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APPLICATION OF CUSTOMER RELATIONSHIP MANAGEMENT STRATEGY (CRM) IN DIFFERENT BUSINESS AREAS UDC Boris Milovic
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1 FACTA UNIVERSITATIS Series: Economics and Organization Vol. 9, N o 3, 2012, pp Review paper APPLICATION OF CUSTOMER RELATIONSHIP MANAGEMENT STRATEGY (CRM) IN DIFFERENT BUSINESS AREAS UDC Boris Milovic Faculty of Economics Subotica, University of Novi Sad, Serbia Abstract. Customer Relationship Management is a business strategy that is based on the philosophy of "customer is king", ie. customer is put in the central place. This philosophy, with the development of information technologies in past twenty years, has experienced a change. Today it can be said that customer is a modern dictator, according to whom the company always adjusts its business due to the greater availability of information, stronger market competition, and growing negotiating skills of customers in sales process. The most important task of organization is satisfying a client's needs, which ultimately means their long-term value to the organization. This paper describes the application of CRM strategies in several industries. Large and small organizations today evaluate the quality of customer services, customer loyalty, identify customers that are less sensitive to price changes and recognize that attracting new customers is more expensive than retaining the existing ones. Key Words: customer relationship management, business strategy, hotel industry, agriculture, banks, insurance, education, healthcare. INTRODUCTION Customer relationship management (CRM) is a strategy that enables organizations to reduce costs, increase profitability and strengthen loyalty of their customers. CRM collects information based on all data sources within the organization (and when it is possible, beyond organization) and represents a holistic insight on every customer in real time. The abbreviation CRM is frequently mentioned as the almighty solution for problems regarding customer relations, and at the same time it is common that CRM projects fail very often: if CRM is observed as any other tool, its value depends only on the way it is being used. In the first place, there is the importance of CRM strategy that actually defines what we Received July 17, 2012 / Accepted September 03, 2012 Corresponding author: Milovic Boris Faculty of Economics Subotica, Segedinski put 9-11, Subotica, Serbia Tel:
2 342 B. MILOVIC sell and who we sell it to, how to create value for customer, how to transfer information to the customers, and how to sell what is being sold. If the CRM strategy is well defined, so that it can describe in a simple, pragmatic and understandable way, how the organization achieves competitive advantage on the market, there is a great chance that the implementation of CRM system in business and technological terms is not just helping the organization to achieve competitive advantage, but also secure that advantage in the long term. monitor the success Vision Information IT support Strategy Processes Knowing the customer Organizational culture Fig. 1. CRM cycle The emergence of CRM strategy as a management approach is the result of several important trends that characterize contemporary society. This includes [1]: A shift in business focus from transactional to relationship marketing; Understanding that customers are business associates, not just commercial audience; Transitions in the structuring of the organization at the strategic level, from functions to processes; Recognition of the advantages of using information proactively rather than only reactively; Greater use of technology in the management and the maximum value of information; Accepting the need to balance the delivery and extraction of customer value; Development of "one to one" marketing approach. The definitions are consistent in their assessment that a CRM strategy is oriented to the customer. This strategy includes analysis, planning and control, initiation, stabilizing,
3 Application of Customer Relationship Management Strategy (CRM) in Different Business Areas 343 curing and reviving relations with customers. A key feature of the concept of management is the systematic identification of profitable customer segments and development of differential marketing, sales and service concept. Development of good relations with customers is the basis of business success. There are many technological solutions for CRM, but to think of CRM just in technological terms is a mistake. CRM is primarily a business strategy or set of processes, people and technology used by the companies to successfully attract and retain customers for the maximization of growth and profit of the organization. Each sector of the economy and industry, non-profit organizations and government institutions use CRM benefits in work with its customers or clients. Different CRM strategies, depending on one or the other economic sector, are often different, and they are in connection with products and services offered to customers [2]. CRM has become available and necessary with the development of electronic commerce, and it is supported by web applications and the rapid growth of the Internet. What is the approach to manage and develop CRM (gradually or all at once, internal development or purchase of "World" solutions, etc.); to what extent technology purchase solves the implementation of CRM strategy; what customer information must be known and collected; what knowledge must be developed within the organization; how to measure the effectiveness of implementation; where to begin from the customer's needs, internal processes or technology these are all issues that are constantly imposed. Organizations face different levels of implementation barriers. The reason for this is the circumstances that vary from organization to organization [3]. Although some organizations are faced with more problems than others, leadership and management can reach the basic ideas and motivation to keep the CRM implementation process going and provide tangible benefits to the organization. A good CRM solution, with close relationships with customers, brings the possibility of early recognition of new customers and their specific requirements and in this way they can be satisfied faster than the competition. In this way, an efficient CRM provides leadership in quality of products while at the same time it improves the customer satisfaction and their readiness to purchase superior products. By combining appropriate software with analytical tools, CRM helps [4] the organization to integrate customer data from various sources, and to conduct deep analysis and gain comprehensive view on relations between the organization and customers. A typical organization tends toward finding solutions that will solve all known and unknown problems. In order to be more pragmatic, it is more likely to start from the processes that are essential for the organization, then choose and define those that are not possible to adopt at the beginning. According to the areas that they cover, processes can be divided as follows: Table 1. Division of processes based on the area that they cover Sales Marketing Support Account Management, Contact Management, Activity Management Lead Management Campaign Management Case Management Opportunity Management Marketing Budgeting Service Management Product Portfolio Management Pipeline and Forecast and Costing Campaign Response Management Resource Management Knowledge Base
4 344 B. MILOVIC All three areas have account, activity and contact management in common. These common areas are at the same time the foundation of business processes integration in different departments. Organizations can get complete information about all clients' activities, regardless of the department. USE OF CRM STRATEGY IN HOTEL INDUSTRY The use of CRM strategy means different things for organizations in the hotel sector. In positioning on the market, hotels need to compete and develop their brand in order to attract and retain guests, and this requires flexibility of software capacities with the goal to respond to the requests in competitive market and changing conditions in industry. CRM for hotels puts the customer in the center of business processes, the customer who is a part of living processes through which the company gains big competitive advantage. CRM allows efficient and measurable attracting of new guests and promotes loyalty and satisfaction. Besides the fact that CRM increases satisfaction and guest retention, the most common benefits of CRM implementation in the hotel industry are [5]: marketing and process integration in hotel business, planning and organizing of target campaigns, attracting new and retaining current loyal guests, transparent reporting, improving efficiency based on sales and relations marketing, reducing costs of marketing and sales, improving business processes and productivity, recording of all contacts with guests in any segment, ability to define the type and segment contacts, historical records of interactions with each guest, open access and consistent exchange of information within the organization, competition analysis and entering new markets. Short-term ROI is hardly measurable in money and immediate benefits tie the organization for customer oriented strategy. The benefits of CRM program and ROI should not be mixed. It is very important to determine performance measures in the early stages of CRM project, or even better, before the project starts, to gain a clear insight in the success of CRM project. A hotel cannot afford costs of non-investing in CRM system. It may save the money, however, the competition will take over the market by implementing CRM and it will get a big competitive advantage. Therefore, CRM approach becomes a necessity in order for the organization to survive in the hotel industry. The use of CRM software for hotels must be a valuable asset that enables adjustment of special programs, promotions and services for guests. By staying in touch with its guests, the hotel can gain better understanding of their preferences. The acquisition of information also has a great value in determining the accommodation for specific tourist groups or individual guests. CRM tools allow targeting of specific guests or tourist groups. Differentiation between individuals allows customizable approach to marketing efforts, and data and those efforts can overlap in a goal of correlated approach. CRM program for hotels is mostly used to collect information about guests and then that information is being used for advertising towards a specific type of guests based on the transac-
