Qantas Airlines

Adel Dosmagambetova Maslow's progressive system There are in every case a few focuses when we are discussing administration and particularly friendliness industry. At the point when we serve our item, what our clients anticipate from us is our principle reason to give. The organization needs to relate the capacity of their administration and the desires for their clients. They measure their item and clients' needs. (Anton and Petouhoff 1996)There are no questions that coordinating the two sides desire we can give fulfillment to our customers. Anyway it isn't generally conceivable to fulfill all needs of your customer.Maslow's chain of command was made to show hypothesis of requirements in the brain science way and make an association between each stages. Maslow utilized the terms Physiological, Safety, Belongingness and Love, Esteem, and Self-Actualization needs to depict the example that human inspirations for the most part travel through. (King,2009). We have dissected our organiza tion and separated its needs into 5 fundamental highlights. Qantas(Queensland and Northern Territory Aerial Services) is one of the most seasoned air organization on the planet, KLM is the main organization elder.They offer their types of assistance more than 90 years and the politic of this worldwide, world well known organization show us their capacity to fabricate and stay in contact with ages and clients desire. The primary phase of the progressive system is physiological necessities which incorporate solace of their clients, the second is their security, the third is nature of administration, the forward one is a picture of the aviation routes and the last one is self-completion included individual experience. As it is referenced above, most importantly they give agreeable seats, top notch food and straight flights, in the event that it is possible.Qantas makes residential and universal ways also, their flights works to 56 metropolitans. Anyway they don't just specific on air-a dministration, they likewise have cooking and Qantas occasion, where they offer high positioning support and extraordinary sentiments. (About Qantas, 2012) The subsequent stage is adaptable calendars, security of their things and their wellbeing without a doubt. Qantas ensures their client their wellbeing during the flights, security of their baggage and other belongings.They attempted to make plans greatest agreeable for each client, checking that they for the most part make significant distance flights and their market is worked by a wide margin away flying. The third one is top notch administrations, with positive staffs, agreeable air terminals determination great coordinating spots. For feeling invited for each client they offer great support on their planes and they make preparing for their staff and even request marked regalia. Air terminal is the primary spot where you get previously or subsequent to flying and obviously client expect amazing administrations and appropriate selections.It is incredible thing to be associated with one of the most acclaimed and regarded air terminals. The fourths stage one is about notoriety of the aviation routes. The client needs being assurance and impeccable served, conclusions and notoriety of the picked carriers. They anticipate that the organization should advance them a top notch gauges and prominence everywhere throughout the world . â€Å"Success is getting what you need and joy is preferring what you get. †(Brown, 1992) To upgrade the organization's notoriety and marking Qantas has created inventive and promoting thoughts to support deals by redesigning their planes and improve nature of advertising.To end with self-completion we pick understanding of Qantas' client. The organization gives interesting sorts of administrations and make the trips for client great. They attempt to show client that with Qantas' they and their things in security, and no place else client will get such administrations. They ma ke their experience by giving fulfillments of client experience which permit them to fly just with Qantas and even extraordinary levies and Qantas club are support for them to fly Qantas.References list: Dr. Jon Anton and Dr. Natalie L. Petouhoff (1996) Customer relationship the executives. Skyway Drive, Santa Maria, Anton press Paul W. Lord. (2009) Climbing Maslow's pyramid picking your own way through life. Matlock Bath, Derbyshire, DB, United Kingdom H. Jackson Brown from the book Climbing Maslow pyramid. Matlock Bath, Derbyshire, DB, United Kingdom About Qantas, Retrieved from legitimate site http://www. qantas. com. au/travel/carriers/home/au/en

