Classical Essay - 780 Words

CLASS 1110 Second Paper Assignment Shonell Maynard In the books; The Clouds written by Aristophanes, and The Apology, written by Plato, the philosopher Socrates is portrayed in two different ways. Plato, being a loyal follower of Socrates, portrays him as being a very simple man who is always open to learning new wisdom. However, Aristophanes portrays him as an atheist who practices sophistry along with a number of different crimes. People question whether or not Plato exaggerated the character of Socrates in an effort to gain sympathy for him, while others question if Aristophanes wrote the book The Clouds to slander Socrates’ character.†¦show more content†¦Sadly, by doing so, Socrates is badly portrayed; which causes other people to misjudge and accuse him of serious crimes. In The Apology, Socrates’ character is totally different from what Aristophanes described him to be. He seems to be a very ethical man who strongly believes in morality, and is always striving to learn more. By doing so, he uses the Socr atic dialogue; a method of constantly asking questions to gain more knowledge. Because of his method of question and answer, Socrates believed that he was not favored by majority of the people of Athens, stating â€Å"I am very unpopular with many people.† (The Apology: 28: B) Although Socrates knew that he would be tried guilty, he wanted to obey the law by defending himself. He strongly believed that if a person makes an agreement, then they are obligated to follow that agreement at all times, therefore the people of Athens should always follow the law. The fact that Socrates refused to break out of jail, showed the type of moral man he was. He knew that it would set a bad example for his children, and disagreed with the idea of breaking the law. Socrates argues that a person who defies the law is an enemy of their own state and if someone disagrees with the law, they should either fight for a change, or leave the state. â€Å"Moreover, I think you are betraying your sons by going away and leaving them, when you could bring them up and educate them.† (The Apology: 45: C) Crito explains to Socrates that it isShow MoreRelatedClassical Vs. Classical Conditioning1295 Words   |  6 Pages Classical Conditioning Behaviorism Classical conditioning is a type of learning through which an organism learns to associate one stimulus with another. It can also be known as respondent conditioning. The stimulus is any event or object in the environment to which an organism responds. The components of classical conditioning are as follows: Unconditioned response (UR) which is a response that is elicited by an unconditioned stimulus without prior learning. Unconditioned Stimulus (US)Read MoreClassical And Instrumental Conditioning And Classical Conditioning Essay1049 Words   |  5 PagesIn order to analyse classical and instrumental conditioning, it is required to first define the content from which they are derived from, that is learning. According to Domjan, learning  is  a long lasting change in the process of behaviour involving particular stimuli with or alternately responses that result from previous experiences with those or almost the same stimuli and responses (2009). There are several learning paradigms which take the behaviourist approach, but as previously mentioned thisRead MoreClassical Rome And Classical Greece1498 Words   |  6 Pagescivilizations, mainly Classical Rome and Classical Greece. Even though Greece had a tremendous influence over our civilization, out of these two classical civilizations, I believe that Classical Rome has had a bigger impa ct on many aspects of the contemporary United States. In this essay, I am going to examine the political system, economic system, and the architecture of the Classical Rome Empire, and explain how these influenced the contemporary United States. The political system of Classical Rome was theRead MoreWestern Classical And Classical Music1051 Words   |  5 Pagestrampoline, and notes oozing so much legato you would assume the pianist transformed into a robot. What genre exudes those characteristics? Western classical music. Western classical music is broken down into six categories in order for it to be easily identifiable chronologically. The six categories are the Middle Ages, the Renaissance, the Baroque Age, the Classical Period, the Romantic Era, and the Twentieth Century. The earliest form of Western music originates from the Medieval time period of c.1150-cRead MoreClassical Vs. Classical Conditioning890 Words   |  4 PagesClassical Conditioning Experiment Classical conditioning is an unconditioned stimulus which results to an unconditioned response, although bringing a neutral stimulus in the picture does not affect the unconditioned response. The only way you can turn a neutral stimulus into a conditioned stimulus is if you train an individual or animal with a frequent but similar technique. The results will be the similarity of the unconditioned response and the conditioned response. We as humans may not noticeRead MoreClassical Vs. Classical Conditioning1095 Words   |  5 PagesClassical Conditioning In this paper, Classical Conditioning is explored by first giving a general definition along with the general phases of basic classical conditioning. Then, more insight is given about the developers of this learning process and their experiments: Ivan Pavlov and his dog experiment and John B. Watson and Little Albert experiment. Finally, real-world applications of this learning process are introduced such as how to treat phobias, addictions and achieve good classroom behaviorRead MoreClassical Vs. Classical Conditioning Essay1488 Words   |  6 PagesClassical conditioning is a learning process that develops when two stimuli are paired together repeatedly. The first stimulus is an unconditional stimulus, which automatically evokes an unconditioned response, a natural response. The second stimulus is a neutral stimulus, a stimulus that does not elicit a response. Many people associate it with habituation and sensitization, because both of these involve a decrease or an increase to a repeated stimulus, and are classified as simple learning mechanismsRead MoreThe Classical Age1305 Words   |  6 PagesThe Prideful, Yet Humble Athens Fifth century Athens was known as the Classical Age, which had brought many ideas, values and virtues to the rest of the world. After the Persian War, Athens began a time where art, literature, philosophy, theatre, and music influenced the world in such a manner, that we are still uncovering facts of ancient Athens today. The classical period was a time where the Greeks had great pride in what they accomplished. After years of war, Athens was victorious and able toRead MoreClassical Liberalism vs Classical Conservatism2089 Words   |  9 PagesClassical Liberalism VS Classical Conservatism Are you Republican or Democrat? Maybe you are Conservative or Liberal? What do these terms mean and how did they begin? Classical Conservatism is defined as â€Å"a political philosophy emphasizing the need for the principles of natural law and transcendent moral order.†(Frohnen, Beer, and Nelson, 2006) Classical Liberalism is described as â€Å"a philosophy committed to the ideal of limited government and liberty of individuals including freedom of religionRead MoreClassical Conditioning1770 Words   |  8 PagesClassical Conditioning Paper Psychology of Learning-PSYCH/550 Abstract The purpose of this paper is to examine and discuss classical conditioning. Much of the material has been covered in class discussion questions based on classical conditioning, allowing for a greater insight from the group of students providing the research of what classical conditioning is. Classical conditioning is defined as, â€Å"A process of behavior modification by which a subject comes to respond

Organizational Psychology Paper Psy 428 Free Essays