5 Application of Customer Relationship Management Strategy (CRM) in Different Business Areas 345 tions and loyalty. The use of interactive reporting tools provides an insight into the hotel's operation. Matching marketing materials and guest information with specific tools can make a big difference on impact that advertising material has on the guest. Long-term results of CRM implementation on guest satisfaction show that the implementation in the form of gathering information for the personalization of services, using marketing plans directed at individual guests, improving services and support for guests and using IT to provide more services in the hotel, increases guest satisfaction, loyalty and their retention leading to increased profitability and maximizing returns. USE OF CRM STRATEGY IN BANKING AND INSURANCE SECTORS Due to the highly competitive market in the banking sector, it is very difficult for banks to differentiate themselves from the competition because the services that they offer are very similar, which leaves the customer interaction as a way to distinguish the bank from the competition and the same goes for insurance companies. Customers usually choose a bank based on its location or how close it is to the customer's home or work place. Competitive pressure and dynamic market have contributed to the development of CRM in the financial sector. CRM solutions for Banking provide multi-channel communication with customers in a consistent and efficient manner. This distinguishes the bank from its competitors and provides the most efficient data collection, unified view of each client, enhanced decisionmaking, product design and sales. Together this allows banks to know their clients and to make the most efficient use of customer interactions across multiple channels. CRM solution also allows the increase of revenue through customized sales and customer service interactions, which allows banks to respond to new customers, products and markets faster and easier. CRM will improve customer satisfaction and enable a better organization for banks with high quality services, better analytics, segmentation and targeting. All these results will not be achieved simply by purchasing and implementing CRM solutions. For the CRM to be truly effective, the organization must first decide what kind of customer information they want to collect, and what to do with that information [6]. Bank managers have realized that customers have different economic value for them, and they adapt their offer and communication strategy accordingly [7]. Successfully implemented, CRM system brings many benefits to the bank such as quick and easy customer information collection and storage, analyzing profitability, assisting in marketing efforts, acquisition of new customers, relationship management, client retention rate increase, cross selling, etc. CRM solution needs to ensure that the marketing campaigns of banks are appropriately personalized and targeted towards the most appropriate segments of potential clients. This optimizes marketing efforts and results in a higher level of acquisition of new clients. The solution provides a comprehensive preview of the clients, enabling access to all points of interaction that a client has with the bank. CRM solution also automates business processes and business activities, and therefore eliminates manual tasks resulting in reduction of error possibilities and process time. In order to go a step further in enhancing the sales and services, banks are focusing on the development, implementation and integration of their channels quickly and efficiently.
6 346 B. MILOVIC With the use of CRM solutions banks tend to reach the following three objectives [8]: improved and consistent service based on a thorough review of clients; increased income through the adoption of new products, increased profitability through lower costs of product development and services. The insurance sector is one of those sectors where the financial institution has a special relationship with its customers, and data warehousing and CRM solutions offer significant benefits to the organization that uses them. Some of them are [2]: Determining the price of the product. This allows the organization to indicate the most important factors that will be taken into account with the policy of defining the insurance price, and questions who is going to be insured and by what price. The impact of price change. With the estimation of impact of the proposed price for each customer in determining the level of insurance premiums by the insurance commission and with communication with each customer in particular, customer retention can be improved even after the increase of insurance premiums. Reserves. Deciding on the level of reserves required to be held for liquidity and to cover possible losses. Reduced number of frauds. Identifying patterns of fraud can reduce fraudulent insurance claims. Identification of services. To control costs, improve customer satisfaction and reduce repeating violations in data warehouse, low cost and high quality service can be identified. Analysis and geographic clustering of risk. Natural disasters - hurricanes, earthquakes, tornadoes and the like can be analyzed as a risk to be effectively sold through reinsurance, and to prevent catastrophic losses due to an event. Analysis of an agent's insurance sales. Based on productivity of product and sales, the organization can monitor the work of its agents. CRM solution for banking/insurance puts customers at the centre of the organizational focus in order to respond to their needs, to give them satisfaction and thus to maximize the profit of the organization. The use of the existing information available in the CRM organization helps improve client relationships. CRM software for banks aims to improve customer profitability and to place the bank in front of the competition by helping them study customer activity and to meet customer needs with the help of CRM solution for Banking and Insurance [9]. USE OF CRM STRATEGY IN HEALTHCARE Corporate image, patient satisfaction and loyalty can help health care organizations to compete in a highly competitive environment [10]. CRM system plays an important role in hospitals. It enables the following [11]: Optimization of revenue and improvement of patient health, relationships and loyalty; Enables greater return on investment ROI, and that seems to be the perfect solution for big problems in health care; Essentially a cost-effective approach in order to maintain a long term relationships with patients; Increasing transparency of costs and resource allocation within the hospital;
7 Application of Customer Relationship Management Strategy (CRM) in Different Business Areas 347 Mapping documents in the treatment of patients is a major area of cost reduction that allows CRM systems to effectively manage hospitals; Reduce costs associated with the patients not attending or canceling appointments. In addition, CRM systems provide great help in the management of hospitals and patients dealing with complaints. Another role could be a contribution in educating patients about their health status and how to cope with their illnesses. Moreover, CRM systems are seen as an effective tool for predicting future needs of patients. CRM healthcare services include [12]: strategic planning, communications services, consulting services, customer relationship management for physicians, campaign management, database construction, intuitive segmentation, communication strategies. CRM for the health sector provides sales, marketing and customer service requirements to the largest health care organizations. CRM helps organizations to predict business flows and to increase the efficiency of the existing sales through excellent customer approaches. It facilitates sales in a manner where it allows the sharing of information between the sales teams, increases and maintains the existing sales and ultimately provides excellent support during and after the sale. Additionally, CRM helps healthcare organizations to plan and implement sales campaigns and medical management. CRM software for healthcare increases the efficiency of all centers. It also helps in medical management initiatives, and facilitates the collation of information relating to doctors, hospitals and additional medical services. Besides that, it maintains secure and comprehensive information on physician profiles that can be used by sales and marketing departments. Effective CRM systems integrate personal data records of patients with the data from healthcare organization to provide the system with the ability to manage activities related to patient care, costs and benefits, and to allow patients to have a better online access in order to improve the management of their health. The benefits of this approach include [13]: Ability to analyze performances of routine processes (admission, discharge, recommendation, transition) over time with a goal to eliminate unnecessary steps and improve patient satisfaction; Developing customizable workflows to automate the activities of coordinating care for patients between organizations, which can lead to improved outcomes for patients, increased operating efficiency and reduced costs; Proactively manage patients with chronicle diseases to educate them on how to treat their disease; Ability to improve coordination of care and to reduce the risk of patients readmission to hospital; Cost reduction by strengthening system and pooling resources to obtain economies of scale, improved use of appropriate health resources and understanding of the costs of treatment with the goal of managing the business plans; Preventing medical errors and facilitating the integration of CRM data with medical history and clinical data; Designing marketing campaigns that target specific types of patients by combining scientific knowledge with analytics and feedback mechanisms. The use of CRM solution tools enables organizations to narrow the targeted audience and to reach out to patients who are cost effective and particularly in need of service [14]. CRM solution in addition contains tools to assess the effectiveness so that marketing as-