Essay on Diomedes, the True Hero of Homer’s Iliad -- Iliad essays

Diomedes, the True Hero of The Iliad In The Iliad, written in a third individual omniscient perspective, Homer gives an intense record of the tenth and a year ago of the Trojan War.â It was in Homer's record that the general concept of turning into an incredible saint arrived at its zenith; the decision of the better legend was not settled on the occasions they took part in, yet rather by their characteristics.â The antiquated Greeks had severe models for people to follow if they somehow managed to be viewed as saints. Most importantly, a man should have been a gifted warrior, however this was by all account not the only prerequisite. To be a legend, a warrior needed to regard authority, both administrative and strict. The Greeks gave saints no space for pride. These men were to be unassuming, not just offering credit to their way of life and the divine beings for any incredible deeds they had done, yet in addition tolerating everything that occurred as Fate, not situations they had made for themselves. As such, the y didn't make themselves what they were; somewhat, they had been foreordained to become it. The last necessity of being a legend was coolness. Legends were not allowed to be blinded by seethe or have state of mind swings. In The Iliad, two Greeks are introduced to the peruser as saints. They are Achilles and Diomedes. In spite of the fact that they are both acceptable contenders for the title of legend, Diomedes is by a wide margin the better of the two. Diomedes is one of the best and boldest of the Greek warriors. He is aware to all power figures and has practically zero pride. Continuously shrewd and sensible, he might be the vision of the ideal aristocrat. Both Achilles and Diomedes effectively meet the main necessity, that a saint must have aptitude on the war zone. All through The Iliad, Homer recounts their unimaginable (however generally go... ...murder in fight, regard for power, lowliness, and coolness enduring an onslaught. Very few men met all prerequisites, including Achilles, however they were still seen as legends. Among Achilles and Diomedes, Diomedes was the better decision for the title of saint. He was one of the best Greek fighters. Diomedes was aware of power, humble about his victories, and was practical. Achilles had incredible battling expertise also; in any case, he experienced difficulty regarding authority and keeping his cool, the two consequences of his over the top pride. On the off chance that Achilles had not been so prideful, he could have been an a lot more prominent warrior and legend, maybe accomplishing status equivalent to the divine beings. He basically had a lot of pride. Diomedes was unassuming; thusly, it was simpler for him to regard authority and keep a level head. Works Cited: Fagles, Robert, trans. The Iliad. New York: Penguin Books, 1990.

Looking for money to pursue an international and language study program COLUMBIA UNIVERSITY - SIPA Admissions Blog

Looking for money to pursue an international and language study program COLUMBIA UNIVERSITY - SIPA Admissions Blog Make sure the Boren Fellowship  is on your radar.   The Boren Fellowships provide funding to U.S. citizens who are pursuing international and language study in world regions critical to U.S. interests, such as Africa, Asia, Central and Eastern Europe, Eurasia, Latin America, and the Middle East.   Boren Fellowships for graduate students provide up to $30,000 for language study and international research.   Boren Fellowship awards are made for a minimum of 12 weeks and maximum of 24 months. Recipients of a Boren Fellowship accept a Service Requirement to work for the federal government in the national security arena. Award recipients are not guaranteed a federal job after graduation they must secure a position themselves. The 2015-16 application deadline is January 27, 2015 at 5:00 p.m. EST.   Boren Fellowship applicants will be notified of their status by mail in late April. For more information about the application process, click here.