Organizational Psychology Paper Shanna Brookins PSY/428 12/12/2011 Organizational Psychology Paper Introduction Organizational psychology is the study of a formal organization and how individuals and groups act within that organization; in other words, the scientific study of the workplace. The goal of organizational psychology is to help organizations function the best way possible. This is achieved by helping people understand their interactions with each other and create an environment where everyone can work together to accomplish important goals. We will write a custom essay sample on Organizational Psychology Paper Psy 428 or any similar topic only for you Order Now When an organization is successful, the employees have better job satisfaction. In turn, this creates better productivity which allows products and services to be produced at a lower price. This savings can be passed along to the customers therefore having a positive effect on everyone. (Jex, 2008). An industrial-organizational psychologist studies different aspects of the work environment, such as leadership, job satisfaction, on the job stress, and communication among employees. An industrial-organizational psychologist is brought in by organizations as consultants to solve particular problems. They apply research methods and psychological principles to improve productivity, management and marketing problems, as well as facilitate organizational development and change, and identify training and development needs. I/O psychologists often work for more than one organizational setting; they may also choose to teach in universities and colleges (Jex, 2008). Two Sides of I/O Psychology The industrial side of I/O psychology concentrates on organizational policies and processes that affect the employees on a personal level, it is sometimes called the â€Å"personnel psychology† (McCarthy, 1999). Industrial psychology uses statistics, psychometrics, as well as quantitative tools to develop rating scales, interview techniques, and psychological test. These tests are used to measure skills for the purpose of hiring, placement, and promotion within an organization. In addition, the industrial side handles performance appraisals and feedback, as well as training and development (Industrial and Organizational Psychology , 2008). The organizational side of I/O psychology focuses on making the most of organizational performance. This focuses on interpersonal relationships at work, how individual differences affect an organization, leadership, motivation, team and group dynamics, and organizational change and development. In addition, the organization side concentrates on job satisfaction, attitudes, and dealing with job stress such as balancing work and family (McCarthy, 1999). The Use of Research Research methods are used in I/O psychology to answer question about why employees behave the way they do. Analyses of behavior in qualitative studies involve discussions of how people experience and feel events in their lives and can be a good means of generating hypotheses and theories of what happens in organizational settings â€Å"(Ehigie, 2005, p. 621). Qualitative methods of research are used by I/O psychologist in organizational studies. I/O psychological may use methods such as test, questionnaires, rating scales, observation, ethnography and physiological measures to answer questions about behavior (Ehig ie, 2005) Observation is a research method used in I/O psychology to understand employee’s culture and behavior. There are three observational methods that may be used, simple observation, participant observation, and archival data sources . The observational technique is best used when observing routine jobs that require apparent behaviors, for example waiting tables. This method cannot be used for jobs which require intellectual or cognitive processing for example making decisions or planning. In participant observation the observer may be a part of the event being studied. The researcher must be able to ethically preform the job; this method is used for job analysis. Archival data sources uses records or any form of data that exist, it is an important supplement to more conventional data collection methods. This method allows researcher to study issues that could not be studies in any other way (Ehigie, 2005). The Use of Statistics When data is collected by organizational researchers the data must be analyzed. The statistics, mean median, and mode are known to be the most common measures of central tendency. An average value of the item in the series or some characteristic of members in a group is a measure of central tendency. Mean represents the average for an ungrouped data . The sum of the scores divide by the total number of the scores gives the value of the mean. Median is the score or value of that central item which divides the series in exactly two equal halves. Mode is defined as the size of the variable that occurs most frequently in the series (Jex, 2008). Conclusion Organizational psychology can be used in organizations to assess job performance, training, and making hiring decisions. In addition, it can help employees develop the capabilities they need in an organization for promotions. Organizational psychology can also be used in an organization to explore why certain employees may not work well together, why some are not preforming well, as well as job satisfaction. Organizational psychology also may study why dissatisfaction is among certain employees and how it contributes to negative outcomes, such as turnover and absenteeism. Organizational psychology is applied through the human resources department or consultants. It can be used to assess any problem or issue that is related to work or careers (Industrial and Organizational Psychology , 2008) References Industrial and Organizational Psychology . (2008). Retrieved December 11, 2011, from AllPsychlogyCareers. com http://www. allpsychologycareers. com/topics/industrial-organizational-psychology. html Ehigie, B. . (2005). Applying Qualitative Methods in Organizations: A Note for Industrial/Organizational Psychologists. The Qualitative Report Volume 10 Number 3, 621-638. Jex, S. . (2008). Organized Psychology. Hoboken,NJ: Wiley. McCarthy, D. (1999, December 8). I/O Psychology Overview notes. Retrieved December 10, 2011, from MTSU: http://frank. mtsu. edu/~pmccarth/io_ovrvw. htm How to cite Organizational Psychology Paper Psy 428, Essay examples

Design of Digital Service Catalogue

Question: Write an essay on Design of Digital Service Catalogue. Answer: A digital Service Catalogue is an organized as well as a well-mannered collection of all information technology related services as well as business that can be performed within, or, for, by an enterprise (Dismachek, Booth and Leese 2012). It mainly acts as the tolls of knowledge management for the consultants as well as employees of an enterprise, permitting them for routing their requests about and for the services and services related topics to the subject matter experts who operate, are accountable and own them (Mendes and Da Silva 2014). Every service inside such catalogues of services generally has controlled outputs, processes as well as inputs and is usually very repeatable (Nissen et al., 2015). It also permits management as well as leadership, for an instance, the Chief Operations Officer for compartmentalizing the firm into more efficient as well as highly structured operational units (Kampas et al., 2016). On the other hand, The Digital Service Catalogue is structured com monly in such a manner where the registered services of it are categorized (Magdalena, Cerrada and Calvo-Manzano 2012). The common classified categories of the digital service catalogue are support services, fulfilment services, Product Development Services as well as Marketing services (Herger et al., 2015). In addition, Customer Relationship Management is such a term that can be referred to the technologies, strategies as well as practices that organizations use for managing as well as analyzing the data and interactions throughout the lifecycle of customer, with the objective to improve business relationships with the customers, driving sales growth and assisting in the retention of customer (Neslin 2014). Background of the Project This project is mainly aimed to demonstrate the significance of Digital Service Catalogue as well as the classification or the categorization of it in relation to the Customer Relationship Management. The approach of Customer Relationship Management simply tries for analyzing data regarding the history of the customers with a particular company, in terms of better improving the business relationships with the customers of that particular organization especially aiming on the retaining customers, in terms of driving growth of sales (Neslin 2014). Thus, the digital service catalogue can help to organise those past records regarding the relationship of the customers with the organization (Cho et al., 2015). Hence, the Digital Service Catalogue mainly operates as the knowledge management tool in order to provide the employees or the organization as a whole regarding the relationship with individual customers of the organization in terms of the transaction of the organizations provided se rvice to the customers by keeping track of the transaction (Brown et al., 2014). All of the classifications or the categorizations of the Digital Service Catalogue such as Support Services, Fulfilment Services, Product Development Services and Marketing Services are mainly utilized to for facilitating the Customer Relationship Management (Ahmad, Chauhan and Babar 2014). The classified components also specify the CRM system. This Digital Service Catalogue mainly acts as the tools of knowledge management inside the operations of a particular organization in order to improve the customer relation (Marrone et al., 2014). Therefore, this project mostly provides the implication of the benefits of Digital Service Catalogue over the system of Customer Relationship Management. Research Rationale This particular project on the digital service catalogue has a lot of implications on the system of Customer Relation Management System. The major reason due to what this project is conducted is that to understand the significance of this digital service catalogue. This