complete project

ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM) Cover page and Title page:

(Electronic Customer Relationship Management)

NAME: ALIBHIA NASKAR

ROLL NO: 1208025272

A PROJECT REPORT

Under the guidance of:

“Anup Kumar Pradhan”

Submitted by:

“Alibhia Naskar”

In partial fulfillment of the requirement for the award of the degree

Of

MBA

IN

Information Systems (IS)

S M U Sikkim Manipal University

Directorate of Distance Education

<JUNE> & <2014>

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)

Student Declaration:I hereby declare that project report entitled


Submitted in partial fulfillment of the requirements of the degree of Master of Business Administration to Sikkim Manipal University, India, is my original work and not submitted for the award of any other degree, diploma, fellowship, or any other similar title or prizes.

Place: Sikkim Manipal University

(Gariahat Branch, 226B Rashbehari Avenue, 3rd Floor, Kolkata -700019)

Date: 25/6/2014

(Alibhia Naskar)

Reg.No. 1208025272

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University study centre certificate This is to certify that project report entitled


Submitted in partial fulfillment of the requirements for the degree of Masters of Business Administration of Sikkim – Manipal University of Health, Medical and Technology Sciences

(Alibhia Naskar)

Has worked under my supervision and guidance and that no part of this report has been submitted for the award of any other degree, diploma, Fellowship or other similar titles or prizes and that the work has not been published in any journal or Magazine.

(Reg.No.1208025272)

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Acknowledgements:

Me, Alibhia Naskar I declared that the organization “Sikkim Manipal University” in India (Gariahat Branch ) is very helpfully support to me to complete my project report . I am also thankful to our Centre coordinator “Abhijit Kundu” for cooperation with us. And also The Company where I have done my project The “LG” Company is very supportive to complete my project report. So thanks to all for helping me to complete my project report.

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Bonafied Certificate:

S M U Sikkim Manipal University

Directorate of Distance Education

BONAFIDE CERTIFICATE

Certified that this project report title

“Electronic Customer relationship Management” is the bonafied work of “Alibhia Naskar” who carried out the project work under my supervision.

SIGNATURE SIGNATURE

HEAD OF THE DEPARTMENT FACULTY IN CHARGE

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM) Executive Summary

Purpose of the report

The objective of this work is to produce a global Electronic Customer Relationship Management report on LG Electronics Corporation with the aim of outlining innovation entry points for Canadian companies by identifying LG’s organizational structure, and how Canadians, especially SMEs, can engage in the various stages of LG Electronics’ Electronic Customer Relationship Management.

LG Electronics

LG Electronics (LGE) is in pursuit of becoming the No. 1 company, and to take a leading position in the global market by providing differentiated customer values. To achieve this vision, it has recently been promoting its business strategies in three directions: differentiation of smart technology, enhancement of strategic alliances, and expansion of its commercial market. Given that the vertical integration of smart technologies requires efficient coordination among partners, it should be an important task for the company to effectively systemize its business operations and create synergies.

Mobile Media

The number of Smartphone users in Korea has increased rapidly since 2009, and will reach 33 million users in 2012, which will account for more than 60% of the total mobile phone users. Besides that, Korea’s mobile carriers have been actively developing LTE systems with improved data transmission speed, while content and device providers are quickly joining the market by actively promoting the development of applications and big screens - high resolution devices optimized for LTE environment. The growth and development of the Smartphone market and communication networks have started to change the mobile phone industry’s value chains into an open ecosystem in Korea. In response to such changes, LGE has been carrying forward affiliations with the LG Group’s subsidiaries and other global companies to expand its LTE smart phone line up and capture new market opportunities. Especially, since Korea and the US, both of which are key markets for LGE, are going through a fast transition to LTE, the company is seeking

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to improve its software, apply new hardware features and enhance the competitiveness of its smart phones. In addition, the market for tablet PCs is also expected to grow to reach 6.5 million units in 2013 from 400 thousand units in 2010.

Connected Vehicles

While the connected vehicle market in Korea is expected to grow rapidly from its value of 7.0 billion USD in 2011 to 12.3 billion USD in 2015, the major automakers are enhancing their collaboration with global IT companies and mobile carriers to provide infotainment services. LGE has been running its connected vehicle businesses in Korea for years, and has recently been expanding cooperation with leading global automakers like Toyota and Volkswagen. The LG Group has been producing most of the components of electric cars and established related technologies. LGE possesses the technology to manufacture motors, a part of the car’s engine; LG Chemical possesses the technology to produce batteries, a core component of an electric car; LG CNS provides the battery charging system; LG Innate supplies sensors and steering motors to car companies; and LS produces electrical power inverters and control devices.

Smart Grid

The smart grid industry has been attracting national attention in Korea in recent years, and the LG Group has been actively participating in a wide range of sectors in the smart grid industry. Its four subsidiaries that run the related businesses and their engagement areas include LGE (smart appliance technology), LG Chemicals (energy saving system), LG U Plus (intelligent electricity network service) and LG CNS (intelligent control center solutions). The group has set a goal to create 4 billion USD worth of sales by 2020 in the smart grid market. In particular, LGE introduced Smart ThinQ in April, 2011, which is a smart appliance solution that brings its consumers smart savings and enhanced convenience. It also plans to extend device-to-device connectivity to its Home Energy Management System (HEMS) to help manage smart appliances, lighting and heating, ventilation, and air conditioning (HVAC) in a more power-efficient manner. The company has been testing HEMS in Korea’s Juju Smart Grid Test-bed as well as in other regions overseas including Aachen, Germany and California, U.S.A.

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Clean Tech

The Clean Technology market in Korea is also expected to grow rapidly in the future, and LGE’s related business areas include LED lights, water treatment, sunlight solutions, etc. In particular, LG Corp announced ‘Green 2020’ in April 2010 as part of its green management strategy for the purpose of achieving sustainable growth, and planned to invest 10 trillion KRW into the development of green products and businesses, and an additional 10 trillion KRW into building green manufacturing facilities.

Building Energy Management System

The Korean government has been strengthening its legal and social regulations to support the dissemination of the Building Energy Management System (BEMS) since 2009, and plans to promote the expansion of the BEMS market rapidly from 2013. The main market players in Korea include leading global and local companies from industries such as building automation, IT, telecommunication, etc. Foreign-affiliated companies like Honeywell Korea and Arch systems are known to dominate around 70% of Korea’s BEMS market, while major companies like Samsung SDS and LG CNS, who have experience in software development and system construction, are aggressively entering the market. As it possesses advanced technologies in lighting, air conditioning and heating systems, LGE has been expanding its businesses and expects to achieve outstanding results in the market in the near future.