Marriage Research Paper - 712 Words

Ian Moskowitz Mrs. Riccardi English IV H 30 January 2009 During the middle ages there were different expectations of marriage compared to today. Through out both there have been divorces arranged marriages and ceremonial traditions that have occurred. Each having comparisons and differences to one another. Divorce was something that been uncommon in the middle Ages the only ones who could divorce were men if their wives had committed adultery. Women on the other hand, could not divorce their husband unless he had committed numerous counts of crimes, one major crime, or was away on a long tour during warfare. For many married couples during the middle ages period, divorces were very uncommon and were not†¦show more content†¦Ã¢â‚¬Å"Today arranged marriages tend to exist in Japan, China, India, in Jewish culture and many other parts of the world†. (www.helium.com). To me arranged marriages are wrong, because marriage should be two people who feel a strong love for each other that they would want to spend the rest of their life together. Not because they have to be forced into it by their selfish family or by some old tradition. Lastly Ceremonial traditions were a big part of marriage during the Middle Ages and today. For the royal or nobles during the middle ages, would have a huge feast where the whole town would attend their castle and witness the couple get married. It was not always like this though. The earliest forms of marriage were usually quite simple and could be done simply by signing a slip of paper â€Å"But it wasnt until the 16th century Council of Trent that decreed a priest was required to perform the betrothal ceremony†. (www.medieval-weddings.net/marriage_laws.htm) and that it could not be done in secret but would have to be held in the open. Today, many couples will have the marriage with a big service depending on their religion and after have an elaborate party. But a couple can also do it as simply as signing a paper and having a witness present to verify there ma rriage. A ceremonial tradition is something one tends to think of as aShow MoreRelatedresearch paper marriage tradition1355 Words   |  6 Pagesï » ¿(Susana) Wai Ha Fok EN114 Marriage Traditions: Vast difference There is a huge difference between Chinese and western culture in marriage traditions. Due to the different background of religions, histories, also the evolution of thought and custom, meanings behind the marriage and wedding routines are vary. Chinas traditional idea of marriage is believed in â€Å"accommodate to the harmonious† philosophy (I Ching: Book of Changes, Fu Xi). It is not only a deal between two people but also relatedRead MoreGay Marriage Research Paper899 Words   |  4 PagesIn recent years, the debate over gay marriage has grown from an issue that occasionally arose in a few states to a nationwide controversy. People have opposing viewpoints on whether gays should be allowed to marry or not, and the sub topics that coincide with gay marriage. People wonder if it is okay for gays to marry, and if so, should it be legal everywhere? In the United States I 2009, some states like Iowa, Vermont, and Connecticut allow gays to marry, while states like Cali fornia, Florida,Read MoreGay Marriage Research Paper1970 Words   |  8 PagesIt is rooted in our traditional Western values that marriage is intended to be between man and woman. The dictionary defines it as the social institution under which a male and female establish their decision to live as husband and wife by legal commitments and religious ceremonies.1 I do not believe marriage should have an alternate definition. President George W. Bush once addressed our nation stating: â€Å"The union of a man and woman is the most enduring human institution honored and encouragedRead MoreGay Marriage Research Paper1852 Words   |  8 Pagesmarried or reap the benefits of said marriage. Marriage is basic to the recognition as equals in society and any status short of this becomes inferior, unjust and unconstitutional. Our nation cannot live up to its promise of equality and the fundamental rights to life, liberty, and the pursuit of happiness, until the invidious discrimination on the basis of sexual orientation is done away with. Equality under the law extends to all persons. Legalizing same-sex marriage, a recognition of basic AmericanRead MoreSame Sex Marriage Research Paper2044 Words   |  9 Pagesunrest regarding the governments decision to prohibit the legalization of same sex marriage. Our modern day society suggest that people should have the ability to express themselves however they deem fit. Yet for gay and lesbian people, the right of same sex ma rriage is prohibited but should be legalized to grant them the freedom of the many expressive rights that all humans possess. If the legalization of marriage is extended to gay couples, gays would have rights to legally care for loved ones inRead MoreThe Role Of Cohabitation As A Form Of Relationship And The Reasons Why People Choose Co Habitation1250 Words   |  5 PagesAbstract: This paper will examines the concept of cohabitation as a form of relationship and the reasons why people prefer co-habitation relationship to formal marriage, including its social appeal. Furthermore, the paper attempts to proffer reasons why people choose co-habitation by examining the role agents of socialization-family, peer and education and mass media play in the decision making process of people who chose this type of relationship, including an explanation of the main differencesRead MoreHomosexual Marriage Should Be Legal Essay1111 Words   |  5 PagesHomosexual marriage should be legal because marriage is a symbol of love and passion for one another, the homosexual family life is just as good as heterosexual family life, and prohibiting gay marriage is unconstitutional discrimination. Homosexuality occurs in over four hundred and fifty species, but homophobia (irrational fear or dislike against homosexuality) only occurs in one. (Gay Marriage Research Paper) We live in t he â€Å"land of the free,† but we still have laws that ban marriage of homosexualRead MoreMarriage Equality For Same Sex Couples1480 Words   |  6 PagesStudies Interest Research Project Marriage Equality for Same-Sex Couples in Australia. Tiarne Milton Year 12, CAFS Mrs Stamoudis Table Of Contents Abstract/summary†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦..3 Acknowledgments†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦4 Introduction†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦..5 Review of existing research†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Read MoreCareer Research Paper : Career1677 Words   |  7 PagesRunning head: CAREER RESEARCH PAPER 1 Career Research Paper Alex Labanon California State University, Sacramento CAREER RESEARCH PAPER 2 Nick Carter once said, â€Å"It s like Forrest Gump said, Life is like a box of chocolates. Your career is like a box of chocolates - you never know whatRead MoreThe Holy Of Marriage : The Sacrament Of Matrimony1284 Words   |  6 PagesThe purpose of this paper is to provide information through research of the sacrament that in my opinion is most meaningful, the sacrament of Matrimony. The paper will include the history of matrimony, why marriage is considered a sacrament, suggestions for future development as well as why this sacrament was chosen. Before we can begin to understand matrimony as a sacrament we must first understand its history and what the sacrament of marriage is meant to represent. Matrimony was not always considered

Comparing the American Presidential System and the...