8 348 B. MILOVIC sessment can be determined and the return on investment measured with precision. CRM systems, once integrated, usually provide a quick ROI and help health institutions to effectively develop, manage, measure the strength of its sales and marketing strategy with a goal to increase sales. USE OF CRM STRATEGY IN HIGHER EDUCATION CRM solutions for higher education institutions make a fast, flexible and affordable solution that delivers a higher level of efficiency with tools that can help the university management to manage the daily activities and make well informed decisions. On the one hand, higher education CRM provides a clear and complete picture of each individual user (student) and all the activities the user performs within the institution. On the other hand, CRM allows students to carry out interactions with the university as a separate entity by providing a clear understanding of its statute within the organization. For students this includes information on enrollment, registration, financial aid, student accounts and accommodation [15]. Students are categorized as primary beneficiaries of education and therefore should be viewed as customers [16]. The emphasis on continuous improvement is critical to the sustainability of high quality services which an educational institution provides to students. Seen from the perspective of CRM, the concept of student life cycle can be displayed in the stages through which the student passes when considering and using the services of the educational institution, in order to form a student life cycle. The phases through which students pass during their life cycle are as follows [17]: Prospect a student who could be a potential candidate for the school; Candidate a potential student who is in the process of gathering information and forming an opinion about the school; Applicant a student who decided to enroll in the institution; Accepted student a student whom the school has decided to accept; Enrolled student the stage where the student becomes a part of the institution; Alumni at this stage, students are satisfied with their academic experience creating long-term loyalty to their school. CRM provides universities with the ability to effectively manage their students during their entire life cycle. Relationship management strategy helps focusing IT resources to students' requests, which often alleviates the shortcomings in the use of ICT such as the lack of response to the academic and business needs, inefficient use of IT resources, the inability to effectively and quickly apply new technologies. CRM centralizes the management of student records such as attendance, curriculum, discipline, and extracurricular activities in order to provide a complete overview of each student. Therefore review of the student data and review of the teachers' performance can be used to respond to potential issues before they become problems. CRM also automates processes and communication in order to reduce administrative tasks and to simultaneously ensure that student privacy is protected. Advantages of CRM in the educational progress are increased efficiency of campaigns and intermediation, increased average amount of donations, increased customer satisfaction, reduced costs of campaigns and increased alumni participation. CRM allows [18]
9 Application of Customer Relationship Management Strategy (CRM) in Different Business Areas 349 faster access to information, the existence of quality data, better attraction of potential students, better informed students, greater student retention rates, improved management of resources. CRM technological tools available in the field of education make it possible to exploit the potential of databases, data mining systems and technology interactions in order to collect and store large amounts of information about the characteristics and behaviors of students, create knowledge about them, and enable the availability of its teaching staff so that they could still improve students' learning process based on this knowledge [19]. CRM solution for higher education combines people, processes and technology within the organization and it increases productivity and efficiency of schools, as well as helps to lead the organization forward. In a dynamic and competitive environment in which they are, the future success of higher education institutions is based on the ability to differentiate themselves from competitors and build up a significant relationship not only with current students, but also with potential ones. To achieve this, full potential of the internal systems must be used through the integration and use of CRM that provides easy access to the dissemination of information from all types of databases and resources, while maintaining the necessary high quality of services provided to students [20]. USE OF CRM STRATEGY IN AGRICULTURE Today, due to the impact of the crisis, agricultural organizations are faced with the question of how to increase sales. One dimension is the competitive environment in which companies are forced to descend due to competitive prices and add new services to retain their customers. But sometimes that is not enough to keep the customer because customers become more demanding and it is harder to satisfy them. A lot of the attention is focused on CRM strategy as a management process to increase the performance of agricultural organizations. Attention should also be paid to how the CRM programs are implemented and how they are managed, and what impact they have on the performance of agricultural organizations. There are six activities that should include CRM program for agricultural businesses [21]: CRM goals some of the most important goals of the agricultural enterprises that directly affect the performance of these organizations are maintaining long term relationships with customers, customer retention, gaining the reputation of fairness with customers, providing value to customers, increasing customer loyalty, achieving mutual trust with customers, increasing customer satisfaction with products and services; Types of available customer information ability that is of key essence for the success of agricultural organizations is to collect information about prices and customer lifecycle. Most of the operational units of agricultural organizations do not collect nor have access to information about the price of services. Use of customer data for management decision-making the success of CRM in agricultural organizations depends on the extent of how much their operational units use customer information. Assessment of marketing strategies for products and services and customer segmentation based on the value that each customer has for the organization is the key to success in an agricultural organization;
10 350 B. MILOVIC Market approach when approaching the market, agricultural organizations need to use strategies such as: superior quality, superior service, product differentiation, innovation, customized offer of products and services, as well as lower prices; Tactics that are used in order to develop and maintain the customer relationship one advantage that agricultural organizations have compared to the other business models is that they can gain complete trust of their targeted group; Assessment of the technological infrastructure that is currently used CRM solutions are designed to provide knowledge that is necessary for the development and implementation of "smart" strategy to maximize customer profit, and thus provide the competitive advantage of organizations. Analysis of CRM technology can help organizations to understand the customer and it is not necessary to react again when a problem occurs, but proactively find hidden opportunities to meet the increasing demands of customers. Benefits of the successfully implemented CRM for agricultural organizations are numerous [22]: sales increase; profitability increase; improved placement of products; increased satisfaction of employees; reduced costs; increased retention of the existing customer base during the time of economic uncertainty; increased chance for attracting new customers. Since CRM is often defined as a strategy, it can be concluded that CRM has to contain a series of activities that will offer agricultural organizations the opportunity to obtain or maintain the advantage over their competitors. Agricultural organizations have to create a knowledge base about customers so that their products and services could better meet current needs and wishes of the customers. In addition to the current, agricultural organizations should take into account the potential and unemphasized needs and desires in order to obtain information about them and thus could be used to adapt its offer in order to provide customer satisfaction. CRM AS A BUSINESS STRATEGY AND OBSTACLES TO ITS IMPLEMENTATION As it is mentioned above in this paper, customer relationship management should certainly not be restricted to a single project that will soon after the completion fall into oblivion. On the contrary, success in this area can be ensured only by a continuous process, or better yet, a comprehensive strategy. Since each strategy has a duty to provide certain benefits to business subjects that will have a decisive influence on the final outcome of the market game, Customer Relationship Management is no exception as well. Therefore CRM is a continuous business process on all organizational levels, aimed to attract and retain customers. Basically, CRM is a synthesis of business processes, human resources and software. The quality of such a synthesis will enable the establishment of strong mechanisms for managing the relationship with customers, whose results will be:
11 Application of Customer Relationship Management Strategy (CRM) in Different Business Areas 351 customer satisfaction with quality cooperation, this satisfaction will result in customer loyalty, and loyalty will prevent a customer going to the competition. Customers are the most valuable asset of a company, and the wisdom of CRM is contained in two words long-term and profitable relationships. In contemporary conditions, one of the basic parameters of successful business is a good relationship with customers. Customer satisfaction with a good business cooperation, as well as knowledge of customer needs, habits and desires, are unavoidable factors of increase of customer loyalty to the conditions of dynamic competition. Research has shown that there are many reasons why loyalty, and therefore retention of the existing customers are very important. Advantages that enable the acceptance and implementation of this strategy come from the fact that provided activities cover all three time dimensions: The past the company acquired the ability to learn from past events, enabling it to avoid repeating past mistakes; Present businesses are coming to the possibility to quickly analyze current events, so that way they can adapt their behavior in real-time maneuvering; The future the subject acquires knowledge and ability to predict future events, which opens the door for better preparation for upcoming opportunities. In other words, by providing employees, in accordance with the concepts of CRM, access to large amounts of information about customers, products and sales partners, the company makes them able to learn from the past and adapt to present and establish themselves in the future. Those businesses that observe and understand CRM in this way will have a guaranteed success in the efforts to improve relations with customers, suppliers, other business partners and even competitors. The availability of updated information at the right place at the right time will bring many positive effects in the business. Hundreds of times each day employees will be in a position to easily upgrade their knowledge, share it with each other, interact and influence each other, solve problems, make business decisions and control their part of the business process. While defining CRM it is necessary to face the dilemma of how to properly select the structural elements that will show the existence of the system and guarantee its implementation. First of all for a successful CRM project there must be a set of criteria. Choosing a reliable and flexible solution is one of the key success factors. The recommendation is to focus on solutions that are highly acceptable for use. If the system is not accepted and used, there will not be a return on investment. Many small companies do not see CRM as a key criterion for the success of future operations, but CRM can play an important role in gaining competitive advantage of organizations of different activities. Very little attention is devoted to the study of these factors and deficiencies of CRM. Amongst numerous obstacles to the success of CRM system, the following can be stated [1]: lack of skills - lack of skills in building and using the new IT-based CRM system is a major obstacle to implementation of CRM systems; analytical skills in asking the right questions for a CRM system are of special importance to investing in CRM; inadequate research obtaining adequate means for the requirements of CRM systems is an important issue for organizations, especially as more and more projects have dramatically increased the costs and size;