The details of the key findings from this analysis show that the markets for the core products of mobile media, connected vehicles, smart grid, clean tech and BEMS will continue to grow, and LGE is promoting its business strategies to gain shares in each of those markets. However, the industrial value chains in Korea appear to be concentrated by large companies and are also highly demanding. Thus, a potential supplier who seeks cooperation with LGE should take a strategic approach to facilitate the establishment of a cooperative relation between them.

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Key Success Factors W

1. Best-of-breed technology expertise underlined by trusted human resources

2. Integrated stakeholder communication to deliver strategic alternatives

3. Sector-specific capabilities for systemizing R&D and marketing operations

4. Advanced technology capabilities in mobile media5. Strategic solutions for penetrating into niche markets of

tablet PCs6. Focus in areas of content and platforms for mobile media

ecosystems7. Enhanced compatibility with a variety of LGE’s mobile

products8. Market understanding & strategic scenarios in the connected

vehicle business9. Optimization technologies that maximize user benefits from

connected vehicles10.High end connected vehicle technology11.Integrated operating system for smart home appliances and

HEMS12.Successful experience in the smart grid markets in Europe

and North America13.Resource capabilities in clean tech14.Stronger cooperative relation with the public sectors

regarding BEMS

Trade Commissioner Service - Contact Information

The Canadian Trade Commissioner Service (TCS) helps companies navigate the complexities of international markets and make better business decisions. The TCS is on the ground in more than 150 cities worldwide, gaining market intelligence, and uncovering opportunities for Canadian companies and helping reduce business costs and risks. The TCS is a free service of the Government of Canada, helping companies prepare for international markets, assess market potential, find qualified contacts and resolve business problems.

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ECRM:The eCRM or electronic customer relationship management encompasses all the CRM functions with the use of the net environment i.e., intranet, extranet and internet. Electronic CRM concerns all forms of managing relationships with customers making use of information technology (IT). eCRM is enterprises using IT to integrate internal organization resources and external "marketing" strategies to understand and fulfill their customers’ needs. Comparing with traditional CRM, the integrated information for eCRM intraorganizational collaboration can be more efficient to communicate with customers.[1]

From Relationship Marketing to Customer Relationship:

Marketing:

The concept of relationship marketing was first founded by Leonard Berry in 1983. He considered it to consist of attracting, maintaining and enhancing customer relationships within organizations.[2] In the years that followed, companies were engaging more and more in a meaningful dialogue with individual customers. In doing so, new organizational forms as well as technologies were used, eventually resulting in what we know as customer relationship management.

The main difference between CRM and e-CRM is that the first does not acknowledge the use of technology, where the latter uses Information Technology (IT) in implementing RM strategies.[3]

The essence of CRM:

The exact meaning of CRM is still subject of heavy discussions.[4] However, the overall goal can be seen as effectively managing differentiated relationships with all customers and communicating with them on an individual basis.[5] Underlying thought is that companies realize that they can supercharge profits by acknowledging that different groups of customers vary widely in their behavior, desires, and responsiveness to marketing.[6]

Loyal customers can not only give operational companies sustained revenue but also advertise for new marketers. To reinforce the reliance of customers and create additional customer sources, firms utilize CRM to maintain the relationship as the general two categories B2B (business-to-business) and B2C (business-to-

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)customer or business-to-consumer). Because of the needs and behaviors are different between B2B and B2C, the implementation of CRM should come from respective viewpoints.[7]

Difference between CRM and ECRM:

Major differences between CRM and eCRM:[8]

Customer contacts

CRM – Contact with customer made through the retail store, phone, and fax.

eCRM – All of the traditional methods are used in addition to Internet, email, wireless, and PDA technologies.

System interface

CRM – Implements the use of ERP systems, emphasis is on the back-end.

eCRM – Geared more toward front end, which interacts with the back-end through use of ERP systems, data warehouses, and data marts.

System overhead (client computers)

CRM – The client must download various applications to view the web-enabled applications. They would have to be rewritten for different platform.

eCRM – Does not have these requirements because the client uses the browser.

Customization and personalization of information

CRM – Views differ based on the audience, and personalized views are not available. Individual personalization requires program changes.

eCRM – Personalized individual views based on purchase history and preferences. Individual has ability to customize view.

System focus

CRM – System (created for internal use) designed based on job function and products. Web applications designed for a single department or business unit.

eCRM – System (created for external use) designed based on customer needs. Web application designed for enterprise-wide use.

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)System maintenance and modification

CRM – More time involved in implementation and maintenance is more expensive because the system exists at different locations and on various servers.

eCRM – Reduction in time and cost. Implementation and maintenance can take place at one location and on one server.

ECRM:

As the Internet is becoming more and more important in business life, many companies consider it as an opportunity to reduce customer-service costs, tighten customer relationships and most important, further personalize marketing messages and enable mass customization.[9] ECRM is being adopted by companies because it increases customer loyalty and customer retention by improving customer satisfaction, one of the objectives of eCRM. E-loyalty results in long-term profits for online retailers because they incur less costs of recruiting new customers, plus they have an increase in customer retention.[10] Together with the creation of sales force automation (SFA), where electronic methods were used to gather data and analyze customer information, the trend of the upcoming Internet can be seen as the foundation of what we know as eCRM today.

As we implement eCRM process, there are three steps life cycle:[11]

1. Data collection: About customers preference information for actively (answer knowledge) and passively (surfing record) ways via website, email, questionnaire.

2. Data aggregation: Filter and analysis for firm’s specific needs to fulfill their customers.

3. Customer interaction: According to customer’s need, company provide the proper feedback them.

eCRM can be defined as activities to manage customer relationships by using the Internet, web browsers or other electronic touch points. The challenge hereby is to offer communication and information on the right topic, in the right amount, and at the right time that fits the customer’s specific needs.[12]

eCRM strategy components

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)When enterprises integrate their customer information, there are three eCRM strategy components:[13]

1. Operational: Because of sharing information, the processes in business should make customer’s need as first and seamlessly implement. This avoids multiple times to bother customers and redundant process.