Comparing the American Presidential System and the Parliamentary System As at present constituted, the federal government [of the United States of America] lacks strength because its powers are divided, lacks promptness because its authorities are multiplied, lacks wieldiness because its processes are roundabout, lacks efficiency because its responsibility is indistinct and its action is without competent direction. Although this statement, by Woodrow Wilson, was made in the 1920s, it can still be argued today on account of the fact that not much has changed in the way the United States government operates. Still existing in the American way of governing is the theory of the separation of powers, which was evolved within the†¦show more content†¦parlance). These ministers are usually not simultaneously members of the legislature, although their appointment may require the advice and consent of the legislative branch. Because the senior officials of the executive branch are separately elected of appointed, the presidential political system is ch aracterized by a separation of powers, wherein the executive and legislative branches are independent of one another. Presidents have greater control over their cabinet appointees who serve at the Presidents pleasure, and who are usually selected for reasons other than the extent of their congressional support (as in parliamentary systems). The U.S. represents the strongest form of presidentialism, in the sense that the powers of the executive and legislative branches are separate, and legislatures (national and state) often have significant powers. The parliamentary system, unlike the American presidential system, is recognizable by a fusion of powers between the legislative and executive branches. The Prime Minister, who is the chief executive, may be elected to the legislature in the same way that all other members are elected. The Prime Minister is the leader of the party that wins the majority of votes to the legislature-either de facto, or in some cases through an election held by the legislature. The Prime Minister appoints Cabinet Ministers. However, unlike in the presidential system, these members are typically themselves legislatureShow MoreRelatedParliamentary and Presidential Systems Essay1621 Words   |  7 PagesWhen looking at the different political systems across the world, parliamentary and presidential systems can be seen as two eminent and highly successful democracy as used most famously by Britain the United States respectively. Due to their difference in the system of governing, the role of an Australian Prime Minister may vary from that of an American President. Thus, differentiation of the system may incur a verity of responsibility and privilege that one and another desire to hold. 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Each government varies throughout each country. Thus, created different forms of government: Autocracy, Monarchy, Socialism, Communism, Theocracy, Plutocracy, and Pluralism. These forms of government are created based of one’s absolute routes, means of production, elimination ofRead MoreRepresentation Of A Proportional Representation Electoral System1826 Words   |  8 Pagesstatement: Democracies with a proportional representation electoral system plus a Parliamentary system (like that of Germany) encourage smaller parties more than the single member plurality electoral system and Presidential system (like that of America) in giving a voice to the many interests that characterize our increasingly diverse national populations. Introduction This paper discusses the crucial issue of electoral systems and their peculiar utility to the effective representation in the nationalRead More Comparing Canada and America Essay examples1124 Words   |  5 PagesComparing Canada and America The controversy over Canada and America, and who takes after whom has been around for many years. Canada and America are puzzles, two countries that are home to millions of people, living in relative comfort and health. We both have become nations through the help of each other and other nations. Yet, Canada has its own identity as a delightful complexity of cultures and customs, government and heroes. On the other hand, Canadians are simply not Americans by governmentRead MoreWhat are Presidentialism and Parliamentarism? 2332 Words   |  10 PagesWhat are presidentialism and parliamentarism? What are their virtues and vices? Which system is more suitable to new democracies, and why? Do we have a universal answer for all countries? Presidentialism and parliamentarism are two major forms of democratic government systems. Nearly all political systems in the world are modeled on them. (Mahler, 2000) The former is best respresented by the United States while the latter one is represented by the United Kingdom. The discussion in this essay isRead MoreCompare and Contract the Budget Processes and Systems of Fiscal Accountability in Presidential and Parliamentary Systems of Government.8193 Words   |  33 Pagesprocesses and systems of fiscal accountability in Presidential and Parliamentary systems of Government. Student: Lyn Marie James Abstract There is diversity of forms of government (Laundy, 1989) and different ways of classifying them and as such, this paper sets out to discuss the budgetary powers of the legislature under different forms of government, and the environment that informed the political structures. The paper discusses the different forms of government systems that exist inRead MoreThe History Of Portugal1582 Words   |  7 Pageswas Portugal. Portugal was founded as a republic in 1910 after a revolution had taken place. Since then Portugal has become a part of the National American Treaty Organization, the United Nations, and the European Union. They are still a 3 branch Republic with both a President and Prime Minister, where they have a Parliamentary Particracy government system. Here in this type of government one or more political parties will lead the government rather than residents and/or elected officials. A party is

Exercises for Different Specific Muscle Groups Free Essays

Muscles, together with our bones, shape a human’s body framework. Muscle causes motions by exerting force. It is divided into four muscle groups which are the head and neck muscles, trunk muscles, upper extremity and lower extremity muscles. We will write a custom essay sample on Exercises for Different Specific Muscle Groups or any similar topic only for you Order Now A well-balanced exercise program helps to maintain muscle strength and tone. Head and neck muscles move our head and shoulders thus proper exercise is needed to relax and maintain the natural muscle girdle. One can do the isometric front and back neck exercise wherein the person will sit and will gently push his or her head backwards without bending the neck to develop neck muscle. Try to avoid any more head movements as you resist the push. After doing this for 16 counts, work on pushing from the back side of your head (Miller). Trunk muscles can gain more strength from stability ball exercises. Â  You can do full squat with the stability ball by immediately extending legs and standing up and down while pressing hands up above the head to keep wrists over elbows and arms moving parallel to your body. Do this for 20 counts and then for another set. Another exercise for your trunk is the stability ball crunch wherein first you will sit upright in the stability ball with feet firmly on the floor. Walk forward allowing the stability ball to roll until it is placed on to your mid-back part. Place your hands in your chest and contract your abdomen and raise your shoulders up. It is like having sit-ups while taking care of your neck not to be strained by keeping the head at the neutral position. Do this in 20 repetitions for 3 sets (Sports Fitness Advisor). Upper extremity/limb muscles include shoulder, forearm, down to finger muscles. Strive to finish 12-15 repetitions push-ups/triceps push-ups. After that, hold free weights with your palms facing up, stand with feet hip-width apart, abdomen tight. Lift the weights, turn the palms face out, then do in reverse motion. Repeat for 12-15 repetitions (MedicineNet). To improve your lower extremity/limb muscles, do ankle exercises by sitting erectly with your soles against the base of a wall, keeping your legs straight. Place your hands on the floor behind you for support. Flex your feet to bringing your toes toward the shins. Repeat for 5 times to stretch and get your leg’s natural girdle. Last, to improve your hamstrings lie on your back with one knee bent and its foot on the floor. Extend the other leg on the floor with foot bended. Lie down your hands on your side and then extend your straight leg in the air forming as close to 90 degrees with respect to your upper body. Then lower your leg to the floor repeating for 5 times. Try to increase your motion speed with each repetition. Hold your leg up in the air on the last repetition. Jog or brisk walk for 2 minutes after completing all the exercises. How to cite Exercises for Different Specific Muscle Groups, Papers

