Western Countries Influence on China in the 19th Century

For quite a long period of time, China has had the largest economy in the world. Concepts such as use of money and development of merchant class were introduced by the ancient China. The Chinese exhibited a false sense of superiority as they believed that they had nothing to gain by trading with other countries. The country was locked to external trade and it was not until after the Opium War that the country was forcefully opened to the world, which carried both positive and negative effects (Rawski, Para. 2). In the time of cold war, the literature which talked about China’s development focused on two major issues, one was that the involvement in international trade was less likely to be helpful in search of economic development for poor countries. The second was that the culture and social structure of China was a great impediment to its development. It was believed that substantial development in the country would only arise after major and dramatic changes were carried out to the social structure and individual behavior (Overholt. 22). According to Rawski (Para. ), the 19th century was in the Qing Period of the Canton trade and the balance of payment was in favor of Chinese as the silver flowed into the country. It was at this period that the British discovered a favorable market for opium in China as it shipped opium from India. This new discovery made the silver flow to reverse as outflow of silver increased. The balance of payment was no longer favorable as the trend decrease d money supply in the economy. The resultant effect was a downward pressure on general prices of goods and services that led to economic problems. The Qing court wanted to stop the outflow of silver and Commissioner Lin was sent to Canton in the efforts to stop the trade of opium. He confiscated property that belonged to the British traders and destroyed this business. When the traders complained to their government, the British government responded with military pressure which led to the opium war and unequal treaties system. The British soldiers easily outgunned the Qing forces as they had superior weapons. The Qing then surrendered in the year 1842 and the treaty of Nanking was signed. It allowed unrestricted European access to Chinese ports and the island of Hong Kong was ceded to Great Britain. During the war, farm areas were destroyed, and millions of lives were lost that made China’s income to fall. Another war that emerged between the British and the Chinese led to grievous losses and British warships obtained unlimited access to all rivers in China provided they were navigable. All official Chinese documents were to be written in English (U. S. Department of State, Para. 10a). The system of unequal treaties had economic impact on China and it also infringed on their political sovereignty. It led to the imposition of a free trade regime that allowed unlimited trade in all goods and services which eventually was obliged to allow foreign investment and foreign trade as well. The fact that China was large and far from the coast, was a reason that the foreign trade was not a large component of the economy. However, with the coming of new technology which involved rail road and telegraph, the Chinese were eager to utilize these opportunities. New commodities were thus adopted and organizational innovations implemented. In 1860s, the Qing dynasty initiated several institutional reforms in order to deal with the problem of modernization (Gibson 59). The Chinese had a vague concept of European countries and it was not until the opium war that they tried to understand the west in form of their ideologies, social and political structures. Technology was thus introduced into the country as much as democracy and capitalism were recognized by the citizens. They realized that by being locked to other countries, they were left ignorant of significant concepts and ideologies from other countries. The need to conquer the west made them interested in understanding the west in form of their economic structures and political structures. It was certain that the defeat in the opium war was due to the better technology; lethal western weapons, and strong ships. It was then that reform was underway in China (Beeching 47). Economic Reforms In the early 19th century, China was completely closed and isolated itself from other countries in the world. Foreign trade was limited in the city of Canton and it was not until the opium war that led to the signing of Nanjing treaty, that China’s ports were opened and western merchants found their way into the Chinese market. The effect on Chinese economy was significant as they had least expected it. The effect of opening up of China did not have just the negative effects but it also had good and positive effects on the economy and social relationships which existed in the people of Qing Dynasty. Among the negative effects that we shall look in details are internal struggles, increase in the rate of crime, economic downfall in the city of Canton and the increase in the economic welfare at the cities of Shanghai and Hong Kong (Chesneaux, Marianne & Maie-Claire 7). Chinese local industries were affected by cheaper western machine made products. This created so much pressure on the local industries as they had to adapt and reform in order to compete with the western merchants. The defeat of China in the opium war was enough to convince the Chinese that they were no longer the ‘Heavenly Middle Kingdom’ that they always thought they were. They were thus awakened and exposed to the reality of progress (Gibson 32). Chinese were used to being self reliant as they had a self sufficient domestic trade. This was occasioned to a large extent by the fact that it has an immense home trade. It has a vast land that their internal trade is sufficient to perform commercial operations. In opening up, China was able to compare itself with other nations internationally and thus realized that it was no longer on top of the world. Chinese thus developed a sense of purpose and a desire to improve their economy; it was a period of awakening the giant (Chesneaux, Marianne & Maie-Claire 53). Various economic repercussions were obtained after the opening of China. The flourishing of foreign trade was evident as China increased its export from 7. 5 million kilograms of tea in 1843 to 42 million kilograms in 1855. The export of silk also increased significantly. The demand of tea and silk led to the expansion of tea and silk producing regions as they greatly benefited from foreign trade. Another economic effect was a monetary crisis which resulted from the increased volumes of trade activities. There was a reduction in the Spanish silver dollar and it appreciated so much that it was abolished and the Mexican dollar introduced. These problems were enhanced by internal monetary crises that were instigated mainly by poor administration. The copper cash that prevailed in China depreciated significantly as a result of inadequate supply of copper. This devastated Chinese financial system and in 1853, the country had to result to paper money (Beeching 67). There was a significant effect on the textile industry. Prior to the Opium War, the Chinese made cloths by hand. This industry was almost eliminated as open system led to the importation of cheaper machine-made cloths and other products. The native textile industries had to adapt by lowering their charges, though this was detrimental to the textile workers. Their wages were reduced as the textile industries looked for ways of reducing their operation costs and led to lowering the living standards of these workers (Beeching 63). The old Chinese self-sufficient economy was changing under pressure. China’s social-economical development was affected by western capitalistic societies. This however did not lead to the formation of capitalistic China but rather made it to a semi-colonial semi-feudal state. The Chinese industries had been exposed to the outside states but at a time when they had not anticipated it. They were thus less prepared and less equipped to compete with these international industries. The opening up of China meant that the people who used to transport goods to Canton (mostly the Hakkas) were left without jobs. The majority of trade shifted from Canton to Shanghai as Shanghai had been opened for foreign trade. The Hakkas were considered to be ethnic minorities by the natives of Canton which led to a competition between the two clans in form of farming and economy. This led to wars between the two clans and as a result, hundred of thousands of lives were lost and the effect was quite significant to the China’s economy. The population which had made the country prosperous was being threatened by this internal wars and struggles (Chung, Para. 4). China was no more affected as a series of natural disasters also stroke the country. The Huang He River had burst its banks and flooded a vast portion of land in the year 1851. In 1855, the river flooded again and the fertile and among the most productive province of Jiangsu was in ruins as farmland was destroyed and loss of lives intensified. The Qing government could not afford to provide adequate aid to the survivors as funds had been drained during the opium war and against the Taipings rebellion. The government was also busy in negotiating for military aid with the European powers. The Qing government also faced contempt from the Nian movement which had just begun. The government was thus placed in a very unstable situation by all these occurrences and frustrations (Chung, Para. 5). According to Chung (Para. 7), the Muslim rebellions that tried to enhance equal rights among the Muslims and the non-Muslims, the Taipings rebellion, and other groups that were opposed to the Qing government failed to strike a solution to the prevailing social and economic crisis, as millions of people died. The much relied agricultural industry was severely affected by these rebellions as the countryside was ruined in these battles and countless people lost their lives. This led the Qing government to increase its dependence on the European Imperial forces and subsequent purchase of modern weapons. These internal conflicts made it hard for the Qing government to concentrate its military powers and it thus lost external wars: the Second Opium War (1856-1860) and Sino-Japanese War (1894-1895). The effect was an occupation of Beijing by an international force and the agreement of the Boxer Protocol (1901) which was done under humiliating terms. The government was to indemnify the European powers for the losses that they had suffered. The Qing court resisted reforms and revolutionaries and reformers advocated for overthrow of the Qing dynasty in order to form a republic. The Qing government was eventually weakened by the numerous rebellions as they tried to pursue economic stability as the economic crisis had worsened by the end of 19th century to a national status (Chung, Para. 10). The Rise of China’s Economy The growth and the sudden rise of China is one of the greatest economic successes in the world. With economic reforms in China which started in the year 1979, to 2008 China’s economy is believed to have grown 14-fold in real terms. This has led to the raising of hundreds of millions of people out of extreme poverty. On per capita basis, China is relatively poor though it is currently the world’s second largest economy. This has led to increase in economic ties between China and the U. S. China is still marked with low-cost labor and as such, most U. S. companies operate in China so as to benefit from the vast and booming Chinese Market and low cost of operations as a result of taking advantage of the low cost labor in their export-oriented manufacturing (Rawski, Para. ). The basic improvements seem to have originated from four modernization strategies in Agriculture, industry, science and technology, and National Defense. This meant that rural electrification had to be initiated, a total industrial automation, a focus on a new outlook of the economy, and an enhanced national security and strength on defense. Mechanization in agriculture and subsequent use of irrigation, led to the modification of the ind ustry so as to enhance production, better farming methods were also encouraged (Rawski, Para. 9). The Chinese social and cultural structure had been thought that it was a major constraint to economic growth and development. The rapid improvement in economic conditions of the Chinese is a clear indication that the social and cultural structures might be conducive to growth. There are certain elements of Chinese culture that generate an enterprising spirit which is not found in most cultures in poor countries. One would pose to wonder why this enterprising spirit didn’t have major effects in the 19th century as it had after the minor reforms in 1978 which initiated explosive growth. China used improvements in the heavy industry and infrastructure. Development of modern highways, and compounding of Petrochemical, steel and other industries ensured that the economic capacity of the nation was improved. This rapid growth was also initiated by the use of cheap labor which was used extensively in manufacture and subsequent export of low-end products (Overholt 23). The Implications The opening up of China and the subsequent catastrophic occurrences had negative impacts on the economic well being of China. The Western countries undermined China’s self sufficient economy, the rural homestead industries were as much adversely affected as the development that occurred in the urban market economy. On the other hand, it opened the nation to compare its progress with other nations as well. Technology was imported from the western countries and all this worked to enable the nation develop unbiased opinions on the working of international economies. The Chinese government established commercial and modern enterprises as a result of stimulation from the western capitalism. Many of the established enterprises went bankrupt as a result of poor administration, but the established modern industries thrived which enhanced the social-economic development of China. The modern industries stimulated the growth of Chinese capitalism and formed a basis which has marked a tremendous improvement of the Chinese economy (Chesneaux, Marianne & Maie-Claire 48). It is a wonder that a nation that could barely feed its citizens is an industrial giant with the leading capacity in steel production, aluminum, cement and coal. The U. S. ad been the world’s leading auto market but in January 2009, China had turned the tables. It had also been named the top producer of merchant ships in the year 2007. It is clear that the western influence had negative impacts to China at first but today China has all to gain. The exposure to the western markets at such a critical time gave the nation a clear understanding of improved technology and the workings of international markets and economies. China thus used its capacities and its capabilities so as enable it obtain control in this international market. When we compare China to North Korea, a country that was free from western influence, then we can confidently say that Western Influence was what was needed to awaken the sleeping giant in China (Overholt 29). According to the U. S. Department of State (Para. 20b), in the Mid-19th century, the western countries focused the capitalist diplomacy on Korea. The policy which was adopted by the Leaders made the region to be termed as Hermit Kingdom. Korea remained independent until late 19th century when China wanted to block the influence Japan had on Korean Peninsula and the pressure by the Russians. This led to the afore-mentioned Sino-Japanese war in which Japan emerged victorious. Korea was thus annexed as part of the Japan Empire which had strong colonial administration and control and it was not until the end of World War II in 1945 that Japan surrendered. This led to the division of Korea, where the United States administered the southern part and the U. S. S. R. took over the northern side. North Korea attacked South Korea in 1950 and the United Nations sent troops to support South Korea. China Supported North Korea until an armistice agreement was signed in 1953. North Korea is governed by a centralized government under the Communist Korean Worker’s Party (KWP). Minor parties do exist but under limited power and scope of authority. It has a record of wide violations of human rights as the government has total control on all issues in the state. The media is controlled by the government that it is not a wonder that ‘North Korea was ranked second to last on the World Press Freedom Index’ (U. S. Department of State, Para. 23b). North Korea spends quite a substantial proportion of its income on military, but the nation has not yet become self-sufficient in food production. Technological links were disrupted and affected with the collapse of communism in the former Soviet Union in 1989. The GDP of the nation has stagnated for quite a while and it is far much below China in economic development and in the living standards of its nationals (U. S. Department of State, Para. 18b). Conclusion The Chinese people were against the opening of China by the Opium War, but the control of China and influence by the Western countries made China a semi-feudal semi-colonial state. It was not until then that technology found its way into China and the Chinese were quick to use it to their advantaged. The shameful defeat in the Opium War made the Chinese vow to strengthen their country in order to prevent a repeat of the same. This has inspired the nation to the current situation of growth and influence in the world. In fact China is very reluctant to succumb to international pressure as it is on its way to gain the title the world’s economic giant.