2. Analytical: Analysis helps company maintain a long-term relationship with customers.

3. Collaborative: Due to improved communication technology, different departments in company implement (intraorganizational) or work with business partners (inter organizational) more efficiently by sharing information.

Implementing and integrating eCRM work

Non-electronic solution

Several CRM software packages exist that can help companies in deploying CRM activities. Besides choosing one of these packages, companies can also choose to design and build their own solutions. In order to implement CRM in an effective way, one needs to consider the following factors:

Create a customer-focused culture in the organization. Adopt customer-based managers to assess satisfaction. Develop an end-to-end process to serve customers. Recommend questions to be asked to help a customer solve a

problem. Track all aspects of selling to customers, as well as

prospects.[14]

Furthermore, CRM solutions are more effective once they are being implemented in other information systems used by the company. Examples are transaction processing system(TPS) to process data real-time, which can then be sent to the sales and finance departments in order to recalculate inventory and financial position quick and accurately. Once this information is transferred back to the CRM software and services it could prevent customers from placing an order in the belief that an item is in stock while it is not.

Cloud solution

Today, more and more enterprise CRM systems move to cloud computing solution, "up from 8 percent of the CRM market in 2005 to 20 percent of the market in 2008, according to Gartner".

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)[15] Moving managing system into cloud, companies can cost efficiently as pay-per-use on manage, maintain, and upgrade etc. system and connect with their customers streamlined in the cloud. In cloud based CRM system, transaction can be recorded via CRM database immediately.[16]

Some enterprises CRM in cloud systems are web-based customers don’t need to install an additional interface and the activities with businesses can be updated real-time. People may communicate on mobile devices to get the efficient services. Furthermore, customer/case experience and the interaction feedbacks are another way of CRM collaboration and integration information in corporate organization to improve businesses’ services.

There are multifarious cloud CRM services for enterprise to use and here are some hints to the your right CRM system:[17]

1. Assess your company’s needs: some of enterprise CRM systems are featured.

2. Take advantage of free trials: comparison and familiarization each of the optional.

3. Do the math: estimate the customer strategy for company budget.

4. Consider mobile options: some system like Salesforce.com can be combined with other mobile device application.

5. Ask about security: consider whether the cloud CRM solution provides as much protection as your own system.

6. Make sure the sales team is on board: as the frontline of enterprise, the launched CRM system should be the help for sales.

7. Know your exit strategy: understand the exit mechanism to keep flexibility.

Vcrm

Channels, through which companies can communicate with its customers, are growing by the day, and as a result, their time and attention has turned into a major challenge.[18]One of the reasons eCRM is so popular nowadays is that digital channels can create unique and positive experiences – not just transactions – for customers.[19] An extreme, but ever growing in popularity, example of the creation of experiences in order to establish customer service is the use of Virtual Worlds, such as Second Life. Through this so-called vCRM, companies are able to create synergies between virtual and physical channels and reaching a very wide consumer base. However, given the newness of the technology, most

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)companies are still struggling to identify effective entries in Virtual Worlds.[20] Its highly interactive character, which allows companies to respond directly to any customer’s requests or problems, is another feature of eCRM that helps companies establish and sustain long-term customer relationships.[21]

Furthermore, Information Technology has helped companies to even further differentiate between customers and address a personal message or service. Some examples of tools used in eCRM:

Personalized Web Pages where customers are recognized and their preferences are shown.

Customized products or services.

CRM programs should be directed towards customer value that competitors cannot match.[22] However, in a world where almost every company is connected to the Internet, eCRM has become a requirement for survival, not just a competitive advantage.[23]

Different Levels of CRM:

In defining the scope of eCRM, three different levels can be distinguished:

Foundational services:

This includes the minimum necessary services such as web site effectiveness and responsiveness as well as order fulfillment.

Customer-centered services:

These services include order tracking, product configuration and customization as well as security/trust.

Value-added services:

These are extra services such as online auctions and online training and education.[24]

Self-services are becoming increasingly important in CRM activities. The rise of the Internet and eCRM has boosted the options for self-service activities. A critical success factor is the integration of such activities into traditional channels. An example was Ford’s plan to sell cars directly to customers via its Web Site, which provoked an outcry among its dealers network.[25] CRM activities are mainly of two different types. Reactive service is where the customer has a problem and contacts the

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)company. Proactive service is where the manager has decided not to wait for the customer to contact the firm, but to be aggressive and contact the customer himself in order to establish a dialogue and solve problems.[26]

Steps to eCRM Success

Many factors play a part in ensuring that the implementation any level of eCRM is successful. One obvious way it could be measured is by the ability for the system to add value to the existing business. There are four suggested implementation steps that affect the viability of a project like this:

1. Developing customer-centric strategies.2. Redesigning workflow management systems.3. Re-engineering work processes.4. Supporting with the right technologies[27]

Mobile CRM:

One subset of Electronic CRM is Mobile CRM (mCRM). This is defined as "services that aim at nurturing customer relationships, acquiring or maintaining customers, support marketing, sales or services processes, and use wireless networks as the medium of delivery to the customers.[28] However, since communications is the central aspect of customer relations activities, many opt for the following definition of mCRM: "communication, either one-way or interactive, which is related to sales, marketing and customer service activities conducted through mobile medium for the purpose of building and maintaining customer relationships between a company and its customer(s).[29]

eCRM allows customers to access company services from more and more places, since the Internet access points are increasing by the day. mCRM however, takes this one step further and allows customers or managers to access the systems for instance from a mobile phone or PDA with internet access, resulting in high flexibility.

Since mCRM is not able to provide a complete range of customer relationship activities it should be integrated in the complete CRM system.[30]

There are three main reasons that mobile CRM is becoming so popular. The first is that the devices consumers use are improving in multiple ways that allow for this advancement. Displays are larger and clearer and access times on networks are improving

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)overall. Secondly, the users are also becoming more sophisticated. The technology to them is nothing new so it is easy to adapt. Lastly, the software being developed for these applications has become worthwhile and useful to end users.[31]

There are four basic steps that a company should follow to implement a mobile CRM system. By following these and also keeping the IT department, the end users and management in agreement, the outcome can be beneficial for all.

Step 1 - Needs analysis phase: This is the point to take your times and understand all the technical needs and desires for each of the users and stakeholders. It also has to be kept in mind that the mobile CRM system must be able to grow and change with the business.

Step 2 – Mobile design phase: This is the next critical phase that will show all the technical concerns that need to be addressed. A few main things to consider are screen size, device storage and security.