12 352 B. MILOVIC poor quality and quantity of data organizations at various stages of development of CRM system have different problems with the quality and quantity of data, and for organizations in the early stages of the development of CRM, data quality is a key problem; the size of the problem, and the amount of work needed to correct these problems, surprised many managers and many organizations have started the cleaning and removing duplicate data; for these organizations the amount of data is a greater problem than their quality; failure to understand the business benefits low initial awareness of the database among the top management is also an obstacle to the less advanced organizations in the implementation of CRM systems, and this problem can be overcome when the data warehouse begins to produce results; CRM managers pointed out that the data warehouse is considered expensive and therefore top management is not able to understand the potential financial benefits in the earlier stages of the CRM project; functional limitations managers on the functional and business level can be reluctant to cooperate in the early stages of the CRM project and may require additional organizational effort to make these managers aware of the advantages of greater cooperation and communication; lack of leadership and involvement of senior management lack of management involvement in the activities of the CRM is the next obstacle to the success of CRM systems; inadequate assessment systems CRM managers often point out how weak assessment systems can slow down the fulfillment and implementation of CRM projects. Assessments of the success of CRM projects are often considered inadequate and sometimes the problem is that organizations are not clear about their goals and their objectives are not connected with employees; any organization that accepts CRM needs to understand these barriers and any potential problem areas important for business organization and fulfillment of customer needs. An important reason for CRM failure lies in the fact that the organization that conducted the implementation was not aware of the complexity that the implementation of the CRM system possesses. CONCLUSION Modern times, in the economic sectors, have caused the existence of the need to know more about current and potential clients. The more efficient service that organizations provide to their customers will result in a step further in retaining those customers. The greater the knowledge about customers, the better response to their needs as well as predicting their future needs. All economic sectors need implementation of customer relationship management in their daily applications. CRM for the various industries should include a wide range of software products that help healthcare organizations to maintain effective relationships with their customers. CRM enables organizations to obtain essential information about customers and use it as efficiently as possible. CRM systems are required for the organizations to take the best out of the relationships with customers. They are not just technical solutions for customer relationship management, but their function has tangible business goals. If the system is not accepted and
13 Application of Customer Relationship Management Strategy (CRM) in Different Business Areas 353 used, there will not be a return on investment. Also, the problem about determining the level of ROI is very present. In order to attract and retain profitable customers, customer personalization is required, monitoring of clients and their trust and fulfilling of expectations. The costs are however necessary to be decreased with simultaneous increase of efficiency, which means that products need to be published quickly, the offer needs to be personalized, operations targeted, being of importance for the customer and last, but not least being attractive. Customer relationship management (CRM) is highlighted as a business strategy designed to develop relationships with customers, resulting in optimization of profitability, revenue and meeting the customer's needs. It focuses on the maximum personalized customer satisfaction. CRM has become available and necessary with the development of electronic commerce, and it is supported by web applications and the enormous growth of the Internet. Modern organizations use every interaction with the customer as an opportunity to collect relevant data. So today, with various implicit and explicit methods, organizations learn much more about customers than what rigid purchasing code of conduct tells them. Forms of access to closed parts of webpages, loyalty programs, use of services agreements, contests, satisfaction surveys, reasons for calling the call center, click stream analysis, and other various sources provide full overview of the customer his (CRM) profile. The future of CRM strives towards greater implication of intelligent technology, the increasing influence of organizational knowledge, sophisticated data collection methods and the involvement of the customers, suppliers and partners in the process of building a CRM organization. REFERENCES 1. Payne, A. (2005). Handbook of CRM, Achieving Excellence in Customer Management. Oxford: Butterworth- Heinemann is an imprint off Elsevier Linacre House. 2. Sharp, D. E. (2002). Customer Relationship Management Systems Handbook. Boca Raton, FL 33487, USA: Auerbach Publications. 3. Milovic, B. (2012). Kopleksnost implementacije CRM koncepta. Infoteh (str ). Jahorina: Elektrotehnicki fakultet Sarajevo. 4. Hanić, H. (2010). Savremeni koncepti marketing menadžmenta. Međunarodna konferencija, Menadžment Kruševac. 5. Ivanovic, S., Mikinac, K., & Perman, L. (2011). CRM development in hospitality companies for the purpose of increasing the competitiveness in the tourist market. UTMS Journal of Economics 2, Onut S, Erdem I, Hosver B (2006). Customer Relationship Management in Banking Sector and A Model Design for Banking Performance Enhancement. Yildiz Technical University. 7. Dar RL, Hu Y (2005). How banks manage CRM. Lulea University of Technology, MSc Programme in Electronic Commerce. 8. Russ, Pat (2007). Customer relationship management in retail banking. EDS Business Transformation Outsourcing, CRM Services 9. Crminfoline.com. CRM Lends a Hand to the Banking industry. Retrieved on March 20, from: 10. Laohasirichaikul, B., Chaipoopirutana, S., & Combs, H. (2011). Effective customer relationship management of health care: a study of hospitals in Thailand. Journal of Management and Marketing Research Volume Six. 11. Rababah, K., Haslina, M., & Ibrahim, H. (2010). A Study of the Perception of the Benefits of Customer Relationship Management (CRM) System in Malaysian Private Hospitals International Conference on Business and Economics vol.1 (2011) (2011) IACSIT Press, Kuala Lumpur, Malaysia, Health Care Industry Opts for CRM! (2011). Retrieved 02 20, 2012, from crminfoline.com:
14 354 B. MILOVIC 13. Jarrell, L. P. (2010). Customer Relationship Management in healthcare. Retrieved 02 19, 2012, from 14. Atwood, A. (2006). Benefits of an Innovative CRM Solution for Health Care Organizations. Retrieved 02 21, 2012, from information-management.com: 15. Fayerman, M. (2002). Customer Relationship Management. New Directions for Institutional Research Volume 2002, Issue 113, Yeo, R. K. (2008). Brewing service quality in higher education. Quality Assurance in Education Vol. 16 No. 3, Nair, C., Chan, S., & Fang, X. (2007). A Case Study of CRM Adoption in Higher Education. DePaul University School of Computer Science. Chicago, IL. 18. Milošević, T. (2006). Upravljanje Odnosom Sa Korisnicima (CRM) U Okviru Savremenog Visokog Obrazovanja. Infoteh-Jahorina, Vol. 5, Ref. E-I-11, Daradoumis, T., Rodríguez-Ardura, I., Faulin, J., Juan, A. A., Xhafa, F., & Martínez-López, F. J. (2010). CRM Applied to Higher Education: Developing an e-monitoring System to Improve Relationships in e-learning Environments. International Journal of Services Technology and Management, Volume 14, Issue 1, Virgiyanti, W., Bakar, A. H., & Tufail, M. A. (2010). Investigating Customer Relationship Management and service quality in Malaysian higher education. Asian Journal of Management Research, Tores, A. J., Aktigde, J. T., Gray, A. W., Bohelije, M., & Windows, R. (2007). An Evalution of Customer Relationship Management (CRM) Practices among Agribusiness Firms. International Food and Agrbusiness management Review, Volume 10, Issue 01, Polous, N. (2009). Changing the Game in Agribusiness. Retrieved 11 11, 2011, from PRIMENA STRATEGIJE UPRAVLJANJA ODNOSIMA SA KUPCIMA (CRM) U RAZLIČITIM POSLOVNIM OBLASTIMA Boris Milovic Upravljanje odnosima s klijentima je poslovna strategija koja se temelji na na filozofiji "kupac je kralj" tj. kupca stavlja na središnje mjesto. Ta je filozofija razvojem informatike u proteklih dvadesetak godina doživjela promjenu. Danas se kaže da je kupac suvremeni diktator kojemu tvrtka stalno prilagođava svoje poslovanje sbog sve veće dostupnosti informacija, sve jaće konkurencije na tržištu te rastuće pregovaračke moći klijenata u prodajnom procesu. Najvažnija zadaća poduzeća je zadovoljavanje potreba klijenata tj. kupaca što u konačnici znači i njihovu dugoročnu vrijednost poduzeću. U radu je prikazana upotreba CRM strategija u nekoliko različitih privrednih grana. Velike i male organizacije u današnje vreme procenjuju kvalitet korisničkih usluga, lojalnost kupaca, utvrđuju kupce koji su manje osetljivi na promene cena i prepoznaju da je privlačenje novih kupaca skuplje od zadržavanja postojećih. Ključne reči: upravljanje odnosima sa kupcima, poslovna strategija, hotelijerstvo, poljoprivreda, banke, osiguranje, obrazovanje, zdravstvo.
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Women's Camo And Pistol Flat Clasp Wallet
Boot Barn Item #: 2011425
Color: Click a button belowcolor
- Camo fabric
- Faux leather
- Camo print fabric
- Rhinestone accents
- Double silver pistols
- Clasp closure
- Zippered coin pocket inside
- Credit card slot holders
- ID window
- Measure:7 1/4" X 4 1/2" X 1 1/4"
Get western with your accessories with this Camo pistol and rhinestone wallet clutch. This clutch features camo fabric with faux leather overlays and rhinestones accents. Inside features an ID window, credit cards slots, and double leather pouches.
Style(s): WGH-238-BN
Lifestyle: Western
Color: Camo/Brown