Contribute to the Child and Young Person Development Essay

An explanation of how to give adult support to the children for each of these transitions. If the child has had a death in the family. For instance, a child that they miss their parents or families and they want to be with parents and don’t like to stay at the nursery, firstly they need to be reassured, hugged and soothed, so they can feel that you are there to help them to listen to them, I can talk to them and encourage him or her to do some activities that can help the child to forget the parents for a certain hile, I can encourage him or her to play with other children, tell them a story, or bring them in a home corner to have a quiet time or 1 to 1 talking so they can express their feelings and afterwards they’ll might feel like getting involved with other children when they feel more comfortable and they can make friends and make their bereavement fade with time. They will also need therapy so they can talk through this difficulty or psychologists to help the chil d. Going to nursery. Going to nursery for the first time is not easy, the child might be worried because they don’t have friend there, they don’t know anyone and they don’t know what do, most of the children, will be shy, and so on. As a nursery practitioner I need to know how to deal with children at the first time in the nursery and I need to think of what best I can do to help them settle in, to make the children development progress. It would be good to meet the parents and child before starting nursery, to see the child daily environment by a home visit. Some children find it difficult to separate from mummy when starting the nursery and might cry, I can seat him or she on my lap reassuring the child, talk to him or her 1 to 1 let the child know that mummy will come back later after lunch, at this time children need to be hug and soothe so they know I am there to help them, take care of them, give them love, I can introduce the other children to him or her, the child might get interested in what other children are doing so I can encourage and help the child to join in. Some might take a while to settle in and might cry they might have a special toy that they use for comfort and bring it with them. All the staff of the nursery will need to work hard to encourage the child to take part in activities, to make him or her feel welcome. I could talk to parents to know more the child’s like and dislikes and use the knowledge to make an interesting activity for the child. Also allow them visits beforehand to the nursery and so they became familiar with the staff. Moving home/ country. Families who moved from one place to another, it’s quite hard for the child to adjust to a new environment, education and people. But I can do a various activities to help assist the child to deal with their emotional feelings while transition takes place. If a child is new, I can encourage the child to talk about where they used to be, I could look at a map with other children and show where he is from and how far he come from, maybe we could encourage the child to draw a picture of the new nursery to send it to ask his parents to send it to their friend in that country or even family e. . grandmother. Allow the child time to settle in. I can spend time with the child doing 1:1 activities so that they can get to know me. Admitted to hospital. When a child has a long term medical condition and needs to be admitted to hospital very often, it gets hard on the child when coming back to school as they have missed much, I can keep in contact with the parents to know the child progr ess, I could arrange to bring the child homework so he or she can keep up with the rest of the children, I could arrange to visit him or her with some student at a time to encourage him or her. If it was a child from a nursery I could prepare some activities to take to the hospital for the child to make him or her fell included, encourage the children in the nursery to do a get well card, once the child was back at the nursery I could arrange a game of dressing up of doctors.

Disabled Person

Extreme sports are some special sport disciplines that only a small number of people in the world participate in. The reason for this are the special conditions under which the sports are done. Extreme sports are much more dangerous than ordinary sports. They are done in extreme conditions, for example in places that are remote and inaccessible, or in bad weather. There is a big risk of injury for the sportspeople. They often risk their lives if something goes wrong. However, this is exactly why some people find extreme sports so attractive Should extreme sports be banned as they put people s lives at riskExtreme sports have become popular in the last two decades. For may people practising them is the only way of living. For them the adrenaline is the most important thing in their lives and that s why they must try even more and more dangerous things. But, of course, that s not the only reason. Extreme sports are trendy and many people practise them just because of that fact. It s tr ue, that extreme sports, like bungee jumping, canyoning, rafting, ice climbing, snowboarding, surfing, parachute jumping, paragliding or mountaineering always bring a risk.Even if you are very good sportsman you must know that only one, small mistake can be very dangerous and can cause your death. Alhought many people die every year making extreme sports, the number of courageous is higher and higher. But its question of choice what are we doing in ours lives. For many people extreme sports are the only way of living. They have to feel adrenaline, they want to break their own records, they want to feel free. They usually say: there is a risk, there is a fun , but they know that they do it at one's peril.Extreme sports often are an escape from reality, from stress and from monotony. You don t have to think about your problems. You just think about yourself, you can relax, and prove that you can do things which are admired by other people. There is even a special TV channel- Extreme S ports , where everyone can watch amazing tricks, and crazy people who make that extreme sports are more and more popular in the world. But it s impossible to write what do the people feel during making extreme sports. You must try yourself to know how huge survival it is.And if you do it one time, it s very possible that you will do it often. But the question is if should extreme sports be banned as they put people s lives at risk And my answer is definitely not . As I said, It s question of our choices. If you want to fell more adrenaline than extreme sports are very good way. And even if the extreme sports were banned, people would do it still. Nowadays, the most popular sports have become insufficient. As a result people created some extraordinary sport disciplines and more and more people want to try them.I strongly believe that extreme sports should not be banned. First of all, people are free and anyone should not prohibit them practicing sports, even when they are extreme or dangerous. Only we can make decisions about our ourselves and our interests. If people do not hurt anybody by doing it, they will have a free rein in their choice. Moreover, extreme sports are generally believed to be a perfect solution to express emotions and energy. Some people love experiencing excitement and rush of adrenaline and they even need it.It is very beneficial, because it is a better way to work off steam than aggression or abusing and people do not lay anyone open to danger. Furthermore, extreme sports are a kind of entertainment. By practicing them, people can spend their spare time in an extraordinary way. They can discover new feelings and unforgettable moments, which will be kept in their memories for a long time. However, extreme sports are very dangerous. People, who practise them, not only hurt themselves, but also expose their lives to danger.They should realize that life is too short to lose it and it is too valuable to put it at risk. On the whole, I believe that extreme sports should not be banned. Although they are very risky and dangerous, people who decide to practise them know about their consequences. They have a free choice, which often gives them amazing experiences. Extreme sports have become popular in the last two decades. For may people practising them is the only way of living. For them the adrenaline is the most important thing in their lives and that’s why they must try even more and more dangerous things.But, of course, that’s not the only reason. Extreme sports are trendy and many people practise them just because of that fact. It’s true, that extreme sports, like bungee jumping, canyoning, rafting, ice climbing, snowboarding, surfing, parachute jumping, paragliding or mountaineering always bring a risk. Even if you are very good sportsman you must know that only one, small mistake can be very dangerous and can cause your death. Alhought many people die every year making extreme sports, the number of â€Å"courageous† is higher and higher.But its question of choice what are we doing in ours lives. For many people extreme sports are the only way of living. They have to feel adrenaline, they want to break their own records, they want to feel free. They usually say: â€Å"there is a risk, there is a fun†, but they know that they do it at one's peril. Extreme sports often are an escape from reality, from stress and from monotony. You don’t have to think about your problems. You just think about yourself, you can relax, and prove that you can do things which are admired by other people.There is even a special TV channel- â€Å"Extreme Sports†, where everyone can watch amazing tricks, and crazy people who make that extreme sports are more and more popular in the world. But it’s impossible to write what do the people feel during making extreme sports. You must try yourself to know how huge survival it is. And if you do it one time, it’s very possible that you will do it often. But the question is if â€Å"should extreme sports be banned as they put people’s lives at risk? † And my answer is â€Å"definitely not†. As I said, It’s question of our choices. If you want to fell more adrenaline than extreme sports are very good way.