Step 3 – Mobile application testing phase: This step is mostly to ensure that the users and stakeholders all approve of the new system.

Step 4 – Rollout phase: This is when the new system is implemented but also when training on the final product is done with all users.[32]

Advantages of mobile CRM

1. The mobile channel creates a more personal direct connection with customers.

2. It is continuously active and allows necessary individuals to take action quickly using the information.

3. Typically it is an opt-in only channel which allows for high and quality responsiveness.

4. Overall it supports loyalty between the customer and company, which improves and strengthens relationships.[33]

Failures:

Designing, creating and implementing IT projects has always been risky. Not only because of the amount of money that is involved, but also because of the high chances of failure. However, a positive trend can be seen, indicating that CRM failures dropped from a

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)failure rate of 80% in 1998, to about 40% in 2003.[34] Some of the major issues relating to CRM failure are the following:

Difficulty in measuring and valuing intangible benefits. Failure to identify and focus on specific business

problems. Lack of active senior management sponsorship. Poor user acceptance. Trying to automate a poorly defined process.[35]

Failure rates in CRM from 2001-2009:[36]

2001- 50% failure rate according to the Gartner group. 2002- 70% failure rate according to Butler group. 2003- 69.3% according to Selling Power, CSO Forum. 2004- 18% according to AMR Research group. 2005- 31% according to AMR Research. 2006- 29% according to AMR Research. 2007- 56% according to Economist Intelligence Unit 2009- 47% according to Forrester Research

Differing measurement criteria and methods of the research groups make it difficult to compare these rates. Most of these rates were based on customer response pertaining to questions on the success of CRM implementations.

Privacy:

The effective and efficient employment of CRM activities cannot go without the remarks of safety and privacy. CRM systems depend on databases in which all kinds of customer data is stored. In general, the following rule applies: the more data, the better the service companies can deliver to individual customers. Some known examples of these problems are conducting credit-card transaction online of the phenomenon known as 'cookies' used on the Internet in order to track someone’s information and behavior.[37] The design and the quality of the website are two very important aspects that influence the level of trust customers experience and their willingness of reluctance to do a transaction or leave personal information.[38]

Privacy policies can be ineffective in relaying to customers how much of their information is being used. In a recent study by The University of Pennsylvania and University of California, it was revealed that over half the respondents have an incorrect understanding of how their information is being used. They believe

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)that, if a company has a privacy policy, they will not share the customer's information with third party companies without the customer's express consent. Therefore, if marketers want to use consumer information for advertising purposes, they must clearly illustrate the ways in which they will use the customer's information and present the benefits of this in order to acquire the customer's consent.[39] Privacy concerns are being addressed more and more. Legislation is being proposed that regulates the use of personal data. Also, Internet policy officials are calling for more performance measures of privacy policies.[40]

Statistics on privacy: [41]

38% of retailers don't talk about privacy in their sign up or welcome email.

About 50% of major online retailers discuss privacy concerns during the email subscription process

As the use of the Internet, electronic CRM solutions, and even the existence of e-business are rising, so are the efforts to further develop the systems being used and to increase their safety for customers, in order to further reap the benefits of their us

Enterprise resource planning (ERP) is business management software—usually a suite of integrated applications—that a company can use to collect, store, manage and interpret data from many business activities, including:-

Product planning, cost and development Manufacturing or service delivery Marketing and sales Inventory management Shipping and payment

ERP provides an integrated view of core business processes, often in real-time, using common databases maintained by a database management system. ERP systems track business resources—cash, raw materials, production capacity—and the status of business commitments: orders, purchase orders, and payroll. The applications that make up the system share data across the various departments (manufacturing, purchasing, sales, accounting, etc.) that provide the data.[1] ERP facilitates information flow between

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)all business functions, and manages connections to outside stakeholders.[2]

Enterprise system software is a multi-billion dollar industry that produces components that support a variety of business functions. IT investments have become the largest category of capital expenditure in United States-based businesses over the past decade. Though early ERP systems focused on large enterprises, smaller enterprises increasingly use ERP systems.[3]

Organizations consider the ERP system a vital organizational tool because it integrates varied organizational systems and facilitates error-free transactions and production. However, ERP system development is different from traditional systems development.[4] ERP systems run on a variety of computer hardware and network configurations, typically using a database as an information repository.[5]

Customer Lifecycle management:

(Redirected from Customer Lifecycle Management)

Customer Lifecycle Management, or CLM is the measurement of multiple customer related metrics, which, when analyzed for a period of time, indicate performance of a business.[1] The overall scope of the CLM implementation process encompasses all domains or departments of an organization, which generally brings all sources of static and dynamic data, marketing processes, and value added services to a unified decision supporting platform through iterative phases of customer acquisition, retention, cross and up-selling, and lapsed customer win-back.[2][3]

Some detailed CLM models further breakdown these phases into acquisition, introduction to products, profiling of customers, growth of customer base, cultivation of loyalty among customers, and termination of customer relationship.[4]

According to a DM Review magazine article by Claudia Inhofe, et al., "The purpose of the customer life cycle is to define and communicate the stages through which a customer progresses when considering, purchasing and using products, and the associated business processes a company uses to move the customer through the customer life cycle."[5]

Business-to-business (B2B) describes commerce transactions between businesses, such as between a manufacturer and a wholesaler, or between a wholesaler and a retailer. Contrasting

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)terms are business-to-consumer (B2C) and business-to-government (B2G). B2B branding is a term used in marketing.

The overall volume of B2B (Business-to-Business) transactions is much higher than the volume of B2C transactions.[1][2][3] The primary reason for this is that in a typical supply chain there will be many B2B transactions involving sub components or raw materials, and only one B2C transaction, specifically sale of the finished product to the end customer. For example, an automobile manufacturer makes several B2B transactions such as buying tires, glass for windscreens, and rubber hoses for its vehicles. The final transaction, a finished vehicle sold to the consumer, is a single (B2C) transaction.

B2B is also used in the context of communication and collaboration. Many businesses are now using social media to connect with their consumers (B2C); however, they are now using similar tools within the business so employees can connect with one another. When communication is taking place amongst employees, this can be referred to as "B2B" communication.

Difference between B2B AND B2C:

The main difference between B2B and B2C is who the buyer of a product or service is. The purchasing process is different in both cases and the following is a list of key differences between them.

