CRM tactics and outlets include, but are not limited to, direct mailings, emails, advertisements, surveys, automated service channels (ex. Internet access, phone and voice recognition programs), transaction kiosks (Sun, 2006, p. 594), opinion polls, incentive based activities, reward and loyalty systems, preferred customer packages, warranty programs, and press conferences (Venkatesan, Kumar, & Bohling, 2007; Fletcher, 2003; Boulding et al, 2005). Many of the programs listed above are often used in conjunction with another, and practiced by virtually every department within an organization (West, 2001; Khalifa & Shenn, 2009; Tanner et al, 2005; Fletcher, 2003). CRM functions may be operator-based services (such as call center and mailings), self-service (leaflets, ATMs) (Sun, 2006), based entirely online via eCRM (web pages, access to forms, information) (Horn, Feinberg, & Salvendy, 2005), or include all of the above, depending upon the budget and access allotted from an organization for CRM development. The CRM programs themselves are either created through in-house departments (IT, marketing), outsourced through hired consultants, or purchase program packets for implementation (Sun, 2006).” – Jabaree Dunham-Carson, 2015
The majority of workers fit into two categories: those who are comfortable with technology and those who are not. Unless the business is technology specific, chances are both kinds of employees are working within your company. When designing company projects, this needs to be considered.
According to the Ivey Business Journal, it is not simply having advanced technology that leads a business to success. “Firm performance critically depends on how these technologies are implemented. (It) requires, among other things, a human resource strategy to develop the necessary worker skills and engage them in the process.” Unless team members know how to operate the technologies they are using, those technologies can inversely slow down production for your company.
Many companies pay for their employees to attend IT classes. These range from introductory technology classes, code writing courses, and IT project management programs. This should be determined by employee’s current skill level and the needs of the company. By ensuring employees have the opportunity to familiarize themselves with current technologies; each employee will feel more comfortable working with additional software and hardware. As a result, employees will be more likely to contribute to company projects. Some universities even offer discounts to employers if a certain number of employees attend a class.
By providing employees with an Ultrabook instead of a desktop, workers have the added benefit of portability and this option is surprisingly affordable. The ability to use Wi-Fi encourages employees to work even while they are on the go. This is not an option for all industries, such as those that handle classified or confidential data, but having the best technologies allows for creativity to flow without frustration. (Mah, 2013)
To support infrastructure, companies should have their own Wi-Fi network. When every employee is on the same network, the accounting department can talk directly to the advertising department, who can speak directly to the technology team who can speak directly to management. This level of communication transparency not only enables the free flow of ideas, it also lets each employee know they are part of a team. This type of cohesion should not be understated. Research has shown that when employees feel important within their company, they work harder and take fewer days off. (Hill & Fouts, 2005)
Many people are uncomfortable with processes that involve change. If technological updates are new for your company, there are ways to ease employee stress. Following a participative leadership approach allows employees to become more committed to the organization and its goals. This approach involves collecting input from all employees. Supervisors still have ultimate decision-making power, but the input of employees is taken into account. (changingminds.org, 2015)
Each employee is a vital gear in the corporate cog mechanism. By taking extra steps to ensure that employees have the appropriate skill sets, which will, in turn, give them stability, the process of instituting and/or updating technology in the workplace will be something they look forward to instead of loathing. The adage goes “you are only as strong as your weakest link.” If you want your team to be the best, make sure each link is strengthened so they can achieve their maximum potential.
You can purchase “Quaker Perspectives in Higher Education” at the following location:
Full Media Services is proud to announce the release of “Quaker Perspectives in Higher Education”, a publication in partnership with Friends Association for Higher Education.
Quaker Perspectives in Higher Education is composed of articles drawn from the first fourteen issues of Quaker Higher Education (QHE), FAHE’s biannual, scholarly journal, which the association launched in 2007. Initiated as a vehicle for promoting communication among Quaker scholars, QHE has become a popular venue for sharing many of the finest papers and write-ups of presentations from the annual FAHE conference, products that previously too often disappeared following each conference’s conclusion. It also solicits articles addressing a wide variety of topics and issues of interest to Friends. QHE is published in April and November of each year.