subset: commoncrawl


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ChufaMix Veggie Drinks Maker Kit
ChufaMix »Product code: 345999
List price
Purchase Options
Earn 172 reward points on this item In Stock : Available for despatch todayGift wrap available
Product Description
Create your own healthy vegetarian, vegan or dairy free drink alternatives to regular milk wth Chufamix®, the first device to let you squeeze out cereals, nuts, seeds and herbs. Designed and produced in Spain (CE), it is composed of four pieces: a container, the filtering glass, a mortar and a cover lid so you can have fun trying out and experimenting with new flavours whilst keeping important nutrients locked in. Examples for nut juices include almonds, hazelnuts, walnuts, peanuts, chestnuts, brazil nuts, cashews, pistachios, pine nuts, orxata nuts, and macadamia. Cereals you could use include oats, rice, spelt, millet or seeds including quinoa, sesame, hemp, pumpkins, sunflowers, or melons.
BPA, PVC, Bakelite, halogen compounds and formaldehyde free.
Product Ethics & Tags
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text:
This headline summarizes a news story provided to American Banker by the Dow Jones wire service. Because of legal limitations, American Banker can not republish this wire story in electronic form. Please refer to page 22 of the 08/27/97 issue to read the full text of the story.
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text:
Sergey Brin and Larry Page: Founders of Google
English | 112 pages | ISBN-10: 076135221X | PDF | 23,3 MB
English | 112 pages | ISBN-10: 076135221X | PDF | 23,3 MB
"As USA TODAY, the Nation's No. 1 Newspaper, noted, ""Google has infiltrated the daily lives of millions of people."" But this giant company had very humble beginnings.
In 1996 Sergey Brin and Larry Page were graduate students at Stanford University in California when they decided to invent a new way to search the information on the World Wide Web. Their technology project soon became a search engine and a company, Google, that changed the way information on the Internet is retrieved and controlled, making it easier, faster, and more relevant.
Under Brin and Page, Google has become an international powerhouse, with an ever-widening scope of services--from Gmail to Google Earth to smart phones. It is also known for its fantasyland office complex, complete with gourmet chef and scooters. Sergey Brin and Larry Page continue to dream up exciting ventures for the future, and the world is waiting to see what's next."
(Buy premium account for maximum speed and resumming ability)
(Buy premium account for maximum speed and resumming ability)