Buying behavior in a B2B environment:

Some characteristics of organizational buying / selling behavior in detail:

For consumer brands the buyer is an individual. In B2B there are usually committees of people in an organization and each of the members may have different attitudes towards any brand. In addition, each party involved may have different reasons for buying or not buying a particular brand.

Since there are more people involved in the decision making process and technical details may have to be discussed in length, the decision-making process for B2B products is usually much longer than in B2C.

Companies seek long-term relationships as any experiment with a different brand will have impacts on the entire business. Brand loyalty is therefore much higher than in consumer goods markets.

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While consumer goods usually cost little in comparison to B2B goods, the selling process involves high costs. Not only is it required to meet the buyer numerous times, but the buyer may ask for prototypes, samples and mock ups. Such detailed assessment serves the purpose of eliminating the risk of buying the wrong product or service.

B2B brand needs to be differentiated:

One of the characteristics of a B2B product is that in many cases it is bought by a committee of buyers. It is important to understand what a brand means to these buyers. Buyers are usually well-versed with costing levels and specifications. Also, due to constant monitoring of the market, these buyers would have excellent knowledge of the products too. In many cases the purchases are specification driven. As a result of this, it is vital that brands are clearly defined and target the appropriate segment.

As explained above, every one product can only be associated with one brand. Because of this, it is vital that companies find a white space for their brand, an uncontested category to occupy space in the minds of the buyer.

In differentiating one’s brand, companies can use various strategies, often referring to the origin of the goods or the processes used to manufacture the product(s). Some have identified up to 13 such strategies. Depending on the company’s history, the competitive landscape, occupied spaces and white spaces, there could be one or many strategies that any company could use.

Ultimately, a strong B-2-B brand will reduce the perceived risk for the buyer and help sell the brand.

Retail:

Retail is the sale of goods and services from individuals or businesses to the end-user. Retailers are part of an integrated system called the supply chain. A retailer purchases goods or products in large quantities from manufacturers directly or through a wholesale, and then sells smaller quantities to the consumer for a profit. Retailing can be done in either fixed locations like stores or markets, door-to-door or by delivery. In the 2000s, an increasing amount of retailing is done using online websites, electronic payment, and then delivered via a courier or via other services.

Retailing includes subordinated services, such as delivery. The term "retailer" is also applied where a service provider services the

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)needs of a large number of individuals, such as for the public. Shops may be on residential streets, streets with few or no houses or in a shopping mall. Shopping streets may be for pedestrians only. Sometimes a shopping street has a partial or full roof to protect customers from precipitation. Online retailing, a type of electronic commerce used for business-to-consumer (B2C) transactions and mail order, are forms of non-shop retailing.

Shopping generally refers to the act of buying products. Sometimes this is done to obtain necessities such as food and clothing; sometimes it is done as a recreational activity. Recreational shopping often involves window shopping (just looking, not buying) and browsing and does not always result in a purchase.

Etymology:

Retail comes from the Old French word taller, which means "to cut off, clip, pare, divide" in terms of tailoring (1365). It was first recorded as a noun with the meaning of a "sale in small quantities" in 1433 (from the Middle French retail, "piece cut off, shred, scrap, paring").[1] Like in French, the word retail in both Dutch and German also refers to the sale of small quantities of items.

Types of retail outlets:

A marketplace is a location where goods and services are exchanged. The traditional market square is a city square where traders set up stalls and buyers browse the stores. This kind of market is very old, and countless such markets are still in operation around the whole world.

In some parts of the world, the retail business is still dominated by small family-run stores, but this market is increasingly being taken over by large chains. Most of these stores are called high street stores. Gradually high street stores are being re-grouped at one location called Malls. These are more defined and planned spaces for retail stores and Brands.

Types by products:

Retail is usually classified by type of products as follows:

Food products — typically require cold storage facilities. Hard goods or durable goods ("hard-line retailers")

[2] — automobiles, appliances, electronics, furniture, goods, lumber, etc., and parts for them. Goods that do not quickly wear out and provide utility over time.

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM) Soft goods or consumables[3][4] — clothing,

other fabrics, footwear, cosmetics, medicines and stationery. Goods that are consumed after one use or have a limited period (typically under three years) in which you may use them.

Arts — Contemporary art galleries, Bookstores, Handicrafts, Musical instruments, Gift shops, and supplies for them.

Types by marketing strategy:

There are the following types of retailers by marketing strategy:

Department store

Department stores are very large stores offering a huge assortment of "soft" and "hard goods; often bear a resemblance to a collection of specialty stores. A retailer of such store carries variety of categories and has broad assortment at average price. They offer considerable customer service.

Discount store

Discount stores tend to offer a wide array of products and services, but they compete mainly on price offers extensive assortment of merchandise at affordable and cut-rate prices. Normally, retailers sell less fashion-oriented brands.

Warehouse store

Warehouses that offer low-cost, often high-quantity goods piled on pallets or steel shelves; warehouse clubs charge a membership fee.

Variety store

Variety stores offer extremely low-cost goods, with limited selection.

Demographic

Retailers that who are aim at one particular segment (e.g., high-end retailers focusing on wealthy individuals).

Mom-And-Pop

A small retail outlet owned and operated by an individual or family. That focuses on a relatively limited and selective set of products.

Specialty store

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)A specialty (BE: specialty) store has a narrow marketing focus - either specializing on specific merchandise, such as toys, shoes, or clothing, or on a target audience, such as children, tourists, or oversize women.[5] Size of store varies - some specialty stores might be retail giants such as Toys "R" Us, Foot Locker, and The Body Shop, while others might be small, individual shops such as Nutters of Savile Row.[5] Such stores, regardless of size, tend to have a greater depth of the specialist stock than general stores, and generally offer specialist product knowledge valued by the consumer. Pricing is usually not the priority when consumers are deciding upon a specialty store; factors such as branding image, selection choice, and purchasing assistance are seen as important.[5] They differ from department stores and supermarkets which carry a wide range of merchandise.[6]

Boutique

Boutique or concept stores are similar to specialty stores. Concept stores are very small in size, and only ever stock one brand. They are run by the brand that controls them. An example of brand that distributes largely through their own widely distributed concept stores is L'OCCITANE en Provence. The limited size and offering of L'OCCITANE's stores are too small to be considered a specialty store proper.

General store

A general store is a rural store that supplies the main needs for the local community;

Convenience store

A convenience store provides limited amount of merchandise at more than average prices with a speedy checkout. This store is ideal for emergency and immediate purchases as it often works with extended hours, stocking everyday;

Hypermarkets

That provides variety and huge volumes of exclusive merchandise at low margins. The operating cost is comparatively less than other retail formats.

Supermarket

A supermarket is a self-service store consisting mainly of grocery and limited products on non food items. They may adopt a Hi-Lo or an EDLP strategy for pricing. The supermarkets can be

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)anywhere between 20,000 and 40,000 square feet (3,700 m2). Example: SPAR supermarket.

Mall

A shopping mall has a range of retail shops at a single outlet. They can include products, food and entertainment under one roof. Malls provide 7% of retail revenue in India, 10% in Vietnam, 25% in China, 28% in Indonesia, 39% in the Philippines, and 45% in Thailand.[7]

"Category killer" or specialist

By supplying wide assortment in a single category for lower prices a category killer retailer can "kill" that category for other retailers. For few categories, such as electronics, the products are displayed at the centre of the store and sales person will be available to address customer queries and give suggestions when required. Other retail format stores are forced to reduce the prices if a category specialist retail store is present in the vicinity.

E-tailor

The customer can shop and order through the internet and the merchandise is dropped at the customer's doorstep or an e-tailor. Here the retailers use drop shipping technique. They accept the payment for the product but the customer receives the product directly from the manufacturer or a wholesaler. This format is ideal for customers who do not want to travel to retail stores and are interested in home shopping. However, it is important for the customer to be wary about defective products and non secure credit card transaction. Examples include Amazon.com, Penknife, and eBay.

Vending machine

A vending machine is an automated piece of equipment wherein customers can drop the money in the machine and acquire the products. Some stores take a no frills approach, while others are "mid-range" or "high end", depending on what income level they target.

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Other types

Other types of retail store include:

Automated Retail stores — self-service, robotic kiosks located zoom Shops and Red box. in airports, malls and grocery stores. The stores accept credit cards and are usually open 24/7. Examples include

Big-box stores — encompass larger department, discount, general merchandise, and warehouse stores.

Retailers can opt for a format as each provides different retail mix to its customers based on their customer demographics, lifestyle and purchase behavior. A good format will lend a hand to display products well and entice the target customers to spawn sales.

Worldwide Top Five Retailers[8]

Retail Sales Rank

CompanyCountry of

Origin2013 group revenue (US

$mil)

1 Walmart US $464,162

2 Tesco UK $119,052

3 Costco US $105,156

4 Carrefour France $103,555

5 Kroger US $96,751

Cloud computing is a term used to refer to a model of network computing where a program or application runs on a connected server or servers rather than on a local computing device such as a

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)PC, tablet or Smartphone. Like the traditional client-server model or older mainframe computing,[1] a user connects with a server to perform a task. The difference with cloud computing is that the computing process may run on one or many connected computers at the same time, utilizing the concept of virtualization. With virtualization, one or more physical servers can be configured and partitioned into multiple independent "virtual" servers, all functioning independently and appearing to the user to be a single physical device. Such virtual servers are in essence disassociated from their physical server, and with this added flexibility, they can be moved around and scaled up or down on the fly without affecting the end user. The computing resources have become "granular", which provides end user and operator benefits including on-demand self-service, broad access across multiple devices, resource pooling, rapid elasticity and service metering capability.[2]

In more detail, cloud computing refers to a computing hardware machine or group of computing hardware machines commonly referred as a server or servers connected through a communication network such as the Internet, an intranet, a local area network (LAN) or wide area network (WAN). Any individual user who has permission to access the server can use the server's processing power to run an application, store data, or perform any other computing task. Therefore, instead of using a personal computer every time to run a native application, the individual can now run the application from anywhere in the world, as the server provides the processing power to the application and the server is also connected to a network via the Internet or other connection platforms to be accessed from anywhere.[3] All this has become possible due to increased computer processing power available to humankind with decreased cost as stated in Moore's law.

In common usage the term "the cloud" has become a shorthand way to refer to cloud computing infrastructure.[4] The term came from the cloud symbol that network engineers used on network diagrams to represent the unknown (to them) segments of a network.[5] Marketers have further popularized the phrase "in the cloud" to refer to software, platforms and infrastructure that are sold "as a service", i.e. remotely through the Internet. Typically, the seller has actual energy-consuming servers which host products and services from a remote location, so end-users don't have to; they can simply log on to the network without installing anything. The major models of cloud computing service are known

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)as software as a service, platform as a service, and infrastructure as a service. These cloud services may be offered in a public, private or hybrid network.[6] Google, Amazon, IBM, Oracle Cloud, Rack space, Sales force, Zhou and Microsoft are some well-known cloud vendors.

COMPANY PROFILE:

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Type Public

Traded as KRX: 066570 LSE: LGLD

Industry Consumer electronics

Mobile devices

Home Appliances

Vehicle Components

Founded 1958 (Gold Star)

Founder(s) In-Hoi Koo

Headquarters Yeouido-dong, Seoul, South Korea

Area served Worldwide

Key people Bon-joon Koo

(Vice Chairman and CEO)

Products See products listing

Revenue KRW 58.140 trillion (2013)[1]

Net income KRW 223 billion (2013)[1]

Total assets KRW 35.53 trillion (2013)[1]

Total equity KRW 12.69 trillion (2013)[1]

Employees 86,000 (2013)[1]

Parent LG Corporation

Website www.lg.com

http://en.wikipedia.org/wiki/File:LG_Electronics.svg

ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)Electronics was founded in 1958 at Seoul, South Korea. This multinational company is the 2nd largest electronic products maker of South Korea and third largest appliance maker in the world. LG manufactures, develops and sells Digital Display, Digital Appliances, Digital Media and Mobile Communication products in international market. LG Electronics is a project of LG Group which earns revenue of USD$68.8 billion. Yong Nam is the CEO & Vice Chairman of the company who is making it possible to spread the network of LG throughout the world. Headquarter of LG Electronics is in LG Twin Towers at Seoul, South Korea.

There are more than 75 subsidiaries of the company in the world which designs, manufactures, market and sells televisions, different electronic products, home appliances and telecommunication devices. LG Electronics is the owner of Zenith Electronics and has a joint venture with Philips Electronics under the name of LG Display. Both the companies are putting their effort in manufacturing and developing the quality of their products. Some important subsidiaries of LG Group are LG Electronics, LG Telecom, LG Chem. and Zenith Electronics in more than 80 countries.