This book is the first in a planned series sponsored by Friends Association for Higher Education. Each volume in the series will focus on Quaker contributions to a specific academic discipline, such as history or economics, or to a broader academic area, such as the humanities or sciences. There will also be occasional volumes addressing Quaker academicians’ contributions to important concerns such as peacemaking, commerce and environmental stewardship. While numerous texts and journals have explored the lives and works of Friends who are academicians – for example Rufus Jones, Howard and Anna Brinton, Kenneth and Elise Boulding and many others – collective Quaker contributions within the various academic disciplines have been largely ignored. This series will address that gap.
Royalties from Quaker Perspectives in Higher Education, and all other books in the Friends Association for Higher Education series, will accrue to FAHE to support the association’s ongoing publishing efforts.
Interconnected in the 21st Century, the first edition of Conversations in Communication, is a series of publications which started as a project at the University of Hartford’s School of Communication. The goal of the series is to tackle major themes in the field of Communication and offer new perspectives on each theme. This collection of essays examines: corporate communication, branding strategies, cultural communication, strategic communication and emerging social media systems.
The first five essays offer insights into topics touched by others in the communication field. The collection ends with an original research study which looks at interconnectivity and the impact it has had on the communication industry.
For individuals within the communication industry, Conversations in Communication offers a new take on topics or themes that already engage you. For individuals working in other areas, the essays offer entries to this rich field of study.
About the Authors:
Phil is the owner of Full Media Services, an agency dedicated to media, marketing and publishing services. He currently sits on the board of INTO, a non-profit, 501(c)3 organization based out of Oberlin, Ohio, and Ecuador. INTO’s mission is: “To enable the underprivileged to generate change and opportunity for themselves through trade and education.” Phil holds a Bachelor’s degree in Media Arts and Visual Communication Design from the University of Hartford. He also holds a Master’s degree in Communication from the University of Hartford. He currently resides in Longmeadow, Massachusetts, with his wife, Lauren. You can find out more about Phil here.
Donn Weinholtz (Editor)
Professor Donn Weinholtz teaches a range of courses within the Doctoral Program in Educational Leadership, including; Professional Ethics, Foundations of Higher Education, Introductory Statistics, and Qualitative Research Methods. He also supervises doctoral dissertations. Within the University’s All-University Curriculum, he teaches an undergraduate leadership course, as well as Americans Studies courses focusing on the United States from 1865 until the present. Weinholtz is interested in all aspects of higher education administration. He is also interested in servant leadership (participative or facilitative) and is increasingly engaged in scholarship regarding Quaker leadership approaches. You can find out more about Donn here.
Dr. Susan Grantham (Co-Author)
Susan Grantham earned her Ph.D. at the University of Florida after working in the public relations field for 15 years. An associate professor, she teaches public relations courses at the undergraduate level including introduction to public relations, public relations cases and public relations campaigns. In the campaigns class students work with a variety of local clients to develop and implement strategic campaigns. Previous clients have included Make a Wish, Mass Mutual Insurance, National Kidney Foundation, and the YMCA. At the graduate level, Professor Grantham teaches courses in integrated marketing communication techniques and management as well as strategic public relations practices. In addition to her teaching responsibilities, she conducts research in risk assessment in order to improve public relations activities and in the area of public relations accountability. She also serves as the faculty advisor to the PRSSA chapter and as the Graduate Program Director in the School of Communication. You can find out more about Susan here.
You can purchase Conversations in Communication at the following locations:
Full Media Services is proud to announce the publication of several websites.
Journal of Holistic Health is published in partnership with Doug Dix, Ph.D. “The Journal of Holistic Health seeks to bring all people together to live as one family in harmony with nature by publishing the truth without borders or ulterior motives and inviting all to love it and each other. It seeks to proclaim, in other words, what is relevant and instruct on how to live accordingly, or, in older, more eloquent words, to inspire love of truth above all and others as self.”
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Donn Weinholtz is Professor and Director of the Doctoral Program in Educational Leadership at the University of Hartford, where much of his time is spent supervising doctoral dissertations and teaching graduate courses in professional ethics, introductory statistics, and qualitative research methods.