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Excellence Group Luxury Hotels & Resorts
These adults-only retreats in Mexico and the Caribbean are ideal locations for a honeymoon, anniversary celebration or romantic getaway. From superior service and meticulous staff to exquisite accommodations and breathtaking beaches, Excellence resorts offer singular luxury at an affordable price.
All-inclusive and offering a host of facilities and activities, each of these luxury resorts boast seven or more international restaurants featuring gourmet cuisine, a multitude of premium bars and lounges, 24-hour room service and pool and beach service. Guests are free to use the fully-equipped fitness centers and tennis courts; participate in a number of nonmotorized water sports such as snorkeling and kayaking; or enjoy cooking, dancing or Spanish classes. Properties also have meeting facilities and wedding gazebos.
Click any Excellence Group Luxury hotel or resort name below for more information or an online quote.
Excellence Group Luxury Hotels & Resorts
|Call us at 800-998-6925
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text:
C2G 10m Velocity Digital Audio Coax Cable. Cable length: 10 m, Connector 1: RCA, Connector 2: RCA. Weight: 511 g
Velocity™ digital audio coax cables from Cables To Go are perfect for carrying the digital audio stream from a CD transport, DVD player, DAT deck or other digital component to an A/V receiver digital input or the input of an outboard D/A converter. These cables are also a great upgrade for the cables typically included with consumer electronics products.


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No Helmet No Entry.
The Management of the University for Development studies (UDS) has begun operations to crack down on riding without a helmet within its Tamale Campus from February 24, 2017.
The 'No Helmet No Entry' policy was instituted to ensure the safety of particularly students as well as staff and visitors who ride to and within UDS Campuses. This is as a result of an increased spate of motorcycle related accidents recorded both within and without the campuses involving students some of which have been fatal due the victims not wearing helmets.
It is against this backdrop that Management of the University instituted the policy which the Vice-Chancellor mentioned while delivering his speech during the University's Matriculation Ceremony in 2016.
Check points have since been constructed and security personnel deployed to man all three entries into the campus. Plans are underway to replicate enforcement in all UDS Campuses within Tamale, Nyankpala, Wa and Navrongo.


text: RT Book, Whole DB /z-wcorg/ DS http://worldcat.org ID 51306911 LA English T1 The vet's daughter A1 Comyns, Barbara,, PB New York Review Books PP New York YR 2003 SN 1590170296 9781590170298 AB "The Vet's Daughter combines shocking realism with a visionary edge. The vet lives with his bedridden wife and shy daughter Alice in a sinister London suburb. He works constantly, captive to a strange private fury, and treats his family with brutality and contempt. After his wife's death, the vet takes up with a crass, needling woman who tries to refashion Alice in her own image. And yet as Alice retreats ever deeper into a dream world, she discovers an extraordinary secret power of her own"--Publisher's description.


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The moment you think of Khadi, the image of Mahatma Gandhi spinning this fabric on his charkha pops-up in one's mind. Khadi has long been associated with the freedom movement and the strong will of a nation to set itself free from the clutches of a century-long foreign rule.
While the usage of Khadi reduced post independence, this hand-woven fabric is now making a fashionable comeback.
To make Khadi, raw materials like cotton or silk are spun into threads on spinning wheels called charkhas. This spun yarn is then wound into reels and sent to weavers who in-turn weave this yarn into a fabric. The weaving of the yarn results in the creation of air pockets, which help one stay warm in winter and cool in summer.
On the whole, Khadi is a versatile and light fabric which makes it comfortable to wear and carry. It also lasts long and is used to make a large variety of items, one of which is obviously the saree. One important thing to note is that Khadi is generally woven using only cotton. But the demand for different varieties has resulted in the use of other materials like silk and wool. Nonetheless, any silk or wool Khadi clothing will have some percentage of cotton in it.
Khadi silk is 50% cotton and 50% silk. This fabric is characterised by its sheen and luxurious appearance. It is more expensive than cotton Khadi and must only be dry-cleaned as opposed to cotton Khadi that needs to be starched so that it maintains its firm and crisp texture. Usually, the Khadi silk fabric tends to shrink by 3% after the first wash.
Khadi sarees (cotton or silk) can be bought in various colours. Embroidery work, printed or hand-painted floral/animal motifs is done to decorate and add something extra to a simple Khadi saree.


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Adidas STAN
Adidas STAN
The women's Stan Smith sneaker Smooth leather upper Triple velcro closure Perforated 3-Stripes Leather midsole wrap and heel tab Grippy rubber outsole * Please note, this is a unisex shoe and may have a Men's shoe size printed on the box when you receive it.
DUET Shoes
This directional women's fashion footwear boutique brings together an unparalleled assortment of international contemporary shoe brands from a new point of view. DUET's selection of timeless classics, far away places and the unexpected has us totally inspired.
Do you have questions about this product? We're here to help!


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Kaz Langley is a Disabled Dance and Performance Artist and Activist who has worked extensively in the British contemporary dance and physical theatre scene. Working as a performer, filmmaker, teacher, and consultant she has developed a reputation for depth, intelligence and physical courage in her work.
Her collaborative credits include roles in productions of Graeae Theater Company ('Mother Courage and Her Children,' 'And Seven'), Blue Eyed Soul Dance Company ('Frankenstein', directed by Liam Steel, 2002), CandoCo Contemporary Dance Company (as dancer and tutor) and with independent choreographers including Charlotte Darbyshire (Taut, 2001) and Sophia Lycouris (Homezone, 2001). Her work has also been screened on Channel 4's Dance 4 Camera. More recently she has been choreographing/performing and co-editing two dance films in collaboration with Steve Munro.
Kaz is currently working for ShowHow Theatre Company on the production of a Forum Theatre piece, aimed at raising awareness of the experiences of employment for Black, Asian, Chinese and Disabled Performers. The work is scheduled to tour Britain at the beginning of 2005.
In fall 2004 Kaz began collaborating with American choreographer/director Jess Curtis on "Touched: Symptoms of Being Human," a full evening dance theatre work commissioned by Yerba Buena Center for the Arts in San Francisco and co-presented by Dock11 in Berlin, Germany and the San Francisco International Arts Festival. The work premiered in June 2005 at Yerba Buena Center and will tour internationally through 2007.
In addition to her work onstage Kaz is active in the advancement of rights and autonomy strategies for disabled persons. Since 2001 she has been a Regional Mentor for the Leonard Cheshire Disabled People's Forum, assisting and consulting disabled people living in residential homes or who are accessing Care at Home Services.
She has also worked with Equality Associates, which offers Disability Equality and Anti-Discrimination Training, Personal Assistant Schemes, Consultancy, Access and Needs Assessment, Autonomy and Personal Development, and Movement Workshops.
Kaz has taught Dance, Composition, and Equality Awareness extensively throughout Britain with CandoCo, Blue Eyed Soul, and ShareMusic, as well as teaching as an independent consultant.