In early years of 2000 the company acquired popularity in new markets and earned more revenue. In 2005 and 2006 the company did a record business in the market of electronic products. LG is the largest plasma manufacturer of the world and LG Display is the largest manufacturer of liquid crystal displays. In 2006 the company focused its attention on mobile phones and introduced LG Chocolate. The company developers the designs and functions of its mobile phone and marketed LG Shine and LG Prada which became very successful. LG Electronics picked as "The Design Team of the Year" by Red Dot Design Award in 2006 and 2007. It is also called “new Apple” & “new Sony” in the communities due to its products and management.

LG Electronics was established in 1958 as Gold Star. It was a manufacturer of refrigerators, TVs, air conditioners and washing machines. LG Group is the merger of Lucky and Gold Star, two Korean companies. L is taken from Lucky and G from Gold Star which formed LG Group. "Life's Good" is the slogan of the LG Electronics. Before the name of LG Electronics, Electronic goods were sold under the name of Lucky and similarly home appliances were sold under the name of Gold Star. Gold star produces

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)Interactive Multiplayer which was costly but it was very successful. In 1995 Gold Star was renamed as LG Electronics and owned Zenith Electronics of USA. LG Electronics sponsors sports in different fields such as football, cricket and racing etc.

LG Electronics of USA has introduced a variety of handsets which became very successful. The company is producing a large number of handsets and it is expected that it would become the fourth largest handset maker of the world in 2008. The mobiles of LG are becoming popular in the telecommunication market due to its quality and advance features. The division of home appliances manufactures products such as air conditioners, refrigerators, ovens and washing machines for home users. North America is the largest market for home appliances division of the company.

In display divisions LG Electronics is very prominent. The company manufactures, LCD TVs, Monitors, Plasma TVs, OLED Panels, Flat Panel Monitors and USB Memory. The company has launched many products in the field of digital media such as DVD Recorders, CD RW, Home Theatre Systems, Notebook PCs, MP3 Players, Desktop PCs; PDAs etc. LG has introduced a series of air conditioners which is successful in the market of electronics.

LG Electronics Inc. (Korean:LG 전자, KRX: 066570, LSE: LGLD) is a South Korean multinational electronics company headquartered in Yeouido-dong, Seoul, and a member of the LG cabal. The company operates its business through five divisions: Mobile Communications, Home Entertainment, Home Appliances, Air Conditioning & Energy Solutions, and Vehicle Components. It is the world's second-largest television manufacturer (after Samsung Electronics),[2] and the world's maker by unit sales in the first quarter of 2014.[3]

History:

1985~1960's

In 1958, LG Electronic was founded as Gold Star.[4] The group was formed through the merger of two Korean companies, Lak-Hui (pronounced "Lucky") and Gold Star, from which the abbreviation of LG was derived. The current "Life's Good" slogan is a acronym. Before the corporate name change to LG, household products were sold under the brand name of Lucky, while electronic

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)products were sold under the brand name of Gold Star (Hangul:금성).

1970's~1990's

In 1994, Gold Star gained sponsorship from the 3DO Company to make the first 3DO Interactive Multiplayer In 1995, Gold Star was renamed LG Electronics, and acquired the US electronics company Zenith. LG Solar Energy is a subsidiary formed in 2007 to allow LG Chem. to supply poly silicon to LG Electronics for production of solar cells.

2000~Present

By 2005, LG was a Top 100 global brand, and in 2006, LG recorded a brand growth of 14%.[5] Its display manufacturing affiliate, LG Display, is now the world's largest plasma panel manufacturer.[6]

On December 5, 2012, the antitrust regulators of European Union fined LG Electronics and several other major companies for fixing prices of TV cathode-ray tubes in two cartels lasting nearly a decade.[7] In January 2009 LG was able to buy the domain name LG.com for low six figures USD. In 2008, LG took its first dive into the solar panel manufacturing pool, as it announced a preliminary deal to form a joint venture with Convergys. Under the deal, set to be completed by year's end, LG would acquire a 75 percent stake in Cinergy’s Frankfurt solar-panel plant.[8] LG has produced camcorders called ARTCAM and DSLRs.[9]

Operations:

LG Electronics has 5 business units and more than 110 operations worldwide, employing 86,000 people. LG Electronics owns Zenith and controls 37.9 percent of LG Display.[10]

All information about LG Electronics' biz domains are from its official site. [11]

Home Entertainment Company

The HE Company produces and run business in TVs, A/V products, monitors, and personal computers. LG HE Company

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)launched OLED TVs, 4K ULTRA HD TVs and CINEMA 3D Smart TVs featuring the new webs platform this year. It is the world's second-largest television manufacturer (after Samsung Electronics),[6]

Mobile Communication Company

The Mobile Communications Company provides smart phones - including its flagship premium G Series models, F Series and L Series - and tablets as well as wearable devices. LG MC Company is the world's fourth-largest mobile phone maker by unit sales in the third quarter of 2013.[7]

Home Appliances Company

The Home Appliances Company manufactures refrigerators, washing machines, dishwashers, cooking appliances, vacuum cleaners, built-in appliances, and healthcare products.

Air Conditioning & Energy Solution Company

The Air Conditioning & Energy Solution, Company total heating, ventilation and air conditioning HVAC (energy solutions provider. The company offers a range of customized HVAC products, including Residential Air Conditioning (RAC), System Air Conditioning (SAC), Air Quality and Building Management Systems (BMS).

Vehicle Components Company

LG Electronics Vehicle Components Company focuses on commercializing eco-friendly automotive components and core solutions, including in-car infotainment systems, electric compressors, as well as engineering and consulting services in the areas of product development, production engineering and component supply.

Products:

LG Electronics' products include computers, televisions, phones, and home appliances.

LG Electronics introduced their first Internet TV in 2007, originally branded as "Net Cast Entertainment Access" devices. They later renamed the 2011 Internet TV's to “LG Smart TV” when more interactive television features were added, that enables the audience to receive information from the Internet while at the same time watching conventional TV programming.[12][13] LG's Magic Remote uses Hillcrest Labs' Free space technology to allow users

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)to change channels using gestures[14] and NaturallySpeaking technology for voice recognition.[15]

An LG Direct Drive washing machine

An LG Optimums 3D mobile phone/Smartphone

An LG laptop PC

An LG water filter

An LG Smart TV

Marketing:

In 2013, LG Electronics unveiled a new brand identity defined from the perspective of customers. The new brand theme “It’s all possible,” visualized with the LG Red Circle, is applied to all products and brand campaigns of LG Electronics around the globe.