particular research has also portrayed the view on details regarding the classifications or the categorization of the Digital Service Catalogue. On the other hand, this project also signifies the implication as well as the importance of the Customer Relationship Management System which helps an organization to identify the way through the relation with the customers of that particular organization can be improved so that the organization can earn more profit in future. In other words, how the CRM plays a significant role in the process of enhancing the reputation as well as the competitive advantage of an organization. In addition, this project also shows how Digital Service Catalogue is effective as a knowledge manag ement tool that can fulfil the organization goal of a company as a whole. In order to present all of the concepts, this project implements a suitable literature review as well as provides methodology those are used in order to execute the project. On the other hand, the possible findings and result after the analysis are demonstrated in order to find the consequences associated with the concepts. At the end, the possible recommendations are implemented based on the findings of this project. Purpose The major purpose of this project is to specify the functionality as well as the significance of the digital service catalogue in the modern business organizations. This project would also analyze how the digital service catalogue can be classified and how the classifications can be effective in terms of being the effective tools of knowledge management in IT services of the organizations. Another important purpose of this report is to facilitate the customer relationship system functionality in the organizations. Objectives There are several important objectives of this project. These are as follows, To signify the importance of the Digital Service Catalogue in order to organize and collect information technology related and business services. To understand, the functionality as well as the significance of the classifications of the Digital Service Catalogue To establish the significance or the importance of the Customer Relationship Management in the modern business operations in the contemporary corporate world. Scope of the Project The results as well as the findings of this research can be utilized as a source of primary data in the future researches on the digital service catalogue. The similar research can also be conducted in other different industries where the digital service catalogue can play a significant role in order to allow the employees and consultants to route their requests about and for the service related topics and services. Literature Review Digital Service Catalogue The service catalogue is a structured as well as an organized collection of all the services those are related to the information technology as well as business that can easily be performed by or within an enterprise (Han and Han 2013). Service Level Management would document the services given to the customers by providing all the details regarding the major features or the functionalities of those services, preferably within the Configuration Management Data Base (CMDB) (Chen et al., 2015). Most importantly, the service catalogues act as the tools of knowledge management for the consultants as well as the employees of a particular enterprise, permitting them for routing their requests regarding and for the services and the topics those are related to the services to the subject matter experts who operate, are accountable and own them (Arcilla, Calvo-Manzano and San Feliu 2013). Every service within this kind of service catalogue has generally controlled outputs, processes and input s as well as is very repeatable (Taconi, Barros and B.B 2014). These service catalogues also permit the management as well as leadership, as an example Chief Operations Officer for compartmentalizing the firm into more efficient as well as highly structured operational units. The Digital service catalogue is mainly comprised of information regarding processes, points of contact, pries as well as deliverables in order to request for a service (Kim et al., 2013). A catalogue typically would have two major views such as the customer facing view from that the users of business can select as well as browse services and a technical view that can exactly document what is necessary for delivering every service in that particular catalogue (Dismachek, Booth and Leese 2012). The Digital Service Catalogues or the IT service catalogues were introduced as a best practice for service management in ITIL v3. Most significantly the ITIL demonstrates an IT Service Catalogue as a structured document or database (Mendes and Da Silva 2014). As per Horvat, Jurman, M. and Mekovec (2013), if an IT company is interested in order to develop an IT service catalogue, the company starts by receiving inventory of all the services that they mainly offer. Someone in the department of IT services requires for managing the lifecycle, promotion as well as the implementation of the catalogue (Kampas et al., 2016). It can also be helpful for having workflow software automate service delivery. According to Horvat, Jurman, M. and Mekovec (2013), the digital service catalogue is also a very useful as well as a helpful tool in order to interact the value that an IT department starts to a business. Service Centralization The service Catalogue is a means to centralize all of the services those are essential to the enterprises stakeholders that can implement as well as utilize it (Nissen et al., 2015). Given its virtual as well as digital implementation through software, the service catalogue acts as a digital registry at a minimum and a means for the enterprises those are highly distributed for executing, seeing, finding as well as invoking services regardless of the places where they have existence in the world (Magdalena, Cerrada and Calvo-Manzano 2012). It also means that people in one part of the world can utilize as well as find the similar services that people in the other part of the world utilize, removing the requirement for developing as well as supporting the local services over a model of federated implementation (Hergerc et al., 2015). The centralization of services acts also as a means of recognizing the redundancies as well as gaps of services that can be then addresses by the firm for improving itself. Classification of Service Catalogue The digital service catalogue or the service catalogue itself is structured commonly in such a way where the registered services of it are categorized. A huge percentage of the classifications for the services are defined from an enterprises area and the features or the functions it generally performs like Fulfilment, Operations as well as Information Technology. The service catalogue can be classified into several subcategories (Cho et al., 2015). These subcategories are the marketing services, Support Services, Fulfilment Services and Product Development Services those are performed as well as consumed by most of the businesses all over the world. The purpose of the classification of the service catalogue is for facilitating the service curation like the procedure with the help of which books may be curated in a library. Service Catalogue Management The ITIL Service Catalogue Management mainly aims for ensuring that a Service Catalogue is maintained as well as produced, contained proper and accurate information on all of the operational services and those are being prepared to be operationally run (Brown et al., 2014). It also gives pivotal details for all the other processes of service management such as the independencies of the services, currents status, as well as service details. Process Description Service Catalogue Management was mainly added in ITIL v3 as a new process. The process of Service Level Management mentioned a service catalogue concept in the previous version of ITIL (Ahmad, Chauhan and Babar 2014). ITIL v3 actually takes further this particular concept by introducing a dedicated procedure for ensuring that the Service Catalogue is up-to-date as well as is comprised of reliable and relevant details (Cho et al., 2015). A clear differentiation exists among the services of business in the service catalogue as well as the supporting services. The interfaces of the process in ITIL 2011 have been slightly adapted by following the introduction of the process of Design Coordination. The overview of the process of Service Catalogue Management is presenting the most significant interfaces. Change Management and Service Request A significant integration for considering with the service Catalogue is the process of Service Request. The process of Service Request at a high level is same as the process of Change Management and is often taken into considered as being similar to what ITIL calls a pre-approved or standard change. the Service Desk function s for owning this process in several companies and be accountable for the end monitoring of its completeness. The requests entry point can be both automated and manual