ECONOMIC FORECASTING AT Bank OF GREEN Essay Example | Topics and Well Written Essays - 250 words

ECONOMIC FORECASTING AT Bank OF GREEN - Essay Example The bank Federal Reserve should make sure that the interest rate is maintained at an affordable rate in order to avoid inflation (The Federal Reserve 4). As a result, the investors will not only be able to borrow and expand their investment portfolio but also they will have confidence in the value of their pensions. The increase in the level of investment will ultimately create job opportunities for the household thus raising the income as well as the consumer spending (Jodi 3). As time goes by, the economy will be back in track leading to a raise in the level of consumer confidence. On its part, the Bank of Green should ensure that it emulates appropriate changes on the products and services they are offering. For example, the bank should ensure that the products can be easily changed into liquid at a faster rate. In this way, the consumer will have adequate money at their disposal thus ensuring they easily access other products and services provided by the economy. The bank should also emulate extensive marketing of the products as a way of creating strong customer

Why is New Mexico poor and what should be done about it Research Paper

Why is New Mexico poor and what should be done about it - Research Paper Example A very small part of Oklahoma also touches New Mexico in the east. Colorado is in the north of the state and Arizona is in its west. Republic of Mexico borders some parts of New Mexico in its south (Simmons 1-2). Historical Outlook The history of New Mexico is just like an adventure story. Thousands years ago, Indians were the first who settled there and developed their traditional way of living in the area. Next to Indians, Spaniards arrived and started living there with their own way of life. They had different set of ideas and customs as compared to Indians. In a short, it can be well said that Spaniards created a style of living and government on the footing of Europeans. Later on, Americans invaded the area and conquered the territory of New Mexico. Americans introduced their own way of living. So, through history it can be judged that several nations came over the territory of New Mexico leaving behind the life style of the people blended and more complex (Simmons 1-2). Economi cal Conditions of the Region Before enclosing the reasons of poverty in New Mexico, it is significant to have a look on the economic conditions of the region in general. New Mexico is most often described a very poor state among all other states of America. This description is correct if studied in the light of the average capital assets/ possessions of the total population. However, the natural as well as human resources of the state are far better as compared to average property count of the population. Over past few decades, the per capita personal earnings have remained constant. In the year of 1978, among 50 states of America, New Mexico ranked 43rd as far as comparative analysis of state per capita earnings were concerned. However, this figure lowers down from late 1970s onward. In 1990s, the per capita personal income allows the state to rank at 48th among 50 states of America. Later on, in 2000, this figure further goes down and New Mexico ranked 49th as far as per capita pe rsonal income is concerned. At that time, New Mexico was just above the state of Mississippi. In 2003, local estimates and statistics revealed that the ranking of New Mexico had raised to some extent, however, the Census Bureau still ranked the state of New Mexico at 49th. In 2004, Census Bureau also concluded that the wages paid to the workers were also the lowest with a great number of economically poor and depressed citizens as compared to any other state of America. The countries of Guadalupe, Mora and McKinley are at the lowest end of poverty and at the bottom of socio-economic scale in the region of New Mexico. These countries are mostly dominated with Indian and Hispanic populations. Being the poorer state in America, New Mexico always receives more shares from federal government as compared to what it contributes in the national income. In 1988, this state ranked second in terms of federal aid it received. However, in 2002, the conditions were bit changed and got some improv ements and New Mexico ranked fifth among the top aid receiving states. In addition, the people of New Mexico are taxed at a very high rate. Tax rate per capita is very high in the region when compared to their personal incomes. In 1987, the state of New Mexico ranked fifth among all other nations in percentage of the personal income of people paid for government fees and other taxes. In 2004, the state ranked eighteenth as far as the tax payment is concerned. However, tax collection does not produce fruitful results on the economy as the wages of the residents are very low. Revenue generated from taxes is not enough to cope with the economic pressures of the area- in order to minimize the federal assistance which is proved to be an imperative

Comparative assessment of options for the management of municipal Essay

Comparative assessment of options for the management of municipal solid waste - Essay Example The imperative problem in these countries is lack of resources. This problem produces several others problems which directly or indirectly effect environment of these countries. In addition to this Cambodia has to face natural calamities like flood, drought etc each year. These again contribute in enhancing environmental problems in this country. (Dos, 2005) Cambodia is a small country with many rivers. Major rivers of Cambodia either drain into Tonle Sap or into the Mekong River. The Cardamom Mountains & the Elephant range divide the region into three zones. In the eastern zone rivers flow into Tonle Sap. In the western zone rivers pour into Gulf of Thailand. While the rivers of southern zone flow towards south on the eastern side of the divide. Tonle Sap gets seasonal flow of water. In months of September & October due to monsoon rains ,the flow in Mekong river increases enormously .Thus water overflows and inundates the delta. Flowing north ward this water empties into Tonle Sap. As a result the lake overflows, there by increasing its size from about 2,590 sq km to about 24,605 sq km. These recurring floods are not only big blows to the economy of the Cambodia but also cause devastating effects on the environment of the effected places. After flood decaying plants and animal bodies carried with flood water are remains scattered throughout the places. Due to which the atmosphere of those places get polluted. Decaying substances get dissolved in ground water as well as in fresh water of water bodies. This cause post flood famines in this country. After flood when the water level of Tonle Sap retreats a new layer of sediment gets deposited. Due to annual flooding and poor drainage the surrounding area of the lake gets transformed into marsh lands. During dry seasons these marsh lands are unusable for agriculture .Comparatively lesser amount of silt is carried away from the lake by Tonle Sap River than deposited by Mekong River. Thus gradually silting the lake and decreasing its water level and causing scarcity of water in dry seasons. Cambodia suffers from occasional droughts. These droughts cause soil erosion and reduce soil fertility, which declines agricultural yield in favorable season. Cambodia being an agricultural country, to cope up with this problem increasing yield substantially was necessary. To fulfill this purpose use of fertilizers and pesticides are increasing day by day. Pesticides can be divided into three subgroups namely Insecticides, Fungicides & Herbicides. Insecticides comprise of Chlorine, Phosphorous, Carbonate chemicals such as DDT, Aldrin etc. Herbicides are generally used for controlling growth of weeds. These cause less harm to the environment than insecticides. Example of Herbicides are Atrazine , Propachlor etc. Herbicides do not leave long term effect on soil. Fungicides are mostly used in vegetable farms and orchards. The factors such as soil type , depth of water table , rain fall infiltration and persistence

Health care marketing Essay Example | Topics and Well Written Essays - 250 words - 8

Health care marketing - Essay Example Besides, positioning pricing strategy seeks to maximize the current revenues for health care institutions with no regard to profit margins. Pricing in health care institutions should be a passive part so that the health care services can be affordable to everybody. Products and solutions have different positioning strategies, which they use to cut a niche in the market. For products, they should use the competitive pricing strategy to set a good customer base in the market. This strategy should aim at exceeding the competitors’ strength in the market. This can be achieved through focusing on quality advantage and product differentiation. Quite the reverse, services industry should take a different strategy, which aims at improving the quality of services offered by the service provider. Such services uses simultaneous competition that seeks to increase advertising for their services, introducing new services, providing rebates and incentives to clients and offering special service promotions for their services. This move will help increase productivity on their services that will result in lower cost and high quality

Animal Behaviour Questionnaire Assignment #3 Example | Topics and Well Written Essays - 500 words

Animal Behaviour Questionnaire #3 - Assignment Example The behavior of the male lions on the other hand is slightly different because, lions have the tendency of assessing each other’s manes and liked to generally engage in fights without any actual physical contact. However, the darkness of the mane exuded that it was thicker than lighter mane and therefore lend better protection in a fight (West et al,2006, p609) Therefore, the lighter maned ones rarely approached the dark maned models. Dark colored manes means the lion must be aggressive and strong therefore the weaker light colored lions steer clear of the darker maned ones to avoid chanced of confrontations. 3. The findings that indicate that the gender of a species responsible for parental care lives longer is not completely true since it cannot be accurately concluded from the length of an individual’s lifespan that prolonged lifespan was a result of parental behavior among the species. It is also inaccurate the among species which takes a long time to grow and mature, longer lifespan of the parental sex has gained selection advantage is also since a long life is beneficial for the species as a whole and not in terms of individual life spans. There may be alternate explanations for the prolonged lifespan of the parental gender than that of the non-parental gender. We may perhaps propose that among animals where the female is the care provider, the resources are first taken by the female sin order to feed the young ones of the group. The resources therefore decrease and become limited for the male members of the grout which enhances intraspecific competition for resources among the male members leading to life-shortening risks to acquire the resources for survival. On the other hand among species where the male members are responsible for giving care, the female members compete over the limited resources and

Pollution in Lake Michigan Research Paper Example | Topics and Well Written Essays - 750 words

Pollution in Lake Michigan - Research Paper Example The researcher states that Wetlands present one of the greatest opportunities for conservation exercises, in a modern world faced by myriad environmental scares. Inland lakes everywhere in the world are perhaps among the only environmental treasures that the world has to protect due to their diversity and environmental importance. In the United States, pollution continues to be the major threat to the integrity of such treasures, which have a chance to be protected with the right approaches. The importance of the Great lakes that hold about a fifth of the entire earth’s fresh water cannot be ignored. Pollution concerns of the Great Lakes have been raised by conservationists, inspiring conservation interventions to be designed and carried out. A highlight of the state of pollution, pollutants and conservation interventions at Lake Michigan is made in this discourse. Specific projects already on the ground by various interagency cooperation plans include the elimination of basic pollution regulations implementation plans around the Lake with follow-ups by state and federal authorities being placed under strict watch. Some of the individual conservation projects carried out by various agencies on the Lake include those by; Michigan Dune Alliance and Michigan Farmland Protection among others. It is then concluded that the Lake Michigan Shorelands Alliance is powerful agency that facilitates the conservation input at the Lake, alongside other government and non-governmental agencies at the site.