Challenges in Customer Relationship Management

Question: Discuss the churn rate and biggest challenges in costomer relationship management? Answer: Introduction Any company in an industry spends significant amount of money to acquire customers (Gerdemen, 2013). But what is proving to be even more difficult is the consumer retention. Churn or attrition of consumers is a growing problem. In this case study, HubSpot was developed by Brian Halligan and Dharmesh Shah based on the theory of inbound marketing which they found was the most effective marketing method for small and medium enterprises with the traditional marketing methods becoming obsolete these days. With the idea of inbound marketing, the company would be able to attain new consumers and develop a more thorough relationship with them. With HubSpot, they aimed to provide best-practice guides, materials, training and software tools and support and produced product suites tailored for marketing for small, medium and large companies. They acquired their own customers by the inbound marketing technique. The company, when it began losing customers for the first time in the year 2007 disre garded the issue considering it not life threatening instead of analyzing the core of the problem which led to the issue rising during the recession and to the point where it is now. The main of this essay is to analyze the concept of churn with regards to HubSpot and estimate the biggest challenges faced by the company and come up with recommendations that would enable the company to fare better in its customer relationship management. Churn rate and Biggest Challenges Churning is basically the number of consumers who drop out of a particular subscription in a month. In case of HubSpot, their service is based on Saas (Software as a Service) which was as opposed to the idea of a one-time fee model was introduced as a subscription model. The marketing activities offered by the software concentrated mainly on SEO (Getting found) and help companies increase the traffic to their sites. Companies subscribing to the tool were happy with the results as their sales leads and traffic jumped to new heights. But once the results were achieved, the companies decided not to spend anymore on maintenance mode and as the desired results were already obtained, cancelled the subscriptions. While their customer satisfaction was absolute, they had this huge problem of consumer attrition after initial subscription and with a crash in economy in the year 2008, the churn rate increased and spiked to 7% in early 2009. The first challenge for the company was to provide the companies with more value for their money that they were providing. The SEO tool in its maintenance mode wasnt worth the $250 or $500 the companies were paying. On deeper analysis, they deduced that the smaller companies were more likely to cancel the subscription with the B2B companies being more loyal than the B2C companies. To tackle this, the company came up with a customer happiness index (CHI) and compared them to the churn rates to predict the attrition of consumers with their happiness. And the company came up with a weekly mail feature and many other ideas which backfired. Recommendations The biggest problem with HubSpot was that they focused on predicting the churn likelihood of their customers but failed to concentrate on the customers overall profitability and address the reason for the attrition. The company had devised CHI index to predict the likelihood of consumers who would drop out and offer them more detailed service and offer incentives to those who are at the higher level of index. The company must concentrate on maximizing profits along with reducing the churn (Gerdemen, 2013). Offering incentives to consumers who are more likely to leave may not be very beneficial to the company. While offering the consumers an incentive, the company must also take into account the spending profile of the company and the likelihood that they would probably react positively to the offer of retention as compared to the cost incurred by the company in making the offer. In a broader sense, it would be best if the company concentrated on the higher end users who are likely to stay and offer them the incentive which would also result in profit for the company. The concept of uplift can be applied to group consumers into four categories, persuadables, sure things, lost causes and sleeping dogs wherein the persuadables represent those consumers with incremental gain potential (Surrey, n.d.). The company needs to look into having more insight on to why customers were actually leaving. Once the reasons are identified and the high risk consumers who are about to unsubscribe are identified, the learning from the analysis can be used as leverage to lower the churn rate. Help customers with whatever their problem is to keep them from leaving. The software can also be improved to make it better for the customers and the company can increase relationship with consumer by effective, increased communication with them. The company needs to concentrate on keeping the profitable consumers happy and satisfied through better consumer engagement. The consumers need to be made aware of the benefits of the product through an effective onboarding process that helps them learn the significance of the product simply and thoroughly. The onboarding process also requires constant testing and optimization based on the requirements of the current trends (Lemmens and Gupta, 2013). Motivators for individual customer retention are different and the business needs to be understanding and proactively act upon individual consumer needs (Surrey, n.d.). Different consumers have different values and its important that the company capture the difference. It has been found that the B2B companies are more loyal as compared to the B2C companies. HubSpot was developed and aimed at B2B companies primarily and hence it would be wise for the company to concentrate more on the B2B companies. But as compared to selling to a single consumer, serving a business unit as whole is slightly complex (SearchCRM, 2008). The company thus would look at value in terms of not just the sales leads but also the other variables like development. HubSpot must really concentrate on making tailored products for their companies rather than trying to find consumers for their products. References Bozeman, B. and Rogers, J. (2001). A churn model of scientific knowledge value: Internet researchers as a knowledge value collective. School of Public Policy, Research Value Mapping Program, Georgia Institute of Technology, Atlanta. Gerdeman, D. (2013). A Smarter Way to Reduce Customer Churn. [online] Forbes. Available at: https://www.forbes.com/sites/hbsworkingknowledge/2013/11/11/a-smarter-way-to-reduce-customer-churn/ [Accessed 25 Jun. 2015]. Lemmens, A. and Gupta, S. (2013). Managing Churn to Maximize Profits. Harvard Business School. Mozer, M., Wolniewicz, R., Grimes, D., Johnson, E. and Kaushansky, H. (2000). Churn Reduction in the Wireless Industry. In S. A. Solla, T. K. Leen, K.-R. Mueller (Eds.), Advances in Neural Information Processing Systems 12, pp.935 - 941, Cambridge, MA: MIT Press. SearchCRM, (2008). How should a B2B company build customer value and customer trust? [online] Available at: https://searchcrm.techtarget.com/answer/How-should-a-B2B-company-build-customer-value-and-customer-trust [Accessed 25 Jun. 2015]. Surrey, P. (n.d.). The secret to reducing churn Leveraging analytics for better customer insight. WHITE PAPER: COMMUNICATIONS, Pitney Bowes Software. [online] Available at: https://www.pitneybowes.com/content/dam/pitneybowes/us/en/legacy/docs/us/software/industry-pages/Telecommunications/churn-management/PDFs/The-Secret-to-Reducing-Churn_WP.pdf [Accessed 25 Jun. 2015].