as well (Marrone et al., 2014). For an instance: A user makes a call of the Service Desk as well as makes a vocal request that is recorded as a record of Service Request. An Email is sent to the Service Desk that is translated then into a Service Request. A link is given on an internal organization intranet to a request form of self-service with a rudimentary list of options for selecting from (Han and Han 2013). A Service Catalogue also gives a personalized as well as a structured list of demonstrated offerings of service to a user or a customer (Chen et al., 2015). The user is presented the option within the catalogue for requesting a modified or a new element of service. Customer Relationship Management Customer Relationship Management or CRM is mainly a set of actions or activities in a particular business for identifying, maintaining, and development, acquisition, verifying profitability as well as the customer loyalty by giving appropriate services as well as goods, at the specific and proper time to the exact customer through the correct channel or medium at the proper cost (Neslin 2014). Customer Relationship Management refers to the guidelines, practices as well as principles that a company follows while communicating with its customers (Hollensen 2015). This entire relationship from the point of view of organization encompasses direct communications with the customers like the processes those are related wit he service as well as sales and forecasting and analysis of the customer behaviours and customer trends (Khodakarami and Chan 2014). CRM ultimately serves for enhancing the overall experience of the customers. With the development of the internet as well as the related technologies, customers are mainly concerned over the safety as well as privacy of their personal information. Thus, business require for assuring the analysis and the storage of the data of their customers has the highest level of protection against the identity theft, cyber criminals as well as other security breaches. Change Management and Customer Relationship Management With fierce competition as well as thin margins for the dollar of customers, the efficiency of the internal business process of a particular company does not guarantee success. The capability for reacting instead quickly to changes in the market as well as for quickly adapting the needs of customer gives the competitive advantage (Zeithaml, Berry and Parasuraman 2012). The evolution has prompted a new strategic approachs development, towards a better capture of the dynamic change from the ecosystem of the company to the ecosystem of the customer. The enhancement in the engagement of the customers has paralleled the continuation of the evolution of the new digital technologies such as social media and others as well as internet (Tseng 2016). The design of the new services those are based on CRM with utilizing the digital technologies present as well as implementing in to the organization. Benefits of CRM for Customers Improve the customer services customers in general would have similar few questions, requests or concerns (Siu et al., 2013). The services of CRM give the capability to an organization for managing, allocating as well as producing or something implemented by the customers. Increased one to one service or personalized service one to one service or the personalizing customer service gives organizations improving gaining as well as understanding knowledge of the customers as well as also to have better knowledge regarding the demands, requirements and the preferences of the customers as well. Responsive to the requirements of customer the needs as well as the situations of the customers can be understood by the enterprises aiming on the requirements of customer. Customer Segmentation Segmentation is utilized in CRM for categorizing customers in accordance with some similarity like job, industries or some other characteristic, into same groups. However, these kinds of characteristics can be one or more attributes. It can also demonstrate as the subdivision of the customers depending on already known good discriminator. Improve marketing customization - marketing customization meaning is that, the organization or firm change as well as adapts its products or services depending on the presentation of a unique and different services or products for every customer (Martelo, Cepeda and Barroso 2013). Customer needs are met customization with the purpose of ensuring that is utilized by the organization (Wang and Feng 2012). Organizations can keep investment in information from the customers and after that customizes their services or products as best as they can for maintaining the interests of customers. Time Saving It would let organizations for interacting with the customers very frequently, by the communication way and personalized massage which can be synthesized frequently and matched on a timely basis and they can finally better understand their customers as well as thus look forwards to their requirements (Zakaria et al., 2014). Improve the customer knowledge enterprises can improve as well make services and products as well through the information from the process of tracking customer behaviour to the needs and tastes of customer ((Nguyen and Mutum 2012). CRM could also make a contribution to a competitive advantage in order to improve the ability of an enterprise of the information of customer collecting for customizing the services and products in terms of the requirements of customers. Digital tools and Techniques involved in CRM Social Media the computer mediated tools that can permit companies or people for creating, sharing or exchanging networks, videos or pictures in virtual communities, ideas, career interests as well as information (Nwankwo and Ajemunigbohun 2013). Cloud computing it is a kind of computing based on internet that gives a shared processing data as well as resources to the computers and other devices on requirement (Bhardwaj, Pandya and Patel 2014). It is a model in order to enable on-demand, ubiquitous access to a shared pool of configurable resources of computing that can be rapidly released ad provisioned with the minimal effort of management. Big Data It is the term for the sets of data that are so complex or large that the traditional applications of data processing are inadequate (Kumar and Reinartz 2012). Challenges incorporate data curation, updating, querying, visualization, transfer, storage, sharing, and search as well as information privacy. Bid data also refers to the utility of the predictive analytics or other specific methods for exacting value from data and seldom to a specific size of the set of data. Mobile Application Mobile is such a computer program that is implemented for running on the mobile devices like tablet computers and Smartphone (Kumar and Reinartz 2012). There can be such specific mobile application can be effective in order to design the functionality of the CRM system (Yadav and Singh 2014). Mobile CRM is such an application that can build the functionally of CRM system. CRM software this kind of software is actually implemented for helping businesses meet the entire objectives of the CRM (Sharma and Ranga 2014). The CRM software of todays world is highly customizable as well as scalable permitting businesses for gaining actionable insights of customer with a view business opportunities, back-end analytical engine with the predictive analytics, personalize customer service and streamline operations depending on the known history of customers and prior communications with a business. Methodology Research Methodology is such a platform that can help in order to define the suitable and exact technique that require to be considered in terms of acquiring the complete as well as detailed process requirement (Blessing, Chakrabarti and Blessing 2014). The research methodology is that chapter in a particular research that can help in order to have an in-depth analytical view as well as understanding of the subject with the help of the methods of research (Blessing, Chakrabarti and Blessing 2014). The correct research methodology application results in the correct and appropriate findings that help in order to shed light on the subject of the research. Nevertheless, there are some shortfalls could be faced in the data collection method in research methodology. The methodology apart from that can also help in order to make the findings by conducting the research that could be noticed with the reference to the topic of the research. Types of Investigation In this particular section, the researcher has tried for acquiring a deepened aspect through positivism. The positivism paradigm is mainly utilized for continuing the research with the help of the statistical as well as the empirical data. The major and important fact of positivism is that it mainly deals with the testing outlook the data those are present without the utilization of the emotions of human being (Blessing, Chakrabarti and Blessing 2014). The positivism process is utilized, as it is much more independent as well as scientific of the thought process of human being. The statistical data that can be received is utilized for understanding the scenario on the opinion. Therefore, the data could be related to the topic that is researchable and are discrete only for the findings. Interpretivism is such a concept rather an idea where a utility of the human thought as well as the feelings of them is there (Groves et al., 2015). The paradigm in this scenario deals with the utilization of the deepened understanding of the sayings of people about the subject if the research. there are some few specific issues that could not be understood with the help of the data structured in a tabular manner and requires the understanding beyond statistics. On the other hand, Realism is such a concept that is mainly derived from both of the concept of Interpretivism as well as Positivism. It is regarding the utility of the several types of exploration that it can be got that few things exist without human beings knowledge (Pierce and Sawyer 2013). Apart from that, few things could also be there that may not be analysed with the only help of the statistical data. Justification of using the technique in the project (Positivism) The positivism method is mainly utilized in this research or this project for making it more unique or exceptional with the help of the statistical data that can provide a proof of the hypothesis (Groves et al., 2015). It is utilized for getting the viable options or selections that are independent of the interventions as well as the thoughts of human being. Research Approach The approach of research is such a topic or the subject that is mostly utilized in terms of understanding the process through that the research is needed to be continued by the researcher in this research. Any research can easily be understood within the sub-division of the approaches of the research (Minton et al., 2013). These are the deductive method as well as the inductive method. Any of the research approaches can be utilized or a research can also even require both of them. The research approach that is the Inductive approach s mostly utilized for examining the topic with the help of the statistical data that would mainly be gathered in the research or the project (Pierce and Sawyer 2013). There can be a conclusion in utilizing this particular part of the approach of research, using the data for forwarding a new opinion of the participants of the research. It can easily be stated in case of the deductive approach that it is mainly regarding the validation of the theories or the details or the information that is there already in the society. It is that particular concept to focus on the behaviour of the human being in the society (Minton et al., 2013). It is the utility of the particular hypothesis that is existing instead of the formulation of the conclusion with the help of the information. Justification for using the technique (Deductive) The technique of the particular research approach that is deductive approach has been utilized in this particular project as there are some theories that can easily be examined in the topic of this particular project. The technique or the method is utilized so that it can make a validation of a theoretical understanding of the deductive approach for coming to the exact and proper conclusion. Different versions are there in this project or the research on the same as has been propagated by the several researchers. The utility of this particular approach would generate the powerful basis for analyzing the subject. Research Design The design of a particular research or a project can be segmented into descriptive, explanatory as well as exploratory. It is such a framework that the research is required to be conducted. There are several kinds of approaches those are mostly followed in case of designing a particular research so as for formulating the frame (Pierce and Sawyer 2013). It offers a much better understanding of the design of the research. As per the academic research, the exploratory research is such kind of research where new avenues are there those are mainly researched as well as analyzed. No well-maintained and well-structured hypothesis is there in the same. The researcher therefore, has made an exploration in terms of finding the research hypothesis (Minton et al., 2013). It can be stated in case of the explanatory research that few occurring are there in the society that are repetitive in nature as well as can also be obtained due to that reason at any point of time (Blessing, Chakrabarti and Bl essing 2014). The researcher, eventually in the descriptive research can also follow a particular hypothesis that is present already for continuing further on the research in terms of getting the detailed and informative analysis of the same. Justification of using the technique (Descriptive) The reason to utilize the descriptive approach in this particular research is that it is utilized for getting into the informative as well as a detailed concept of the digital service catalogue as well as the Customer Relationship Management System. It could be analyzed rightfully with the help of the deductive method that there is a significance of the digital service catalogue over the Customer Relationship Management System. Sampling This particular project is mainly conducted based on the secondary methods of the data collection and therefore, the details gathered by the same are kept into utilized in terms of completing successfully the entire course of this project. Data Collection Methodology the data gathered for a project or a research can be gathered normally by two different techniques those are referred to as the secondary as well as primary data collection techniques (Groves et al., 2015). This particular project or research is comprised of the secondary data and that is the major reason the data are gathered only by means of the quantitative data. Secondary Data Collection in this particular section of this research the data is mainly gathered from the several journals as well as books that have a deepened connectivity with the subject of this project (Minton et al., 2013). In addition, the several websites those have a relation with the subject of this project are also utilized along with several articles of the Customer Relationship Management and Digital service Catalogues. Quantitative Data Data is mainly gathered in this particular section for determining significance of the digital service catalogues as well as the customer relationship management those are considered from the various journals and articles (Pierce and Sawyer 2013). Accessibility Issues The worst portion of the various issues faced were the problems of the extremely low budget as well as the lack of time. Various sites surfing as well as the extraction of the information as well as the intended journals was also a huge hectic section for completing. In addition, several legal and ethical formalities were to be concerned in terms of executing the project in a smooth as well as a flexible way. Time table Main activities 1st week 2nd week 3rd week 4th+5th week 6th week 7th week Topic Selection Literature review Research methodology Secondary data collection Analysis and data interpretation Findings Conclusion and Recommendation Final submission Introduction This particular section of this project is mainly aimed for building a quantitative analysis in terms of specifying the significance of the Digital Service Catalogue as well as the its importance the Customer Relationship Management System. The quantitative analysis can be carried out in both ways like using secondary research and primary research as well. Nevertheless, this particular project has selected the secondary data collection technique in order to conduct the quantitative analysis. The secondary data have been collected from several journals as well as articles on the subject of this project. Therefore, researcher has considered the secondary data collection technique for conducting this particular quantitative analysis for identifying the significance of Digital Service Catalogue in terms of the implementation and functionality of the CRM system. In order to conduct the entire quantitative analysis, the researcher has considered four themes regarding the importance of the digital Service Catalogue over the business services, benefits of IT Service Catalogue, importance of CRM and Combination of Digital Data with Traditional CRM respectively. the prime features or the functionalities of these themes in this particular secondary quantitative analysis of this study is for demonstrating the significance of the widely used digital service catalogues and the CRM systems in the modern business operations. The researcher as a whole has actually used the crucial findings by discussing the hypothesis in order make awareness as well as knowledge regarding the worldwide utilization of the Digital Service Catalogues in the Customer Relationship Management. Quantitative Analysis and Findings Theme 1 Importance of the Digital Service Catalogue H1 The Digital Service Catalogue is important in order to collect and organize information technology and business services The services related to the information technology as well as the other business services must be organized as well as collected in a very systematic way. The Digital Service Catalogue mainly maintains that system or provides a suitable structure to the whole procedure of collecting and organizing the services (Rahimi and Kozak 2016). As the Digital Service Catalogue acts as an important knowledge management tool thus, it helps the employees and especially the enterprise consultants to route their requests for and regarding the services (Koegler et al., 2013). Therefore, the above mentioned hypothesis has been proven true. H0 The Digital Service Catalogue is not important in order to collect and organize information technology and business services As per the importance of the digital service catalogues are concerned, therefore, it must not be said that the digital service catalogues are not important for the business operations. It has been noticed for quite a long time that the digital service catalogues are very important to organize the IT and other business service. Thus it can be said that this alternative hypothesis is not valid for this discussion. Findings After the entire discussion of the hypothesis and the alternate hypothesis, the importances of the digital service catalogues have been established. The reason is that this particular service catalogue has several significances over the business services. Most importantly, it has a huge impact on the cloud services. Capacity Demonstration that it is the perfect way for the service provider for demonstrating the potential of the team while a digital service catalogue is given (Bhattacharjya and Ellison 2015). Easier for letting the customers know some specific services are EXTRA It requires to be done anyway It always helps while bargaining Creates a differentiation among the businesses that are using digital service catalogue and the business which are not using business service catalogues (Wang, Meng and Butler 2015). The utilization of the digital service catalogue for the services of cloud computing is an integral part in order to deploy services on the public as well as private clouds (Mohammad, Rashid and Tahir 2013). Users intends for consuming cloud services would utilize a cloud service catalogue for viewing that the services of cloud are present, their features as well as know the technologies utilized for providing the services. Theme 2 Business Benefits through IT Service Catalogue H1 IT Service Catalogue can maximize the benefits of business The IT service Catalogue plays a significant role in terms of benefitting the several businesses that are using IT service Catalogue to organize and collect business services (Baksi 2015). The IT service catalogues most aims for describing not only every service as well as its attributes but the objectives of it. Therefore, the validity of the above stated hypothesis has been proven. H0 IT Service Catalogue cannot maximize the benefits of business As per the benefit of the IT service catalogues over the businesses are concerned, therefore, it must not be said that the IT service catalogues cannot maximize the business benefits. It has been noticed for quite a long time that the IT service catalogues can create huge benefits over the business and it has the potential to increase the business benefits as well. Thus it can be said that this alternative hypothesis is not valid for this discussion. Findings It can be found from the research on both of the hypothesis that businesses can maximize their benefits with the help of the utility of the IT Service Catalogue (Azhar 2015). This is because, the intelligence of this IT service catalogue cal help for ensuring that the offered IT services are aligned closely with critical strategies of businesses and substantially would contribute to the achievement of the major objectives. Theme 3 Importance of Customer Relationship Management or CRM H1 Customer Relationship Management System is important in modern business operations The requirement of the Customer Relationship Management System is increasing day by day as the Customer Relationship Management is referred to the practices, technologies as well as strategies that the organizations prefer to utilize for managing as well as analyzing the data and interactions of customer (Wang, Cavusoglu and Deng 2015). CRM system is that particular technology, procedures or the tool that can manage the functionality of the Customer Relationship Management. In other words, the Customer Relationship Management System is a set of the applications of software that can help a company for determining the preferences as well as needs their customers by storing, tracking, organizing as well as managing all the interactions of the customers (Nguyen and Mutum 2012). The Customer Relationship Management System is the most efficient as well as strongest approach in creating and maintaining relationships with customers. It is not only ideating strong personal bonding within peop le but also pure business (Nwankwo and Ajemunigbohun 2013). Therefore, by discussing this particular theme of this project, the validity of this particular hypothesis has been proven. H0 Customer Relationship Management System is not important in modern business operations While the benefits of the Customer Relationship Management System over the modern business operation are concerned, therefore, it must not be said that the Customer Relationship Management System is not important tool or technology for CRM while can effectively make easier the functionality of the Customer Relationship Management. It has been noticed for quite a long time that the CRM Systems can create huge benefits over the business operations and in this contemporary corporate world, without the help of CRM system it becomes very difficult for any business to communicate with the customers as well as keep track of the customer data. However, there are some difficulties or challenges can be faced by the business operations while implementing the CRM systems (Bhardwaj, Pandya and Patel 2014). Nevertheless, in spite of the disadvantages of the CRM systems, these tools are widely used in the organizations to manage the customer interactions and customer data as the ratio of the advant ages to the disadvantages of CRM system is much higher. Most importantly, the disadvantages or the challenges of the CRM system can easily be resolved. Thus it can be said that this alternative hypothesis is not valid for this discussion. Findings After discussing both of the hypotheses as well as the alternative hypothesis regarding the importance of the CRM system, several importance as well as significances of the CRM systems can be found. These are as follows: A CRM system is mostly comprised of a historical view as well as the analysis of to be acquires or the acquired customers (Kumar and Reinartz 2012). It helps in minimized correlating and searching customers and for foreseeing effectively the needs of customer and enhancing business. CRM is consisting of every bit of information of a customer (Peltonen 2015). Therefore, it is too easy for tracking accordingly a customer as well as can be utilized for determining which customer can be profitable and which customer cannot be profitable. The potential aspect of the CRM system is that it is very much cost effective. The benefit of the Customer Relationship Management System that is decently implemented is that there is very less requirement of the manual work as well as paper that needs lesser staff for managing as well as lesser resources for dealing with. the technologies utilized in order to implement a CRM system are very cheap also as well as smooth in comparison with the conventional business way. In CRM system all of the details and information is kept centralized that is present on fingertips anytime (Rahimi and Kozak 2016). It minimizes the time of process as well as it enhances the productivity. Theme 4 Combination of Digital Data with Traditional CRM H1 Combination of Digital Data with Traditional CRM is beneficial for enhancing the Customer Experience Digitalization is playing the most crucial role in every business in order to implement the business operations. Digitalization is the usage of the digital data as well as technologies for changing the model of a particular business as well as give new revenue as well as opportunities of value-production (Koegler et al., 2013). It is the procedure to move towards a digital business. Any conventional or traditional system can be improvised in the new way with a huge range of efficiency with only the help of the digital data or the digital technology. Therefore, in case of the Customer Relationship Management System, the combination of the digital data with the traditional CRM has resulted in the huge enhancement of the customer experience in todays contemporary business as well as IT related services. Keeping the customer at the heart of the strategy of an organization has been long the elixir to the success of business (Bhattacharjya and Ellison 2015). It has been pointed out that th e Customer Relationship Management System that is combined with the social, mobile as well as the digital data associated with the traditional touch points were outstripping those that did not. Most importantly, the art of the Customer Relationship Management has not been changed, but the channel or the procedure has been changed. The digitalized CRM system is all about talking to the customer in a reliable as well as a suitable way, on the right channel, at the right time as well as adding value to the life of the customer. There are several advanced tools, technology as well as software with the help of which the conventional CRM system has been improved in such a manner so that the contemporary CRM system can ensure the more efficiency as well as reliability (Koegler et al., 2013). Therefore, by discussing this particular theme of this project, the validity of this particular hypothesis has been proven. H0 Combination of Digital Data with Traditional CRM is not beneficial for enhancing the Customer Experience As per the benefit of the combination of the Digital Data with the traditional CRM over the customer experiences are concerned, therefore, it must not be said that the of the Digital Data with the traditional CRM is not beneficial for enhancing the Customer Experience. It has been noticed for quite a long time that the Combination of Digital Data with Traditional CRM can create huge benefits over the business and it has the potential to increase the Customer Experience as well. Thus it can be said that this alternative hypothesis is not valid for this discussion. Findings The entire discussion made on both of the hypothesis regarding the benefits of the combination of the digital technology with the conventional CRM System, it can be stated that improvisation of the traditional CRM system has provided more reliability as well as efficiency to the process of CRM. There are several advantages of the combination of technical data with the CRM system. These are as follows: No Duplication Businesses those have made the integration of all the touch-points into a single view CRM system are outperforming those that are not as they do not make the duplicate of the messages (Wang, Meng and Butler 2015). 1-2-1 Conversations Data drawn from email, Facebook and other social media websites means huge multinationals now have the scope for having a 1-2-1 conservation with their customers (Wang, Meng and Butler 2015). Enhancing the real-time relevance As a channel, utilization of the mobile for collecting as well as harnessing data has permitted organizations for creating personalized, targeted as well as specific offerings like e-coupons triggered by the geo-data (Azhar 2015). Agile Customer service Organizations those have embraced as well as not shied away from the social media, now responds instantly to the conversations with the customers (Mohammad, Rashid and Tahir 2013). It can easily define agile customer service. Greater Personalization Opportunity Organizations can make personalization of the content for offering the greatest reward to the customer by tracking online as well as offline activity (Baksi 2015). Summary The entire quantitative analysis made with the help of secondary data collected from several journals has successfully established the significance as well as the importance of the digital service catalogue in the modern business operations. With the help of the entire discussion and the analysis, the relationship between the traditional CRM as well as the digitalization with the help of digital service catalogue has also been demonstrated. In addition, with the help of the entire discussion made in this chapter, the IT Service Catalogue has been identified as the factor of enhancing the business profit by proving excellent customer experience. Discussion Key Findings of the Project The entire project has demonstrated several concepts and several understandings regarding the effectiveness of the Service Catalogues or the Digital Service Catalogues. It has also illustrated the implication of the Digital Service Catalogues over the improvisation of the Customer Relationship Management System. The Customer Relationship Management System is a very effective tool to manage the interaction of the company with the future as well as the existing customers. Therefore, how the digitalization with the help of effective digital service catalogue is affecting the Customer Relationship Management in order to accomplish all the functionalities of CRM in the IT related services or the other business services. Most importantly, the entire discussion of this particular project has presented a view of the fact that how the IT Service Catalogue has become very useful in order to maximize the benefit of the businesses. After the entire discussion, it can also be understood that how an organization can be able to determine the preferences as well as the needs of their customers by managing and organizing all the interactions happened among customers with the help of a set of software applications. In addition, this entire project has portrayed operations of both of the concepts by connecting them in order to demonstrate the effective benefits and management services that an organization can achieve with the help of both of the concepts. Strengths and Limitations of the Project Strengths There are several strengths of this particular project on the digital service catalogues and Customer Relation Management. These are as follows: This project has successfully specified significance of the Digital Service Catalogue in terms of collecting as well as organizing information technology related as well as the other business services. This particular project has successfully made an understanding of effectiveness of the digital tools in order to make the Customer Relationship Management System work effectively in order to maintain the customer relationship with the organization. It has also successfully established the importance of the CRM System in the modern business operations in the contemporary corporate world. Weaknesses Along with the strengths, this project also has some weaknesses or some limitations. These are as follows: The prime weakness or the limitation of this project is the legal formalities as well as the time as there was a wide range of scarcity about the budget of this project. The time given was also very short as well as about this fact, several Time Management skills were applied throughout the research at the intended section. Recommendations The Digital Service Catalogue as well as the Customer Relationship Management is not free of issues or challenges. The most crucial problem with the tools of the CRM is that the expensiveness. However, there can be few recommendations those must be considered. these are as follows, The businesses should make the necessary investments as well as be prepared for waiting and letting the advantages actualize instead of demanding instant solutions and being impatient. In order to improve the infrastructure of the IT service Catalogue, the redesigning should be done on it. Therefore, a three level catalogue can be designed directed at the business partners, applications developers as well as the employees. These three levels can be The employee computing hub, The part locker for the applications developers and The brokers guide for the business leaders. On the other hand, the organizations whose operations are mainly based on the Customer Relationship Management System, they should provide the facilities of the proper and effective training programs to the employees, as the process of using the CRM system is a bit complicated. Without a proper training, the employees would not be able to execute the CRM tools. Thus, the ultimate outcome of this problem is the less production from the employee end. Conclusion In simple words, the basic functionality of the IT service Catalogue is to establish a clear picture of the required services of business as well as to improve the customer relationships by implementing proper Customer Relationship Management System. However, this particular project has mainly highlighted the functionality of the digital service catalogue in improving the Customer Relationship Management system along with the other features of the digital service catalogue. From the entire discussion of this particular project, it can be understood that the Service Catalogue is very significant in order to implement the functionality of the Customer Relationship Management. After successfully completing the entire project, the fact can be ensured that the customer relationship management system can more effectively integrate as well as automate the customer support, marketing as well as sales support with the help of the IT Service Catalogue. The adaptation of the Digital Service Cat alogue can create a huge awareness of the relationship variety a customer can have with a particular enterprise. The organizations can be good by utilizing digitalization in CRM system at capturing demographic data like education, income, age