Discuss Dickens portrayal Essay Example for Free

Discuss Dickens portrayal Essay Charles Dickens wrote Great Expectations in 1860. He wrote it about attitudes in Victorian England, towards children especially. Children were highly disciplined, and the main character in Great Expectations, Pip, was a typical example of a child of this time. Society in England at this time was built into two main classes- upper and lower. The middle class society, that is most common today, was just beginning to break through. Pip and his family, consisting of his sister, Mrs Joe Gargery, and her husband, Mr Joe Gargery, were a typical lower class family. They had a very normal lifestyle, with little or no education, a small house, with very little money, and a simple life. Great Expectations was set in Southern England, in the marsh country, within, as the river wound, twenty miles from the sea. From this sentence, you can begin to build up a picture of Pips surroundings. Dickens uses harsh adjectives, such as bleak, dismal, dark and savage to describe Pips world. By doing this, we get a real picture of how Pip lives. In a way, Dickens uses the environment around Pip, and compares it to Pips life. This brings me onto my next point. Pip must have had a very lonely childhood. His mother, father, and five brothers all died, and his sister, Mrs Joe, has unwillingly bought him up. She makes it blatantly obvious she doesnt want him throughout his life, by making certain comments. I may truly say Ive never had this apron of mine off me, since born you were. Its bas enough to be a blacksmiths wife (and him being a Gargery) without being your mother. Pips only friend is Biddy, and he also has a strong bond with Mr. Joe. Both him and Mr Joe are fellow sufferers of Mrs. Joes strict ways, and this brings them closer together. They can confide in each other, and Joe is like Pips mentor. Ever the best of friends, ant us, Pip? Despite Mrs. Joes image of being harsh, a very, very independent, it is obvious she could not live without Mr. Joe, because, as with all households at this time, he is the breadwinner and as she does not work, she could not survive without him. Pip is a very innocent, nai ve young boy. He does not understand things that happen in his life, he simply accepts them. Why Mrs Joe uses the tickler on him, he does not know. When the reader gets to the part about the convict and the hulks, he doesnt know why people are locked up, and cannot see the bad side of people. He fears Mrs.Joe, but he knows without her he would be dead, and she makes a point of telling him this. If it warnt for me youd have been to the churchyard long ago, and stayed there. When Pip meets the convict, he is understandably terrified. He immediately intimidates Pip, but although Pip is scared, he still treats him with respect, and calls him sir. The convict threatens Pip, but still Pip is polite. If you would kindly please to let me keep upright, sir, perhaps I shouldnt be sick, and perhaps I could attend more. This gives the reader the impression that Pip is very polite, and respectful to everyone, and he hides his feelings. For example, on Christmas day, when Mr Wopsle and uncle Pumblechook are saying how ungrateful he is, he does not retaliate and simply bites his tongue, because he does not want to be disrespectful to his elders. I think that this is the way Dickens wanted to portray Pip, so we would believe what Pip is saying, and see him as being innocent, and not really capable of lying to us. Pip and the convict can be seen as fairly similar, in a strange way. Once the convict learns of Pips background he begins to feel sorry for him, and I think that Pip feels sorry for the convict, because of his situation. It is also obvious that the convict trusts Pip, because he sends him for food, even when he knows Pip could easily tell on him, and he could get recaptured and sent back to the prison ship. Pip doesnt tell on him, however, and returns with food. When the convict is finally recaptured, he makes up a story about breaking into the forge, and stealing the food, and he does not say Pip stole the food for him. Although the meetings between the two were short, they developed an understanding, and trusted each other. The way Dickens portrays the convict and Pips friendship gives us an idea as to how trusting Pip is, and his kind nature and personality. Something clicked in his throat, , as if he had works in him like a clock, and was going to strike. Then he smeared his ragged rough sleeve over his eyes. The something that I had noticed before, clicked in the mans throat again, and he turned his back. I think this click Pip refers is the convict having a lump in his throat, and showing emotion, and the click is him swallowing this lump. This shows that although the convict could be dangerous, he has emotions, and Pip can tap into this emotion. As the novel develops, Miss Haversham and Estella are introduced. Mrs. Joe is very pleased when Pip is given the chance to go to Miss Havershams house and play. She believes it will give him the chance to become a gentleman and make something of his life. If this boy ant grateful this night, he never will be! Pip goes off to Miss Havershams, and although the house in which she lives in decrepit, and in a very bad state, he is very impressed because it is so large, and unlike what he is used to. He is continually polite, even when Estella is rude to him. He calls the knaves, Jacks, this boy! Said Estella with disdain, before our first game was out. And what coarse hands he has! And what thick boots! She patronises him, and it dents Pips confidence, and he begins to feel he is not good enough for anything. This makes him insecure, and he wants to go home. Dickens makes the reader see his insecurity by saying Her contempt was so strong, that it became infectious, and I caught it. This makes the reader see that before the meeting, Pip is fairly content with himself, and his life, be it a lonely one, but after Estellas comments he realises he is not as good as her, and he probably will never make anything of his life. When he realises this, you can gradually see his ambitions growing, and whereas before he was perfectly happy to become Joes apprentice, he knows he wont be happy, and wants to become someone who is respected. To sum all of this up, Pip is disciplined, and fearful of certain things. He can be intimated easily, but is still respectful. He has ambitions, and plans to make something of his life, but he is also insecure about his background, and whether he has the strength of character to pull himself out of the lower class society. He is very innocent, and gets bewildered easily. Dickens shows all of this by making Pip seem a lonely young boy, with no real family or friends, and he uses imagery to portray this. We watch Pip grow up, and learn about life, and try to make sense of things that are happening around him. Dickens makes the reader feel sorry for Pip, and lets us see we can trust Pip, because he himself trusts everyone and does not doubt anyone. We can read this book and see life through a nai ve young boys eyes, and feel we are being told the absolute truth. This is the power of Dickens writing- we believe the protagonist, and feel it would wrong not to believe him.