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Not following any authors
Sleep naked - more comfortable and natural
Sex to relax then sleep, wake up hard then sex again.
Rugby - enjoy playing tight head prop
the traditional 8 yard Scottish kilt, either military or clan tartan - comfortable and masculine
Every morning unless there is a lassie in my bed to fuck or have a rugby game that day
Live in barracks so wear a kilt or rugby shorts off duty, naked only going to the showers :-)
Aye foreign tourist lassies who like our kilted uniform in Scotland and Germans while based there for several years You soon learn the language.
Avoid sex or masturbation before playing rugby or boxing - save the agressionIt is a good release afterwards :-)
Never wear anything under my kilt - but of course a kilt (uniform or civilian) isn't a skirt :-)
Vote Yes - we need our freedom back - the ability to govern ourselves after 307 yearsI say this as one of Scotlands soldiers - we should be sent to fight when a Scottish parliament says so but can be part of bigger operations against a common enemy
Attach a note to this member, which only you can see.
Please tell us why you think this profile page is inappropriate.


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Dulles, Virginia – (The Hosting News) – January 31, 2007 –
Provider of compliant IT hosting and infrastructure management services for sensitive government and commercial systems, ServerVault, has been selected as part of a team that will continue to operate and maintain the Defense Travel System (DTS).
John Kraft, President and CEO of ServerVault noted, "ServerVault remains committed to delivering secure managed hosting and IT infrastructure management services that assist Federal agencies in achieving a stringent security posture and comply with a wide range of IT security regulations. We look forward to contributing our expertise and services to the Northrop Grumman team as it continues to support the Defense Travel System."
DTS is a web-based, secure, end-to-end system that automates travel and travel management for military and civilian employees of the U.S. Department of Defense. More than 5 million travel authorizations and 4 million approved travel vouchers have been processed using DTS since it became operational at all major military installations in September 2006. The U.S. Air Force Headquarters 754th Electronic Systems Group awarded the task order under the Air Force Network-Centric Solutions (NETCENTS) contract on June 8. The initial period of performance for this contract began June 25.
The Northrop Grumman team also includes Dovel Technologies, McLean, Va.; Multimax Inc., Herndon, Va. (acquired by Harris Corp. on June 15); and Arena Technical LLC, Bethesda, Md.
ServerVault Corp. provides customized, highly secure, fully managed infrastructure solutions for sensitive and critical federal government and commercial organization applications. ServerVault caters to organizations that place a high priority on the security and the availability of their critical applications, particularly those that must comply with federal standards for information security management and data management, such as FISMA, DITSCAP, HIPAA, Sarbanes-Oxley and others. ServerVault has passed critical examinations by SysTrust and is certified by CyberTrust, both of which represent objective indicators of a provider's security and reliability.
To learn more, please visit: www.servervault.com.


text:
Ambrosio E. Rodriguez provides exceptional representation to anyone accused of a crime. As a former prosecutor for 13 years, Mr. Rodriguez handled 1000's of cases, including death penalty trials.
Address: 626 Wilshire Blvd, Suite 460, Los Angeles, CA 90017
Phone: (213) 995-6767
Learn more about how we can help you in your case by clicking here or call us immediately at (951) 682-6074.
Address: 3890 11th St., Ste 208, Riverside, CA 92501
Phone: 951-682-6074
Address: 3993 Market Street, Riverside, CA 92501
Phone: (951) 682-5110


text:
During the Great Depression of the 1930s, there was a Dutch-American impressionist painter by the name of Edmund Luciezel. Because of his insignificance during his life, little is known of the painter, but what is known is that he was a stock investor who, according to his mother, had enjoyed painting ever since he was a child. After the Stock Market Crash of 1929, Luciezel lost his job and livelihood, and turned to painting to make a living. However, as he was an amateur artist, he languished in poverty and obscurity for the rest of his career.
After many unsuccessful attempts at painting, Luciezel began to starve and became severely depressed. Around this time, he retreated into isolation in his apartment and, between the years of 1932 and 1935, painted hundreds of self-portraits. Each depicted him staring blankly ahead, dressed in a black suit with a red velvet background. Curiously, each was painted in exactly the same way, with similar geometries and dull colors, although each one adding a bit more detail than the last.
In October of 1935, Luciezel was found slumped over on a stool in front of his canvas, his organs cut cleanly out of his body and strewn about the room. One final portrait was mounted on his easel. It depicted him with messy hair and tattered clothing flashing a crooked smile. The portrait, done in different shades of red, was painted with approximately a gallon of Luciezel's blood. The circumstances surrounding his death remain a mystery, and the case was closed in 1937.


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bib2coins is a simple tool which will convert BibTeX files to COINS metadata
Module to parse human-style date ranges (eg. 15th-19th March 2011) to datetimes
A wrapper for the 6S Radiative Transfer Model to make it easy to run simulations with a variety of input parameters, and to produce outputs in an easily processable form.
A module to read and process data from the Microtops sun photometer, including reading via serial link and interpolating to AOT at any wavelength
PyProSAIL is a Python interface to the ProSAIL combined leaf and canopy optical model. For more information see http://pyprosail.readthedocs.org.
A frictionless provenance framework for Python
An implementation of the van Heuklon (1979) Ozone model, for estimating atmospheric ozone concentration given a latitude, longitude and datetime.