as well as gender and creating connectivity between them with buying information for categorizing the customers into profitability tiers but it is only the mechanical view of the customer relationship of an enterprise. The organizations should implement all the effective tools and technology of the Customer Relationship Management and the digitalization with the help of the digital service catalogues can help the organizations in order to do that. On the other hand, the organizations should remember the challenges as well as issues related to the implementation of the Digital Service Catalogues in customer Relationship Management in order to adapt the CRM systems of thee organization. Therefore, the organizations all over the world should have to implement all of the recommendations those have been provided in the previous section of this project in order to overcome the problems. However, the organizations should be careful while implementing those strategies as the process of customer relationship management is very important for an organization as it is directly connected with the creation of business benefits. Reference List Dismachek, D.C., Booth, A.L. and Leese, J.A., 2012. National Environmental Satellite Service Catalogue of Products. Nissen, V., Jung, D., Petsch, M. and Prg, C.P., 2015. Recommendations for a general IT Service Catalogue structure.Enterprise Modelling and Information Systems Architectures,10(1), pp.89-108. Kampas, S.R., Tarkowski, A.R., Portell, C.M. and Bhatti, N., Accenture Global Services Limited, 2016.System and method for cloud enterprise services. U.S. Patent 9,235,442. Herger, L.M., Keller, N.M., Mccarthy, M.A. and Pickover, C.A., International Business Machines Corporation, 2015.Listing A Candidate Service In A Service Catalog. U.S. Patent 20,150,356,577. Cho, W.W.A., Husak, S.R., Ge, L. and Hydrie, A., Microsoft Technology Licensing, Llc, 2015.Media content catalog service. U.S. Patent 9,055,317. Brown, G.L., Coffey, B.F., Dawson, C.J., Rick, A.H.I. and Viswanathan, M., International Business Machines Corporation, 2014.Provisioning services using a cloud services catalog. U.S. Patent 8,924,559. Ahmad, A., Chauhan, M.A. and Babar, M.A., 2014. Cloud Styles-Towards Establishing a Catalogue of Styles for Architecting Cloud-based Software. Marrone, M., Gacenga, F., Cater-Steel, A. and Kolbe, L., 2014. IT service management: a cross-national study of ITIL adoption.Communications of the association for information systems,34(1), pp.865-892. Han, J.J. and Han, K.S., 2013. A Study on Service Quality Factors of Logistic Catalog Management System Affecting the Service Trust.Journal of Digital Convergence,11(11), pp.257-263. Chen, A., Di, L., Bai, Y., Wei, Y. Liu, Y. 2015, "Grid computing enhances standards-compatible geospatial catalogue service",Computers and Geosciences,vol. 36, no. 4, pp. 411-421. Arcilla, M., Calvo-Manzano, J.A. and San Feliu, T. 2013, "Building an IT service catalog in a small company as the main input for the IT financial management",Computer Standards Interfaces,vol. 36, no. 1, pp. 42-53. Taconi, L.H., Barros, R.M. and B.B, Z. 2014, "GAIA Service Catalog: A Framework for the Construction of IT Service Catalogs", Salesian Journal on Information Systems, vol. 1, no. 14, pp. 11-25. Horvat, N., Jurman, M. and Mekovec, R. 2013, "Specifying Service Catalog - a Case Study", Faculty of Organization and Informatics Varazdin, Varazdin, pp. 142. Kim, J., Will, P., Ling, S.R. Neches, B. 2013, "Knowledge-rich catalog services for engineering design",AI EDAM,vol. 17, no. 4, pp. 349-366. Neslin, S.A., 2014. Customer Relationship Management (CRM). InThe History of Marketing Science(pp. 289-317). Hollensen, S., 2015.Marketing management: A relationship approach. Pearson Education. Khodakarami, F. and Chan, Y.E., 2014. Exploring the role of customer relationship management (CRM) systems in customer knowledge creation.Information Management,51(1), pp.27-42. Zeithaml, V.A., Berry, L.L. and Parasuraman, A., 2012. Customer Relationship Management: Concepts and Cases.CUSTOMER RELATIONSHIP MANAGEMENT: CONCEPTS AND CASES, p.130. Tseng, S.M., 2016. Knowledge management capability, customer relationship management, and service quality.Journal of Enterprise Information Management,29(2). Siu, N.Y.M., Zhang, T.J.F., Dong, P. and Kwan, H.Y., 2013. New service bonds and customer value in customer relationship management: The case of museum visitors.Tourism Management,36, pp.293-303. Wang, Y. and Feng, H., 2012. Customer relationship management capabilities: Measurement, antecedents and consequences.Management Decision,50(1), pp.115-129. Zakaria, I., Rahman, B.A., Othman, A.K., Yunus, N.A.M., Dzulkipli, M.R. and Osman, M.A.F., 2014. The Relationship between Loyalty Program, Customer Satisfaction and Customer Loyalty in Retail Industry: A Case Study.Procedia-Social and Behavioral Sciences,129, pp.23-30. Nguyen, B. and Mutum, D.S., 2012. A review of customer relationship management: successes, advances, pitfalls and futures.Business Process Management Journal,18(3), pp.400-419. Nwankwo, S.I. and Ajemunigbohun, S.S., 2013. Customer Relationship Management and Customer Retention: Empirical Assessment from Nigeria? s Insurance Industry.Business and Economics Journal,2013. Kumar, V. and Reinartz, W., 2012.Customer relationship management: Concept, strategy, and tools. Springer Science Business Media. Peltonen, H., 2015. CRM system implementation supporting the management of customer relationships. Yadav, B.K. and Singh, A., 2014. Analyzing the Influence of Customer Relationship Management on Firm Performance: A Study of Hotel Industry in India.International Journal of Customer Relationship Marketing and Management (IJCRMM),5(3), pp.69-97. Sharma, D. and Ranga, M., 2014. Mobile customer relationship management-A competitive tool.EXCEL International Journal of Multidisciplinary Management Studies,4(7), pp.37-42. Rahimi, R. and Kozak, M., 2016. Impact of Customer Relationship Management on Customer Satisfaction: The Case of a Budget Hotel Chain.Journal of Travel Tourism Marketing, pp.1-12. Koegler, A., Moghaddam, H., Haas, C., Wocher, B., Hartig, S., Rajamohan, D., Barnbeck, J., Dreidemy, O.M., Mark, A., Wu, Y.C. and Ronnewinkel, C., 2013.Providing customer relationship management application as enterprise services. U.S. Patent 8,396,749. Bhattacharjya, J. and Ellison, A.B., 2015. Building Business Resilience with Social Media in B2B Environments: The Emergence of Responsive Customer Relationship Management Processes on Twitter. InRisks and Resilience of Collaborative Networks(pp. 170-177). Springer International Publishing. Mohammad, A.A., Rashid, B. and Tahir, S., 2013. Assessing the influence of customer relationship management (CRM) dimensions on organization performance: an empirical study in the hotel industry.Journal of Hospitality and Tourism Technology,4(3), pp.228-247. Baksi, A.K., 2015. Service quality customer retention and profitability assessment of State Bank of India through customer relationship management approach. Azhar, S., 2015. The Relationship between Customer Knowledge and Customer Relationship Management Towards Service Quality in Malaysia.Available at SSRN 2697877. Wang, S., Cavusoglu, H. and Deng, Z., 2015. Early mover advantage in e-commerce platforms with low entry barriers: The role of customer relationship management capabilities.Information Management Blessing, L., Chakrabarti, A. and Blessing, L. 2014. DRM, a design research methodology. Dordrecht: Springer. Groves, R., Fowler, F., Couper, M., Lepkowski, J., Singer, E. and Tourangeau, R. 2015. Survey methodology. Hoboken, N.J.: Wiley. Pierce, W.C. and Sawyer, D.T., 2013. Quantitative analysis. Minton, E., Gurel-Atay, E., Kahle, L. and Ring, K., 2013. Comparing data collection alternatives: Amazon Mturk, college students, and secondary data analysis. InAMA Winter Educators' Conference Proceedings(Vol. 24). Magdalena, A., Cerrada, J.A. and Calvo-Manzano, J.A., 2012, June. A practical approach for implemeting the service catalogue in micro, small and medium enterprises. InInformation Systems and Technologies (CISTI), 2012 7th Iberian Conference on(pp. 1-8). IEEE. Martelo, S., Cepeda, G.A. and Barroso, C., 2013, January. Recombining organizational capabilities to increase customer value: Tests of a three-way interaction. InAcademy of Management Proceedings(Vol. 2013, No. 1, p. 13589). Academy of Management. Bhardwaj, D., Pandya, D. and Patel, D., 2014, January. Implementing N-Tier Architecture for Improvement in Customer Relationship Management CRM. InInternational Journal of Engineering Research and Technology(Vol. 3, No. 1 (January-2014)). ESRSA Publications. Mendes, C. and Da Silva, M.M., 2014, September. Implementing the Service Catalogue Management. InQuality of Information and Communications Technology (QUATIC), 2010 Seventh International Conference on the(pp. 159-164). IEEE. Wang, P., Meng, X. and Butler, B.S., 2015, January. Ecology for Digital Innovation: Understanding the Evolution of Customer Relationship Management. InAcademy of Management Proceedings(Vol. 2015, No. 1, p. 18577). Academy of Management.