Customer Relationship Management Systems

Customer Relationship Management Systems Abstract: Customer Relationship Management (CRM) focuses on customer retention through development of sustainable relationships. Establishment of these relationships is based on customer satisfaction and an organisations ability to sustain high standards that identify them from competitors. CRM is also concerned with attracting new customers. In order to ensure customer satisfaction, there is need to understand customer requirements through studies which is essentially the function of CRM. Evolution of information technology has given rise to CRM systems which make this function even easier so that long-term profitability resulting from customer loyalty and cost cutting is realized. The use of these systems has proved invaluable so that higher education institutions are highly being encouraged to make use of them in order to enhance their ability to retain existing customers and attract new customers. Executive summary The use of Customer Relationship Management Systems is a strategy that has been received with high levels of enthusiasm in the business world. Many businesses have embraced the use of Customer Relationship Management Systems; simply known as CRM systems to enhance satisfaction of existing customers and to attract new customers. This has been referred to as a shift from transaction-specific to cumulative customer oriented satisfaction through incorporating information technology in CRM. CRM systems are attributed to the growing concept of customer-centrism which focuses more on customer satisfaction to increase profitability. Institutions of higher learning have not been left behind and several of them have already turned to the use of these systems. The high level of competitiveness in institutions of higher learning as more investments are made in the sector has prompted them to adopt more proactive approaches to customer attraction and retention. Constant changes in customer expectations and demands have also played a big role in the adoption of these systems in order to help in meeting these needs. It is however notable that many institutions are still stuck with the traditional manual system of customer care. This is mostly due to the unavailability of funds or ignorance of the benefits that they are likely to obtain from CRM systems. This paper aims at filling this knowledge gap so that institutions of higher learning may realize how much they stand to gain from investing in CRM systems. It clearly demonstrates how they can use these systems to retain existing customers and recruit new ones. A study conducted in various universities and colleges revealed that customers would appreciate the use of CRM systems which would ensure that their queries are solved efficiently. The fact that CRM could help in saving time made it even more important to the customers. The study which incorporated high school seniors, university and college students, parents, staff and alumni in a study sample made note of the importance that customers placed on efficiency citing that long procedures are tiring and demoralising. Most respondents were quick to note that websites eliminate a great deal of unnecessary inquiries since most of the information required about the institution was likely to be available from the website. This way they did not have to contact the administration when they had questions. This study reveals that the use of CRM could actually save institutions from the unnecessary expenses resulting from customer dissatisfaction. This is done through the identification of customer needs which are then assimilated into the institutions strategy to meet these needs. This way, complaints are eliminated which saves the institution from loss of customers and loss of money. Stefanou and Sarmaniotis (2003: 623) note that dissatisfaction of customers is not only costly to the institution but to the customer as well. When a customer loses in a deal, the probability that he or she will utilize an organisations services again is greatly reduced. CRM systems could help institutions of higher learning to cut on their costs significantly thereby improving their profitability. In the study, the question of costs is raised and it is considered one of the limiting factors towards the acquisition of CRM systems. On the same note however, the study establishes that the cost involved in the acquisition is worth considering the benefits that the institution is likely to obtain in the long-run once the system is in place. In concluding the study, the need for caution during the selection of CRM systems to be used in the institutions is also emphasised. Chapter 1 Introduction/Background 1.10 Statement of the problem Institutions of higher learning are often overwhelmed by the high numbers of customers that they have to handle. Consequently, they end up not satisfying every customers need and instead opt for ways to collectively address customer needs. This however could be detrimental to the institutions because needs vary from one customer to the other. Further, there is a risk of losing customers as a result of the high number of colleges and universities that have emerged thereby raising the level of competition. In public institutions, it is common for customers who are mainly students being taken for granted. The administration is likely to be tempted to assume that it is the students who require education and hence demand their services and not vise versa. Conant (2003: 3) however notes that this kind of ignorance could culminate into deleterious effects on the institutions performance and even loss of customers. This according to Cleary (2001: 33) would be quite unfortunate because even t he best institution is ineffective when its customer focus is lost. Every student, parent, alumni and any other type of customer that the institutions serve is of great importance and deserves to be treated right. For this reason, understanding their needs and integrating this with the company strategy to better satisfy them is quite inevitable. Whenever such kind of a proposition is put forward, several questions are bound to arise: What options do institutions of higher learning have in ensuring that their customers needs are properly taken care of? Can any given institution cope with the ever changing customer needs in order to satisfy them? What about the ever rising levels of competition? Which is the right criterion to address these issues? Is it possible to gain positive results from their implementation? How much will it cost the institution? These are some of the problems and queries that this paper seeks to demystify. Many options are available when a company needs to meet its customers needs. A customer care strategy that caters for the present as well as the future needs of customers is what any modern organisation requires in order to survive the rising levels of competition. The most recent strategy and whose popularity is growing at a high rate among organizations not necessarily in the education sector is the use of customer relationship management systems. As put forth by various studies, customer relationship management systems will undoubtedly help in the provision of better services, management of existing customers and recruitment of new ones in higher education institutions. A proper understanding is however necessary if these institutions are to use CRM systems as their customer care strategy. This study is therefore justifiable and its findings will come in handy in ensuring that higher education institutions can manage their customers better. 1.20 Justification of the study Increase in competition among institutions of higher learning has been on the rise hence the need for strategies aimed at retaining current customers and attracting new ones. Just like in any other business entity, institutions must aim at satisfying their customers. This way, they are assured of increased profitability. This study will form a discussion on customer relationship management which is in essence a sophisticated way of ensuring customer satisfaction through establishment of sustainable customer relationships. This study could therefore be of great importance to institutions of higher learning which have not yet embraced the use of CRM systems into their programs. There is a general agreement that technology is advancing at a high rate and that customers are now turning towards information contained on the internet to make their purchasing decisions (Bull, 2003: 593-594). This new trend calls for a change in strategies used by companies to attract and retain new customers. By the use of the internet, customers can now get information about products and services, their prices and unique characteristics which they can then compare to others available over the internet. Making such information available over the internet is therefore very vital in todays business world. This applies perfectly to prospective students and staff who are likely to make use of the internet information to make important decisions about their school of choice. By making use of CRM systems, institutions are able to attract new customers and their customer base can be improved. A study focusing on the importance of CRM systems which are basically computer-based strategies is therefore justifiable as it will help institutions to better understanding of its working and importance. 1.30. Objectives of the study To make this study plausible in addressing the research issues and concerns, several objectives were set to guide the study. The major objective was to determine characteristics of customer relationship management systems that make them useful to higher education institutions and why institutions should adopt them to improve their competitiveness. Other objectives included: To find out whether costs of CRM systems impact on organisation ability to attain the systems. To establish whether there are any risks involved in the use of CRM systems. 1.40. Research questions What constitutes of customer satisfaction according to customer satisfaction theories? Does ensuring customer satisfaction contribute to the business effectiveness, productivity and profitability? What is meant by Customer Relationship Management Systems? Is there a relationship between Customer Relationship Management and customer satisfaction? Are they useful in higher education institutions? If so, how can they benefit from adopting Customer Relationship Management Systems? 1.50. Methodology outline This study makes the use of reliable sources of information through conducting interviews and using secondary data from previous studies conducted by various scholars in the same field. By making use of an example of Imperial College, this study will show that adopting the use of CRM systems could lead to a tremendous transformation in an institutions service delivery. Chapter 2 Literature Review 2.1. The customer satisfaction theory 2.1.1. Customer satisfaction Customer satisfaction forms the core in the attraction and retention of customers into a business. It is for this reason that customer satisfaction is often considered very vital for business survival. Customer satisfaction is used to refer to contentment, happiness or well-being of an organisations customers (Anderson, 1973: 38). It is all about doing what is desirable to a customer. In the classical definition however, the degree of correspondence between a customers expectations and what is actually provided in the perceived product or service is what constitutes customer satisfaction (Stefanou and Sarmaniotis, 2006: 619). Should the service or product exceed expectations or just fulfil it, customer satisfaction is deemed to have occurred. The level of at which the product meets the customers needs then determines whether the customer is satisfied, moderately satisfied, highly satisfied and so on. Depending on the customers attitude, this could work well towards improving the busi ness customer loyalty. If a product or service is below the customers expectations, dissatisfaction occurs and the probability of losing the customer to competitors increases (Anderson, 1973: 38-39). In measuring customer satisfaction, a comparison between the expected and the perceived quality are objectively compared. The expected quality is what the customer expects from the company and which should be provided by the company. It is what represent the customers wishes, expectations and needs and is referred to as the Should factor (Wilson 1991: 152). On the other hand, what the business actually gives the customer is what is referred to as the perceived quality. Perceived quality is known as the is factor (Wilson, 1991: 152). The basic factors are those referred to as must have aspects or dissatisfiers. Basic factors do not afford the customer any satisfaction and they are deemed to be obvious. In other words, the characteristic is in essence what the customer wants and if this is not there then he would not even buy the product or service in the first place (Croteau, 2003: 25-26). For example, any customer will expect that an institution of higher learning provides education as a prerequisite and is bound to take this for granted. This characteristic does not trigger any sort of excitement from the customer as it is considered normal (Kano, Seraku and Tkahashi, 1984: 40). It is other factors that drive the excitement towards making a particular choice. This leads us to the excitement factors which are also known as satisfiers. These factors are the attractive characteristics of a good or service meant to generate delight in the customer (Croteau, 2003: 26). They are also considered as the factors that di stinguish an organisation from its competitors. It is these same features and characteristics that an organisation should emphasise on when advertising their goods to prospective customers so that they choose them over their competitors. Finally, the performance factors serve the purpose of providing the explicit needs of the customer (Conant, 2003: 7). When the performance is high or when the customers needs are completely met, the result is customer satisfaction. If there is low level of performance however, customer dissatisfaction results and this could cause detrimental effects on the company through loss of customers. 2.1.2. Significance of customer satisfaction Numerous empirical findings are of the view that customer satisfaction forms the basis of establishing competitive advantage. It is through customer satisfaction that the business can be assured of a bright future through repeat sales (Kano, Seraku, Takahashi and Tsuji, 1984: 39-41). Customer satisfaction helps to gain loyalty and hence retain current customers besides attracting new customers to a company. Unsatisfied customers are likely to leave because as Wilson (1991: 156) notes, only four out of every one hundred customers come back to complain. Instead, they go on and switch companies opting to keep the discontentment to themselves. This is to mean that satisfaction is extremely vital for the survival of any business and should therefore be highly regarded. Stefanou and Sarmaniotis, 2003: 619) contend with the fact that retaining the existing customers is much easier than attracting new ones hence the need to build strong customer relationships through striving to satisfy thei r needs and meeting their expectations. Consumer satisfaction is therefore vital for any organisations success and should be taken seriously. With this kind of knowledge, business strategies are now being inclined towards customer satisfaction. To do this, Customer Relationship Management has been embraced by many businesses (Grant and Anderson, 2002: 36; Conant, 2003: 21; Light, 2003: 607; Kirker, 1994: 12). Recommendations made by customers are said to attract almost the same number of customers that the business attracts on its own. This happens through recommendations. Wilson (1991: 103) notes that every satisfied customer is bound to say something positive about the product to her friends and relatives. These individuals could eventually end up being loyal customers to the business thus increasing customer base. Dissatisfied customers will complain and talk ill of the product or service such that prospective customers are discouraged and may never take the companys product following negative remarks from those that had used it before (Wilson, 1991: 157). 2.2. Understanding Customer Relationship Management The survival of any business is to a large extent determined by the level of customer satisfaction. This understanding has seen the rise in the customer-centrism strategy as a means to retain and attract new customers (Patterson, 2007: 5-6). The rise in globalization has led to high levels of competition so that every business must work towards addressing customer needs to keep them from turning to competitors. According to Oliver (1996: 88) customers are likely to move to competitors if they feel that they are not obtaining what they want. Loss of customers could be detrimental since a business cannot exist without customers. In this kind of competition for customers, the notion of Customer Relationship Management (CRM) has gained an important role in business management. Light (2003: 603-604) refers to CRM simply as the management of company-customer relationships while Stefanou and Sarmaniotis (2003: 617) call it relationship marketing. Seeman and OHara (2006: 25) add that CRM aim s at increasing customer satisfaction by customizing the service provided to each consumer. Further, Seeman and OHara refer to CRM as the process by which business information and consumer information are brought together through a centralized system. Major components of CRM include communication management, marketing, recruitment, customer support and service among others. It is a strategy that places the customer as the major focus in the organisation. Stefanou and Sarmaniotis (2003: 613-617) refers this as a customer-centric strategy where understanding the customer life cycle is essential. There is also need to understand the ever changing customer needs triggered by changes in lifestyles and income changes. CRM has often been described as a shift from the transaction-specific to cumulative customer satisfaction through relational orientation (Raab, 2008: 132). In order to satisfy this prerequisite, CRM has been divided into two major procedures; the operational function and the analytical function. While the operational function involves the collection of data from customers, the analytical function is concerned with analysis of data in order to understand the customer needs so that they can be effectively addressed (Peelen, 2005: 63). Data can be collected through the use of interviews and questionnaires, customer feedback, complaints and physical reactions among others. Using this kind of information, the customer service department can easily determine whether customers are satisfied with their products or not (Kirker, 1994: 14). If they are not satisfied, strategies aimed at addressing the various needs must be formulated. With the increasing level of globalisation, technological advances are being strongly felt in the business world. Further, customer relationships have become more complex due to consumer mobility and the rise of suburbs (Milliron, 2001: 52). Customer tastes and preferences are changing by the day as people embrace the modern world. In response to this, more companies have taken up technology-led techniques to further enhance their performance. It is for this reason that the CRM systems have emerged and companies are now turning from the manual CRM to computerised CRM. 2.3. Customer relationship management systems The use of Customer Relationship Management in institutions of higher learning is a relatively new genre of technology operations whose popularity is growing at a high rate (Light, 2003: 605). The application which is computer-based has aided in making sure that the relationship between customers and businesses can be effectively managed (Peelan, 2005: 79). Information Technology advances have been a catalyst in customer relationship management systems. Traditional analysis of data is slowly becoming outdated and the use of software to perform such duties is being adopted by the day. CRM systems have gained widespread popularity especially with the so called forward thinking managers(Croteau, 2003, 29). These systems not only analyze customer needs effectively but also make work easier for managers thus saving the time required for data analysis. Bradshaw and Brash (2001: 522) define CRM systems as a combination of discrete software tools which serve the purpose of enhancing customer satisfaction, reducing costs, identifying new opportunities, increasing revenue and attraction new customers among others. They note that organisations have no reason to fear initial costs of acquiring these systems because the benefits to be gained in the long-run exceed the costs incurred in the acquisition. Research shows that sophisticated technology has brought about the emergence of more advanced CRM systems (Milliron, 2001: 51). Further, it is notable that organisations that are currently using these sophisticated CRM technologies are gaining competitive advantage over their competitors who make use of basic data collection approaches (Abbott, Stone and Buttle, 2001: 27). Information Technology has aided companies to effectively customise their customer care procedures so as to ensure that they are well served. Following the emergence of CRM which aims at individualising customer needs, companies are now demanding technologies which make it easier to keep records about individual customers. This eliminates high numbers of record which have to be retrieved every time a customer visits the business (Bull, 2003: 31).Using the various CRM systems available in the market, it is possible for companies to collect all available data about a certain customer which is then saved in the company database. Whenever an enquiry is made by this customer, the customer care representative just needs to feed the necessary details in the database to retrieve everything about the consumer (Grant and Anderson, 2002: 26). This way, it is becomes easier to address these customers needs depending on the situation at hand. The use of web technology is one of the most prevalent applications of CRM technology (Milliron, 2001: 52). Savvy managers have realised the high rate at which the world is suddenly becoming computerized. The ease of internet navigation and development of broadband services has turned customers into active internet users. To maximise on this, internet marketing has emerged with more companies now displaying their goods in popular web pages such as networking sites (Kotler and Fox, 1995:96). It is not only the goods that they advertise on the internet however, websites containing company information have been developed so that customers can easily access any information they desire from the website (Light, 2003: 605). Most websites often have customer inquiry sections where questions can be asked and complaints deposited (Light, 2003: 606). The use of chat rooms to answer customer questions directly from the help care desk is also used in certain sophisticated websites. While websites are likely to serve customers who are already familiar with the company, new ways of directing prospective customers have been established. In popular web pages for example, clicking on a certain advertised good or service takes the prospective customer to the companys website where he or she can now access more information on about the company and other goods and services offered by the company. This is to mean that while company websites were previously used by companies to showcase their activities and other information about the company, they are now doubling up as marketing tools to retain existing employees and obtain new ones (Light, 2003: 606). 2.4. Customer relations in institutions of higher education Starting the mid-80s and into the late 90s, many higher education institutions engaged themselves in restructuring and engineering their administrative operations so that costs were reduced and consequently better services could be provided (Grant and Anderson, 2002: 24). The focus is slowly shifting from these operational changes meant to improve service delivery to identification of customer needs. These needs are then being used to identify the areas that need to be improved in order to effectively satisfy customers. This has been described as a proactive action because institutions can learn what their customers want then work towards satisfying these needs before they lose them to other institutions which meet such needs (Bull, 2003: 593). Customer relationship management (CRM) is fast gaining popularity as more institutions realize that maintaining healthy relationships with customers is vital for business success. Organisations that make use of customer relationship management report increased sales resulting from the good relationships established with their customers (Croteau, 2003: 29). Customer relations management (CRM) enables the analysis of past customer behaviour in a bid to anticipate future trends and hence do everything in their capacity to ensure that customer needs are met. While many institutions have embraced CRM, few have ventured into the use of customer relationship management technologies (Conant, 2003: 3-5). For some, it is because of inadequate information about customer relationship management (CRM) systems while for others is because of fear of initial costs associated with installing such systems. Seeman and OHara (2006: 26) note that at least 75 percent of the students entering higher education institutions have a substantial exposure to technology. The new generation of students are described as technology savvy students due to their undeniable contact with technology. As a result, their expectations about technology resources available in the institutions are very high (Milliron, 2001: 16). From what they have learnt over the internet and other technology literature, technology has been used to make procedures easier for customers unlike when manual systems were used. In their minds, institutions of higher learning should fall under this group that has acquired these systems in order to serve them better. Their absence therefore could frustrate their expectations which could culminate to serious consequences (Croteau, 2003, 31). For existing students, they could change schools and discourage their counterparts from joining the school. The use of CRM also serves the purpose of unifying the university or college administration such that the needs of customers can be catered for without having to move from one office to another. Many businesses today have now introduced websites through which they serve their customers needs. In the same trend, colleges and universities should take on this innovative method of communication to reach out to their customers without necessarily requiring them to visit the institution physically (Kotler and Fox, 1995: 96). This reduces physical and geographical barriers through providing all the information that current and potential customers would like to know about the institution. In designing a website, the technician involved must collect all the information that the institution wishes to put on the site (Milliron, 2001: 17). This information is then arranged in such a way that given links can lead the customer to the desired departments so as to access the required information. Chapter 3 Methodology Introduction This section of the paper quantifies the ability of the study to effectively satisfy the set objectives. Besides giving the procedures, methods and samples used in the study, it also outlines major limitations faced during the study. 3.1. Research scope The essence of this study is to establish whether Customer Relationship Management Systems could be of help to higher education institutions. As such, the study delimits itself to the role of customer relationships in institutions of higher learning. The importance of Customer Relationship Management systems forms the basis for this study and hence the advantages of this strategy form a core subject of the study. Due to the large geographical coverage of institutions and financial constraints, only schools in Madrid and Canterbia in Spain were used for the study. 3.2. Data and data collection Collection of data forms influences the outcome of the study to a large extent. For this reason, the data collection procedure was applied in the best way possible to enhance efficiency and to give the most accurate results. Both primary and secondary data were applied in the study. a) Primary data Factual information from the respondents was vital in making effective conclusions. To obtain this information, two separate types of questionnaires were set. These focused on current customers and potential customers. For simplicity, senior high school students who are most likely going to join universities and colleges after graduating were interviewed to determine the qualities they considered important in a college. Further, they were required to suggest the various components they would like incorporated in the college and university CRM systems. Current customers included students at colleges, staff, parents and alumni. The questionnaire directed at this group was aimed at finding out the application of CRM in their schools and how they thought it could be better improved to by incorporating technology. For those whose schools had already adopted CRM systems, they were asked to give the advantages they had witnessed and the difference with what they heard from colleagues in oth er schools not using CRM systems. Questionnaire were read out and filled by the researcher as the respondent gave their views. b) Secondary data Equally important was the use of secondary data which gave the study a theoretical background. Without the use of books, journals and periodicals among other written works, there was no way of justifying the concept of Customer Relationship Management Systems. The literature review in particular was solely dependent on previously published works. As such, secondary data was highly employed in the study. 3.3. Sample selection, technique, and size The study sample consisted of ten college students, ten university students, twenty high school seniors, twenty staff members and a random selection of twenty parents and alumni of various colleges and universities. Due to the large population of probable respondents, a method for selecting a sample had to be identified. The strategic sampling method was used to identify respondents for the study. 3.4. Ethics of the research methodology Before the beginning of the study, an objective of reducing respondents compromise as far as possible was set. The views contained in the questionnaires were for research purposes only and no third party was allowed to come into contact with them. With such an assurance, respondents felt free to give out information considered sensitive. For privacy purposes, no respondent was required to give out his or her name during the interviews. This raised confidentiality as required in scholarly research. 