text:
Up And Cummers 10Favorites [+]
Pay-Per-Minute Viewing
You can now enjoy this movie on your iPhone®, iPad®, or compatible Smart TV & Android devices.
Purchase Options
Pay-Per-MinutePurchase Minutes
Streaming Rentals
Available MP4 sizes:SD 480p (2.15 GB)
DRM-free downloads offer content that is not limited by standard Digital Rights Management (DRM) access technologies. These technologies allow hardware manufacturers, publishers, copyright holders and individuals to limit the usage of digital content.
When you purchase DRM-free downloadable content, that content is available for you to download on any computer and save to a disk whenever you like. You can also download to multiple computers. There is no timeframe associated with your purchase and the content will not expire.
Running Time: 139 minutes
Released: 06/1995
Studio Name: New Machine
Series: Up and Cummers
Categories: Amateur Gonzo Fresh Faces 90's
Description: New Cummers that raises the bar as they get wet and wild.
5 Scenes from Up And Cummers 10
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Starring: Kylie Ireland Jenna Jameson ... More Details
Stars: Kylie Ireland, Jenna Jameson
Sex Acts: Toy Play - Vaginal, Rim Job, Oral Sex, 3-Way, Vaginal Sex, Blowjob
Positions: Kneeling, Sitting, Laying, Standing, Cowgirl, Missionary, Doggy Style
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text:
Date Lab
Erich: I got to the restaurant first. I waited where the hostess was, then went into the bar area. Sarah was a little late. I'm thinking, Uh-oh, am I going to get stood up?
Sarah: I was using my Garmin navigator, and it told me it was only going to be a 15-minute drive. Erich was really good-natured about [my being late]. He had action-hero looks, which I've gone for before. But I'm in a different place now. Because of guys I've [dated], I associate that look with a certain kind of vanity.
Erich: She was a cute girl. It was a relief. I've had some bad dates when someone's said, "Oh, I'm average," and it turns out that they're over 200 pounds. I don't care what personality you have; if you're that big, it's not happening.
Sarah: He started firing away about his background information, like he had a lot of things in his head that he wanted to get out. Erich's from Canada; he's lived in a lot of different places in the United States and abroad. All of that was interesting. But he seemed really nervous.
Erich: [At the bar], I took like one or two pictures, and she took one. And then [some other customers] got mad and said, "Can you turn off the flash?" We laughed; I think that was a moment.
Sarah: We bonded over their snarkiness. But I kept saying, "I'm wondering if we're going to get seated." I was waiting for him to make a move about it; I didn't want to take the lead. But he wasn't taking charge. Finally, I asked if we could get seated.
Erich: We had a lot in common. We like to go out, travel, work out. Before school starts, she does her basketball thing, and the kids go, "Wow, you're good."
Sarah: I knew there was nothing romantic between us when I ordered [my steak] rare and he ordered his well done. That's metaphorical for me -- you're not willing to try the authentic flavor of something. [And one thing] he said was: "I'm glad that you're not hideous." I was like, okay, I don't know if that's a compliment.
Erich: I said, "You were what I expected, a cute-looking girl." Then I didn't know if that was enough, and I said, "You're not hideous or anything like that." Maybe she took it the wrong way.
Sarah: We were sort of the last people in the restaurant. He offered to walk me to my car, and I said it wasn't necessary. I didn't want to put him out, and I didn't want to prolong an awkward goodbye. He said let's exchange numbers, so I gave him [mine]. I was expecting him to hug me, but he didn't make any attempt.
Erich: After she said no walk to the car ... that just killed my game. That's where you give the hug. You talk for a little bit; then you close the door for her. But before she goes in, you give her a hug. I'll say [the date was] a 4 [out of 5]. We had a pretty good time. I'd like to go out again.
Sarah: I'd give the date a 2.5. I'll be happy to hang out again, but I don't feel compelled to seek him out.
Interviews by Elizabeth Chang
UPDATE:"Crazy week; I'll get back to you," Sarah texted after Erich called. But she hasn't. "Usually it's not my style to say I'm going to do one thing and do another," she says. "I just really don't feel interested."


text:
| Tradeskill Resource
Item Level 60 - Superior
Lintel are a component used for the construction of Keeps and other buildings. They require 10 Iron each to create. In order to make a you have to be a Architect, you can also buy from a trader or off a player .Lintel are the most used component for the construction of buildings and for building a full Tier 2 City.


text:
B00DS91MBG Used good or better, we ship best copy available! Book Only. Expedited shipping is 2-6 business days after shipment, standard is 4-14 business days after shipment. Used items do not include access codes, cd's or other accessories, regardless of what is stated in item title. If you need to guarantee that these items are included, please purchase a brand new copy. Bookseller Inventory #
Title: Contemporary Social Theory: Investigation ...
Publisher: Pearson
Book Condition: Good
Book Description Book Condition: Acceptable. Book Condition: Acceptable. Bookseller Inventory # 97801318375605.0
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Book Description Book Condition: Very Good. Book Condition: Very Good. Bookseller Inventory # 97801318375603.0
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text:
Birthday Blowout Whites Case
Your Birthday Blowout Whites Case includes two bottles each of
Snickerdoodle Chardonnay
Crisp, refreshing chardonnay is the first thing that comes to mind when most people think of white wine. Snickerdoodle makes a fresh Chardonnay, with flavors of green apple, nectarine and juicy melon. A subtle hint of oak adds complexity without cutting into the wine's crispness, resulting in a delicious gem of a California Chardonnay.
MYTH Riesling
The intense sun and cool pacific winds of Washington state's Cascade mountain range optimize ripeness and sugar levels in nearby vineyards, resulting in fruity, rich wines. Myth's newest Riesling entices your nose with aromas of nectarine, apricot, and honey leading into flavors of honey crisp apple and stone fruit. Riesling is an inherently versatile white, begging to be enjoyed at a cocktail party or with Thai and Indian-inspired cuisine.
Val Di Botte Pinot Grigio I.G.T.
Light and refreshing Val Di Botte Pinot Grigio is the quintessential summertime wine. It's made with grapes grown south of Milan and close to the Italian Alps, the definitive source for the world's best Pinot Grigio. This low-alcohol white flaunts citrus zest, apple, pears and nectarine flavors that mingle with slight almond and ginger notes. Serve it ice cold to maximize the crispness.
Carma Sauvignon Blanc
This is a clean, citrusy, lean and fresh white wine. Carma Sauvignon Blanc's nose is full of grapefruit and green apple, followed by zesty flavors of green fruits and lime, floral notes, and a long, crisp finish. This versatile sauvignon blanc is outstanding as an aperitif or cocktail wine, and also a refreshing compantion to arugula salads and richer white meats like pork and lobster.
Bayshore Vintners Founder's Reserve White Blend
This smooth and pleasant white wine is great fun on its own, but tastes amazing with citrus-kissed fish and grilled romaine salad. Think of this smooth-drinking wine as your ultimate party companion, where flavors of apricot dance with lemon zest, floral and lavender aromas.
Anta da Serra White Blend
With Wine Spectator Magazine naming a Portuguese wine #1 worldwide in 2014, Portugal is beginning to rival legendary regions like Napa Valley and Bordeaux. The unique blend of white Roupeiro, Fernao Pires and Arinto grapes in this vibrant, dry wine produces fruity and floral aromas with flavors of citrus and stone fruit.


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KenyaSchoolReport.com (KSR), a web-based resource for parents and students deciding where to get an education in Kenya.
KSR puts all the information you need to make this important decision at your fingertips. We offer objective assessments, advice and guidance about how to choose a school, from preschool through college. Our complete objectivity in presenting school information makes KSR a trusted source for parents and students. Our school listings, articles, tools and other resources are designed to help students become lifelong learners and good citizens.
Areas of Interest: