartin Pgs. 48-50) Gilmartin goes on to illustrate; If law enforcement of? cers want to survive emotionally, they must examine their on-duty and off-duty life. Taking control of the events in their lives they can control and survive and move on from the events they cannot control. Gilmartin describes how officers can become equipped professionals of emotional survival on and off-duty. On-Duty; knowing as an officer there are only three things you can control; integrity, professionalism, and how well you do the job you are assigned to do. Off duty; proactive goal setting (outside of police work), exercise, and developing and nurturing other roles in life besides the hypervigilant police role; enabling of? cers to manage their lifestyle healthy. I believe this encapsulates Gilmartin’s books main points and demonstrates his goal; to help keep law enforcement officers healthy, by providing skill sets physically and emotionally, to survive the career. By not losing all of ones identity to just being a cop, while remaining committed, engaged and productive on and off-duty. Now I would like to analyze Gilmartin’s books strengths and weaknesses. This work is well organized, written and easily read. To the point that I believe that it would keep anyone engaged no matter if the reader was part of the intended target audience. For audience the book does target, I believe it clearly demonstrates the internal and external assaults officers will experience both personally and organizationally. And how officers can train themselves to perceive and act as a victim in everything they do and in every way they think. Or how they can emotionally survive these assaults by balancing their identity and by acquiring healthy outlets to be proactive and engaged in personal affairs. This is clearly demonstrated by various case study examples throughout the book. Examples of officers that fall directly in line with Gilmartin’s Hypervigilant Biological Rollercoaster theory and how some of these studies show the result of an officers application of emotional survival. This is what makes the book so strong. Gilmartin’s ability to give validity to his concepts by comparing and contrasting officer action and reaction of similar situations. Then applying his theory of those who fall victim to the Hypervigilant Biological Rollercoaster, have the victim mentality and the unbalanced identification with solely being a cop. To those officers that display emotional survival techniques. By doing this Gilmartin shows clear distinction; drastic outcomes of similar situations. Reinforcing the importance of acquiring emotional coping tools and exemplifying the devastation in an officer’s life lacking these skills. The weaknesses I encountered in this book where; little if any emphasis was placed on teaching of? cers how to avoid the other dangers they will ultimately face. Mainly focusing on the Hypervigilant cycle of officers and their loss of identity. I would have liked Gilmartin to explain how an officer handles a tough situation in the matter of life or death. And I would have liked Gilmartin to have more than one chapter that focused on the emotional survival of law enforcement personnel. I believe it leaves the targeted audience waiting and wanting more instruction on how to become an emotional survival. Lastly I would have loved to have understood the compilation of data retrieved by Gilmartin. Discovering how he came up with his concepts and theories. Over what period time did he construct these particular studies and how many agencies did he work with to compile this data? What where the percentages of officers that suffered from a lack of emotional survival skills to those that had these skills? What percentages of officers fell in the middle? I believe knowing the quantitative component to this research would have further qualified his findings. Overall this book was fantastic. I believe this book will help those interested in law enforcement as well as of? cers and their families. I believe this book can help plot a path through a dif? cult journey in a law enforcement career. Helping sustain relationships, families and positive professional attitudes. Though I hoped for some addition information in this book it does not lack in quality or clarity of its messages. It is a strong book and I would recommend it to anyone interested in law enforcement, anyone currently in law enforcement, family members of law enforcement personnel and those who have been in law enforcement. I believe the goal of this book is to provide officers the information of how to recognize the deterioration of core values (personally and professionally) and what can take place in their lives if gone uncorrected. Then provides specific strategies that can be utilized to reduce the negative emotional and physical impact of a law enforcement career. I believe the book succeeds in doing this.