3.5. Limitations of the study As mu Customer Relationship Management Systems Customer Relationship Management Systems Abstract: Customer Relationship Management (CRM) focuses on customer retention through development of sustainable relationships. Establishment of these relationships is based on customer satisfaction and an organisations ability to sustain high standards that identify them from competitors. CRM is also concerned with attracting new customers. In order to ensure customer satisfaction, there is need to understand customer requirements through studies which is essentially the function of CRM. Evolution of information technology has given rise to CRM systems which make this function even easier so that long-term profitability resulting from customer loyalty and cost cutting is realized. The use of these systems has proved invaluable so that higher education institutions are highly being encouraged to make use of them in order to enhance their ability to retain existing customers and attract new customers. Executive summary The use of Customer Relationship Management Systems is a strategy that has been received with high levels of enthusiasm in the business world. Many businesses have embraced the use of Customer Relationship Management Systems; simply known as CRM systems to enhance satisfaction of existing customers and to attract new customers. This has been referred to as a shift from transaction-specific to cumulative customer oriented satisfaction through incorporating information technology in CRM. CRM systems are attributed to the growing concept of customer-centrism which focuses more on customer satisfaction to increase profitability. Institutions of higher learning have not been left behind and several of them have already turned to the use of these systems. The high level of competitiveness in institutions of higher learning as more investments are made in the sector has prompted them to adopt more proactive approaches to customer attraction and retention. Constant changes in customer expectations and demands have also played a big role in the adoption of these systems in order to help in meeting these needs. It is however notable that many institutions are still stuck with the traditional manual system of customer care. This is mostly due to the unavailability of funds or ignorance of the benefits that they are likely to obtain from CRM systems. This paper aims at filling this knowledge gap so that institutions of higher learning may realize how much they stand to gain from investing in CRM systems. It clearly demonstrates how they can use these systems to retain existing customers and recruit new ones. A study conducted in various universities and colleges revealed that customers would appreciate the use of CRM systems which would ensure that their queries are solved efficiently. The fact that CRM could help in saving time made it even more important to the customers. The study which incorporated high school seniors, university and college students, parents, staff and alumni in a study sample made note of the importance that customers placed on efficiency citing that long procedures are tiring and demoralising. Most respondents were quick to note that websites eliminate a great deal of unnecessary inquiries since most of the information required about the institution was likely to be available from the website. This way they did not have to contact the administration when they had questions. This study reveals that the use of CRM could actually save institutions from the unnecessary expenses resulting from customer dissatisfaction. This is done through the identification of customer needs which are then assimilated into the institutions strategy to meet these needs. This way, complaints are eliminated which saves the institution from loss of customers and loss of money. Stefanou and Sarmaniotis (2003: 623) note that dissatisfaction of customers is not only costly to the institution but to the customer as well. When a customer loses in a deal, the probability that he or she will utilize an organisations services again is greatly reduced. CRM systems could help institutions of higher learning to cut on their costs significantly thereby improving their profitability. In the study, the question of costs is raised and it is considered one of the limiting factors towards the acquisition of CRM systems. On the same note however, the study establishes that the cost involved in the acquisition is worth considering the benefits that the institution is likely to obtain in the long-run once the system is in place. In concluding the study, the need for caution during the selection of CRM systems to be used in the institutions is also emphasised. Chapter 1 Introduction/Background 1.10 Statement of the problem Institutions of higher learning are often overwhelmed by the high numbers of customers that they have to handle. Consequently, they end up not satisfying every customers need and instead opt for ways to collectively address customer needs. This however could be detrimental to the institutions because needs vary from one customer to the other. Further, there is a risk of losing customers as a result of the high number of colleges and universities that have emerged thereby raising the level of competition. In public institutions, it is common for customers who are mainly students being taken for granted. The administration is likely to be tempted to assume that it is the students who require education and hence demand their services and not vise versa. Conant (2003: 3) however notes that this kind of ignorance could culminate into deleterious effects on the institutions performance and even loss of customers. This according to Cleary (2001: 33) would be quite unfortunate because even t he best institution is ineffective when its customer focus is lost. Every student, parent, alumni and any other type of customer that the institutions serve is of great importance and deserves to be treated right. For this reason, understanding their needs and integrating this with the company strategy to better satisfy them is quite inevitable. Whenever such kind of a proposition is put forward, several questions are bound to arise: What options do institutions of higher learning have in ensuring that their customers needs are properly taken care of? Can any given institution cope with the ever changing customer needs in order to satisfy them? What about the ever rising levels of competition? Which is the right criterion to address these issues? Is it possible to gain positive results from their implementation? How much will it cost the institution? These are some of the problems and queries that this paper seeks to demystify. Many options are available when a company needs to meet its customers needs. A customer care strategy that caters for the present as well as the future needs of customers is what any modern organisation requires in order to survive the rising levels of competition. The most recent strategy and whose popularity is growing at a high rate among organizations not necessarily in the education sector is the use of customer relationship management systems. As put forth by various studies, customer relationship management systems will undoubtedly help in the provision of better services, management of existing customers and recruitment of new ones in higher education institutions. A proper understanding is however necessary if these institutions are to use CRM systems as their customer care strategy. This study is therefore justifiable and its findings will come in handy in ensuring that higher education institutions can manage their customers better. 1.20 Justification of the study Increase in competition among institutions of higher learning has been on the rise hence the need for strategies aimed at retaining current customers and attracting new ones. Just like in any other business entity, institutions must aim at satisfying their customers. This way, they are assured of increased profitability. This study will form a discussion on customer relationship management which is in essence a sophisticated way of ensuring customer satisfaction through establishment of sustainable customer relationships. This study could therefore be of great importance to institutions of higher learning which have not yet embraced the use of CRM systems into their programs. There is a general agreement that technology is advancing at a high rate and that customers are now turning towards information contained on the internet to make their purchasing decisions (Bull, 2003: 593-594). This new trend calls for a change in strategies used by companies to attract and retain new customers. By the use of the internet, customers can now get information about products and services, their prices and unique characteristics which they can then compare to others available over the internet. Making such information available over the internet is therefore very vital in todays business world. This applies perfectly to prospective students and staff who are likely to make use of the internet information to make important decisions about their school of choice. By making use of CRM systems, institutions are able to attract new customers and their customer base can be improved. A study focusing on the importance of CRM systems which are basically computer-based strategies is therefore justifiable as it will help institutions to better understanding of its working and importance. 1.30. Objectives of the study To make this study plausible in addressing the research issues and concerns, several objectives were set to guide the study. The major objective was to determine characteristics of customer relationship management systems that make them useful to higher education institutions and why institutions should adopt them to improve their competitiveness. Other objectives included: To find out whether costs of CRM systems impact on organisation ability to attain the systems. To establish whether there are any risks involved in the use of CRM systems. 1.40. Research questions What constitutes of customer satisfaction according to customer satisfaction theories? Does ensuring customer satisfaction contribute to the business effectiveness, productivity and profitability? What is meant by Customer Relationship Management Systems? Is there a relationship between Customer Relationship Management and customer satisfaction? Are they useful in higher education institutions? If so, how can they benefit from adopting Customer Relationship Management Systems? 1.50. Methodology outline This study makes the use of reliable sources of information through conducting interviews and using secondary data from previous studies conducted by various scholars in the same field. By making use of an example of Imperial College, this study will show that adopting the use of CRM systems could lead to a tremendous transformation in an institutions service delivery. Chapter 2 Literature Review 2.1. The customer satisfaction theory 2.1.1. Customer satisfaction Customer satisfaction forms the core in the attraction and retention of customers into a business. It is for this reason that customer satisfaction is often considered very vital for business survival. Customer satisfaction is used to refer to contentment, happiness or well-being of an organisations customers (Anderson, 1973: 38). It is all about doing what is desirable to a customer. In the classical definition however, the degree of correspondence between a customers expectations and what is actually provided in the perceived product or service is what constitutes customer satisfaction (Stefanou and Sarmaniotis, 2006: 619). Should the service or product exceed expectations or just fulfil it, customer satisfaction is deemed to have occurred. The level of at which the product meets the customers needs then determines whether the customer is satisfied, moderately satisfied, highly satisfied and so on. Depending on the customers attitude, this could work well towards improving the busi ness customer loyalty. If a product or service is below the customers expectations, dissatisfaction occurs and the probability of losing the customer to competitors increases (Anderson, 1973: 38-39). In measuring customer satisfaction, a comparison between the expected and the perceived quality are objectively compared. The expected quality is what the customer expects from the company and which should be provided by the company. It is what represent the customers wishes, expectations and needs and is referred to as the Should factor (Wilson 1991: 152). On the other hand, what the business actually gives the customer is what is referred to as the perceived quality. Perceived quality is known as the is factor (Wilson, 1991: 152). The basic factors are those referred to as must have aspects or dissatisfiers. Basic factors do not afford the customer any satisfaction and they are deemed to be obvious. In other words, the characteristic is in essence what the customer wants and if this is not there then he would not even buy the product or service in the first place (Croteau, 2003: 25-26). For example, any customer will expect that an institution of higher learning provides education as a prerequisite and is bound to take this for granted. This characteristic does not trigger any sort of excitement from the customer as it is considered normal (Kano, Seraku and Tkahashi, 1984: 40). It is other factors that drive the excitement towards making a particular choice. This leads us to the excitement factors which are also known as satisfiers. These factors are the attractive characteristics of a good or service meant to generate delight in the customer (Croteau, 2003: 26). They are also considered as the factors that di stinguish an organisation from its competitors. It is these same features and characteristics that an organisation should emphasise on when advertising their goods to prospective customers so that they choose them over their competitors. Finally, the performance factors serve the purpose of providing the explicit needs of the customer (Conant, 2003: 7). When the performance is high or when the customers needs are completely met, the result is customer satisfaction. If there is low level of performance however, customer dissatisfaction results and this could cause detrimental effects on the company through loss of customers. 2.1.2. Significance of customer satisfaction Numerous empirical findings are of the view that customer satisfaction forms the basis of establishing competitive advantage. It is through customer satisfaction that the business can be assured of a bright future through repeat sales (Kano, Seraku, Takahashi and Tsuji, 1984: 39-41). Customer satisfaction helps to gain loyalty and hence retain current customers besides attracting new customers to a company. Unsatisfied customers are likely to leave because as Wilson (1991: 156) notes, only four out of every one hundred customers come back to complain. Instead, they go on and switch companies opting to keep the discontentment to themselves. This is to mean that satisfaction is extremely vital for the survival of any business and should therefore be highly regarded. Stefanou and Sarmaniotis, 2003: 619) contend with the fact that retaining the existing customers is much easier than attracting new ones hence the need to build strong customer relationships through striving to satisfy thei r needs and meeting their expectations. Consumer satisfaction is therefore vital for any organisations success and should be taken seriously. With this kind of knowledge, business strategies are now being inclined towards customer satisfaction. To do this, Customer Relationship Management has been embraced by many businesses (Grant and Anderson, 2002: 36; Conant, 2003: 21; Light, 2003: 607; Kirker, 1994: 12). Recommendations made by customers are said to attract almost the same number of customers that the business attracts on its own. This happens through recommendations. Wilson (1991: 103) notes that every satisfied customer is bound to say something positive about the product to her friends and relatives. These individuals could eventually end up being loyal customers to the business thus increasing customer base. Dissatisfied customers will complain and talk ill of the product or service such that prospective customers are discouraged and may never take the companys product following negative remarks from those that had used it before (Wilson, 1991: 157). 2.2. Understanding Customer Relationship Management The survival of any business is to a large extent determined by the level of customer satisfaction. This understanding has seen the rise in the customer-centrism strategy as a means to retain and attract new customers (Patterson, 2007: 5-6). The rise in globalization has led to high levels of competition so that every business must work towards addressing customer needs to keep them from turning to competitors. According to Oliver (1996: 88) customers are likely to move to competitors if they feel that they are not obtaining what they want. Loss of customers could be detrimental since a business cannot exist without customers. In this kind of competition for customers, the notion of Customer Relationship Management (CRM) has gained an important role in business management. Light (2003: 603-604) refers to CRM simply as the management of company-customer relationships while Stefanou and Sarmaniotis (2003: 617) call it relationship marketing. Seeman and OHara (2006: 25) add that CRM aim s at increasing customer satisfaction by customizing the service provided to each consumer. Further, Seeman and OHara refer to CRM as the process by which business information and consumer information are brought together through a centralized system. Major components of CRM include communication management, marketing, recruitment, customer support and service among others. It is a strategy that places the customer as the major focus in the organisation. Stefanou and Sarmaniotis (2003: 613-617) refers this as a customer-centric strategy where understanding the customer life cycle is essential. There is also need to understand the ever changing customer needs triggered by changes in lifestyles and income changes. CRM has often been described as a shift from the transaction-specific to cumulative customer satisfaction through relational orientation (Raab, 2008: 132). In order to satisfy this prerequisite, CRM has been divided into two major procedures; the operational function and the analytical function. While the operational function involves the collection of data from customers, the analytical function is concerned with analysis of data in order to understand the customer needs so that they can be effectively addressed (Peelen, 2005: 63). Data can be collected through the use of interviews and questionnaires, customer feedback, complaints and physical reactions among others. Using this kind of information, the customer service department can easily determine whether customers are satisfied with their products or not (Kirker, 1994: 14). If they are not satisfied, strategies aimed at addressing the various needs must be formulated. With the increasing level of globalisation, technological advances are being strongly felt in the business world. Further, customer relationships have become more complex due to consumer mobility and the rise of suburbs (Milliron, 2001: 52). Customer tastes and preferences are changing by the day as people embrace the modern world. In response to this, more companies have taken up technology-led techniques to further enhance their performance. It is for this reason that the CRM systems have emerged and companies are now turning from the manual CRM to computerised CRM. 2.3. Customer relationship management systems The use of Customer Relationship Management in institutions of higher learning is a relatively new genre of technology operations whose popularity is growing at a high rate (Light, 2003: 605). The application which is computer-based has aided in making sure that the relationship between customers and businesses can be effectively managed (Peelan, 2005: 79). Information Technology advances have been a catalyst in customer relationship management systems. Traditional analysis of data is slowly becoming outdated and the use of software to perform such duties is being adopted by the day. CRM systems have gained widespread popularity especially with the so called forward thinking managers(Croteau, 2003, 29). These systems not only analyze customer needs effectively but also make work easier for managers thus saving the time required for data analysis. Bradshaw and Brash (2001: 522) define CRM systems as a combination of discrete software tools which serve the purpose of enhancing customer satisfaction, reducing costs, identifying new opportunities, increasing revenue and attraction new customers among others. They note that organisations have no reason to fear initial costs of acquiring these systems because the benefits to be gained in the long-run exceed the costs incurred in the acquisition. Research shows that sophisticated technology has brought about the emergence of more advanced CRM systems (Milliron, 2001: 51). Further, it is notable that organisations that are currently using these sophisticated CRM technologies are gaining competitive advantage over their competitors who make use of basic data collection approaches (Abbott, Stone and Buttle, 2001: 27). Information Technology has aided companies to effectively customise their customer care procedures so as to ensure that they are well served. Following the emergence of CRM which aims at individualising customer needs, companies are now demanding technologies which make it easier to keep records about individual customers. This eliminates high numbers of record which have to be retrieved every time a customer visits the business (Bull, 2003: 31).Using the various CRM systems available in the market, it is possible for companies to collect all available data about a certain customer which is then saved in the company database. Whenever an enquiry is made by this customer, the customer care representative just needs to feed the necessary details in the database to retrieve everything about the consumer (Grant and Anderson, 2002: 26). This way, it is becomes easier to address these customers needs depending on the situation at hand. The use of web technology is one of the most prevalent applications of CRM technology (Milliron, 2001: 52). Savvy managers have realised the high rate at which the world is suddenly becoming computerized. The ease of internet navigation and development of broadband services has turned customers into active internet users. To maximise on this, internet marketing has emerged with more companies now displaying their goods in popular web pages such as networking sites (Kotler and Fox, 1995:96). It is not only the goods that they advertise on the internet however, websites containing company information have been developed so that customers can easily access any information they desire from the website (Light, 2003: 605). Most websites often have customer inquiry sections where questions can be asked and complaints deposited (Light, 2003: 606). The use of chat rooms to answer customer questions directly from the help care desk is also used in certain sophisticated websites. While websites are likely to serve customers who are already familiar with the company, new ways of directing prospective customers have been established. In popular web pages for example, clicking on a certain advertised good or service takes the prospective customer to the companys website where he or she can now access more information on about the company and other goods and services offered by the company. This is to mean that while company websites were previously used by companies to showcase their activities and other information about the company, they are now doubling up as marketing tools to retain existing employees and obtain new ones (Light, 2003: 606). 2.4. Customer relations in institutions of higher education Starting the mid-80s and into the late 90s, many higher education institutions engaged themselves in restructuring and engineering their administrative operations so that costs were reduced and consequently better services could be provided (Grant and Anderson, 2002: 24). The focus is slowly shifting from these operational changes meant to improve service delivery to identification of customer needs. These needs are then being used to identify the areas that need to be improved in order to effectively satisfy customers. This has been described as a proactive action because institutions can learn what their customers want then work towards satisfying these needs before they lose them to other institutions which meet such needs (Bull, 2003: 593). Customer relationship management (CRM) is fast gaining popularity as more institutions realize that maintaining healthy relationships with customers is vital for business success. Organisations that make use of customer relationship management report increased sales resulting from the good relationships established with their customers (Croteau, 2003: 29). Customer relations management (CRM) enables the analysis of past customer behaviour in a bid to anticipate future trends and hence do everything in their capacity to ensure that customer needs are met. While many institutions have embraced CRM, few have ventured into the use of customer relationship management technologies (Conant, 2003: 3-5). For some, it is because of inadequate information about customer relationship management (CRM) systems while for others is because of fear of initial costs associated with installing such systems. Seeman and OHara (2006: 26) note that at least 75 percent of the students entering higher education institutions have a substantial exposure to technology. The new generation of students are described as technology savvy students due to their undeniable contact with technology. As a result, their expectations about technology resources available in the institutions are very high (Milliron, 2001: 16). From what they have learnt over the internet and other technology literature, technology has been used to make procedures easier for customers unlike when manual systems were used. In their minds, institutions of higher learning should fall under this group that has acquired these systems in order to serve them better. Their absence therefore could frustrate their expectations which could culminate to serious consequences (Croteau, 2003, 31). For existing students, they could change schools and discourage their counterparts from joining the school. The use of CRM also serves the purpose of unifying the university or college administration such that the needs of customers can be catered for without having to move from one office to another. Many businesses today have now introduced websites through which they serve their customers needs. In the same trend, colleges and universities should take on this innovative method of communication to reach out to their customers without necessarily requiring them to visit the institution physically (Kotler and Fox, 1995: 96). This reduces physical and geographical barriers through providing all the information that current and potential customers would like to know about the institution. In designing a website, the technician involved must collect all the information that the institution wishes to put on the site (Milliron, 2001: 17). This information is then arranged in such a way that given links can lead the customer to the desired departments so as to access the required information. Chapter 3 Methodology Introduction This section of the paper quantifies the ability of the study to effectively satisfy the set objectives. Besides giving the procedures, methods and samples used in the study, it also outlines major limitations faced during the study. 3.1. Research scope The essence of this study is to establish whether Customer Relationship Management Systems could be of help to higher education institutions. As such, the study delimits itself to the role of customer relationships in institutions of higher learning. The importance of Customer Relationship Management systems forms the basis for this study and hence the advantages of this strategy form a core subject of the study. Due to the large geographical coverage of institutions and financial constraints, only schools in Madrid and Canterbia in Spain were used for the study. 3.2. Data and data collection Collection of data forms influences the outcome of the study to a large extent. For this reason, the data collection procedure was applied in the best way possible to enhance efficiency and to give the most accurate results. Both primary and secondary data were applied in the study. a) Primary data Factual information from the respondents was vital in making effective conclusions. To obtain this information, two separate types of questionnaires were set. These focused on current customers and potential customers. For simplicity, senior high school students who are most likely going to join universities and colleges after graduating were interviewed to determine the qualities they considered important in a college. Further, they were required to suggest the various components they would like incorporated in the college and university CRM systems. Current customers included students at colleges, staff, parents and alumni. The questionnaire directed at this group was aimed at finding out the application of CRM in their schools and how they thought it could be better improved to by incorporating technology. For those whose schools had already adopted CRM systems, they were asked to give the advantages they had witnessed and the difference with what they heard from colleagues in oth er schools not using CRM systems. Questionnaire were read out and filled by the researcher as the respondent gave their views. b) Secondary data Equally important was the use of secondary data which gave the study a theoretical background. Without the use of books, journals and periodicals among other written works, there was no way of justifying the concept of Customer Relationship Management Systems. The literature review in particular was solely dependent on previously published works. As such, secondary data was highly employed in the study. 3.3. Sample selection, technique, and size The study sample consisted of ten college students, ten university students, twenty high school seniors, twenty staff members and a random selection of twenty parents and alumni of various colleges and universities. Due to the large population of probable respondents, a method for selecting a sample had to be identified. The strategic sampling method was used to identify respondents for the study. 3.4. Ethics of the research methodology Before the beginning of the study, an objective of reducing respondents compromise as far as possible was set. The views contained in the questionnaires were for research purposes only and no third party was allowed to come into contact with them. With such an assurance, respondents felt free to give out information considered sensitive. For privacy purposes, no respondent was required to give out his or her name during the interviews. This raised confidentiality as required in scholarly research. 3.5. Limitations of the study As mu