ELECTROPHORESIS Essay Example | Topics and Well Written Essays - 1500 words

ELECTROPHORESIS - Essay Example These are size, voltage, supporting media and buffer (electrolyte). Smaller molecules travel faster than larger molecules while high voltages cause faster migration than lower voltages. However, there is a limit to the voltage that can be used as very high voltages cause the gel to melt and affect resolution. Various solid supports have varying pore sizes and sieving properties thereby affecting the rate of mobility. The lower the strength of the gel the bigger the pore size and vice versa. The buffer, which is a function of pH, also affects mobility and separation. Therefore, the success of the procedure depends on the correct choice of buffer. There are two main forms of electrophoresis namely moving boundary electrophoresis and zonal methods (Holme and Peck 1998, p. 133). The moving boundary method uses a U-tube that contains the analyte in the lower portion of the U while the arms contain the buffer. An electric potential is directed to the buffer and the movement of the boundary with time matches the velocity of migration of the analyte. The most common application of the moving-boundary electrophoresis is during the investigation of the physical traits of molecules as well as in large preparative processes. Conversely, zonal techniques involve the application of the analyte on a large area of supporting medium. They are named according to the supporting medium used and include the various types of gel electrophoresis (agarose gel, SDS-PAGE etc), capillary electrophoresis, affinity electrophoresis, and immunoelectrophoresis (Gault and McClenaghan 2008, p. 169). They are often employed in the separation of proteins cont ained in serum and urine, haemoglobin, isoenzymes, and nucleic acids. Electrophoretic equipment may vary in appearance, but all of them retain a common basic design that includes a tank, supporting media, an electrolyte compartment, electrodes, a stable supply of voltage, and safety gadgets. A cover is often included to minimize

US foreign policy during the Iraq Iran war Essay

US foreign policy during the Iraq Iran war - Essay Example The foreign policy of America is very influential to the world since it is the only super power left. The US foreign policy towards Iraq was illegitimate since it contravened the procedures and justifications provided by the United Nation’s charter. The UN charter stipulates clearly the procedures that should be followed by a country to perpetrate coercion or violence to another state. The UN charter is the only legitimate basis that a country can use to attack another sovereign state since it has been reached through consensus by the member states forming the United Nations. The United States of America acted in total disregard of this charter and used its influence in the world to attack the regime of Saddam Hussein, condemning it of threatening the world peace. Iraq was supported by America during its war with Iran; it was assisted both financially and technologically. The US supported Saddam despite the fact that it knew that it was Iraq that had invaded Iran as a result o f border disputes which had been in existence for several years. The US used its foreign policies in an attempt to solve the crisis but was biased since it decided to support one side.The war was also as a result of suspicions of Shia insurgency which was influenced largely by the revolution in Iran. The United States of America supported the Iraq government and as a result about half a million people died comprising soldiers from both countries and civilians too. A lot of economic loss was also lost, the US which was supposed to use its foreign policies to enable it to effectively play the role of big brother to help the two countries resolve their differences, instead took sides in the war which only made matters worse. In fact, before the war began, American president, Carter, gave Saddam Hussein and his government the much needed green light for him to invade Iran. Zbigniew Brzezinski, the United States national security advisor met the Iraq president in Jordan so as to discuss how the two nations can join their efforts to oppose Iran on the issue of the border disputes which was the main contentious issue between the Iranians and the Iraqis (Gerber, Para 7-8). Brzezinski recommended in a memorandum, the destabilization of Iran by the US government by use of the surrounding countries. Although, the government of the united states of America denied any involvement in the Iraq-Iran war in the early 1980s, a few months before Iraq invaded Iran the US security advisor indicated that US was willing to work with Iraq. Just two months before Saddam Hussein invaded Iran, Brzezinski assured him that US was fully behind the Iraq government and that US was not opposed to the separation of the Khuzestan which was part of Iran. In this case the united states used their influence to attack Iran through Iraq and thus its foreign policies could not be said to be for the welfare of the world but for the good of the Americans and their allies and thus if a country is opposed to the opinion of the united states of America like Iran was in the 1980 war then it might be attacked either directly or through its neighbors by the US government (Gerber, Para 5). By the end of the US sponsored war both Iraq and Iran were devastated both economically and politically. The two countries had lost a lot of property and thousands of lives. Had the US kept off the war could not have reached such high magnitudes and thus such losses could have minimal. The US foreign policy in Iraq during the Iraq Iran war was favorable to the Iraqis but very unfavorable to the Iranians (Hiltermann, pp 180). US foreign policy during the 2003 Iraq war Things later changed when the regime of Saddam Hussein was blamed by the American government to threaten the world peace by manufacturing weapons of mass destruction. Again the