Sponsorships:

In August 2013, it was announced that LG Electronics would sponsor German Bundesliga club Bayer 04 Leverkusen for the next three years with an option to extend for one more year. LG sponsors the International Cricket Council, the world governing body for cricket. It also sponsors ICC Awards.[16]

In the U.S., LG Electronics’ brand and product advertisements can be seen in Dodger Stadium of the Los Angeles Dodgers and Great American Ball Park of the Cincinnati Reds. It also sponsors professional golf players Jab-young Kim and Bomu Lee.

LG Electronics sponsored the English football club Wayside Rovers (Guildford) from 2000 until 2002 and the English football

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)club Felltham F.C until July 2010. LG sponsored the Brazilian football club Sao Paulo FC from 2001 to 2009, during which time the club were the winners of the 2005 FIFA Club World Championship. LG currently sponsor the Australian team Fremantle Football Club, the Costa Rican football club Lira Depurative Alajuelense, the Australian National Rugby League team Cornella Sharks, and the Argentinean club Boca Juniors.

During the period 2001–2003 LG sponsored the snooker Grand Prix. During these years the tournament was known as the LG Cup.

In 2008 LG became sponsors of the Extreme Sport 'FSO4 Freeze' festival [17] and in January 2009 LG became a Global Partner and Technology Partner of Formula One.[18] LG is now an official supplier to Virgin Racing, as well as Lotus Racing and engine manufacturer Bosworth.[19] LG sponsors the LG Mobile World Cup texting competition.[20] LG also sponsors London Fashion Week and the LG Arena in Birmingham.[21] They also have sponsored professional Star craft 2, Incredible Miracle since 2011

LG is an Official Device Partner of the hit movie, The Wolverine

Slogans:

'LG, Future's Technology' (June 1, 1997 – November 30, 1999)

'LG, Digitally Yours' (December 1, 1999 – June 30, 2004) 'LG, Life's Good' (July 1, 2004 – present, Used Before UEFA

Euro 2004 Ended)

Environmental records:

LG is listed in Green peace’s Guide to Greener Electronics where it ranked 13th (jointly with Toshiba) out of 15 leading electronics makers in November 2011, scoring 2.8 out of 10. LG benefited from having a penalty point lifted from the previous edition (October 2010). The company was penalized for failing to meet its commitment to make products free of polyvinyl chloride (PVC) plastic and brominates flame retardants (BFRs) by the end of 2010. All of LG's mobile phones are now free from PVC and BFRs while other products such as TVs and notebooks contain PVC/BFR free parts; LG aims to phase these substances out from TVs monitors and PCs by 2012 and household appliances by 2014.[22]

In the Guide the company scored badly on the Energy criteria, being criticized for setting a weak target for the reduction of

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)greenhouse gas emissions and not making renewable energy part of its low carbon strategy. LG scored most points in the Sustainable Operations category with the company providing take-back for obsolete phones in 52 countries and being in the process of addressing the issue of conflict minerals. However, the guide warned that LG risks incurring a penalty point in future editions as it was still being listed as a client of Asia Pulp and Paper (APP) who have been linked to illegal logging and deforestation in Indonesia.[22]

Choice magazine, in independent tests of popular LG fridge models in 2010, found the energy consumption in two models was higher than claimed by LG. LG was aware of the problem and had offered compensation to affected customers.[23] In 2004, LG made 4A-rated water efficiency claims for numerous washing machines before they were certified. LG gave undertakings to the Australian Competition and Consumer Commission (ACCC) to provide appropriate corrective notices and upgrade and maintain its trade practices compliance program. In 2006, LG overstated energy efficiency on five of its air conditioner models and was again required to offer consumers rebates to cover the extra energy costs.[23]

Proposed USA headquarters

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http://en.wikipedia.org/wiki/File:NJPalisades.JPG


The Hudson Palisades and Palisades Interstate Park with GWB

placed at left. A LG Electronics USA plan to build a 143 ft (44 m) high-rise that would break the tree line is controversial.

LG Electronics USA has proposed to build a new headquarters in the borough of Englewood Cliffs in Bergen County, New Jersey, including a 143 ft (44 m) tall building that would break the tree line of Hudson Palisades, a US National Natural Landmark.[24][25][26] The company is planning to build an environmentally friendly having received a favorable legal decision subsequently being appealed based upon building height issues.[27] The plan, while approved by the local government, has been met with resistance from the segments of the general public as well as government officials in New Jersey and New York.[28][29][30][31][32][33][34]

Controversy:

In November 2013, it was discovered that some of LG's smart TVs silently collect filenames from attached USB storage devices and attempt to send them back to LG's own servers, although as of this writing the web application does not exist and the purpose of this is unknown. The same television was also found to send program viewing data to another LG-affiliated server which is in operation.[35][36] Shortly after this blog entry went live, LG disabled playback on its site of the video explaining how their viewer analytics work and closed the Bright cove account the video was hosted on.[37]

[38] By December 2013 the page itself was removed from LG's website.

Television:

Television, colloquially known as TV, (from French television; from Ancient Greek τῆλε (tale), meaning "far", and Latin vision, meaning "sight") is a telecommunication medium that is used for transmitting and receiving moving images and sound. In a broader sense, television can also refer to images that are monochrome (black-and-white) or color, or images with or without accompanying sound. Television may also refer specifically to a television set, television program, or television transmission.

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)Commercially available since the late 1920s (but in extremely limited numbers), the television has since become commonplace in homes, businesses and institutions, particularly as a vehicle for advertising, a source of entertainment, and news. During the 1950s, television became the primary medium for molding public opinion.[1] Then, in the mid-1960s, color television became more widely available.

The availability of storage media such as video cassettes (mid-1970s), laserdiscs (1978), DVDs (1997) and high-definition Blue(2006) then enabled viewers to use the television set to watch recorded material, such as movies, as well as broadcast material. Internet television has seen the rise of television programming available via the Internet through services such as player, Hula, and Netflix.

In 2009, 78% of the world's households owned at least one television set, an increase of 5% from 2003.[2] The replacement of CRT technology with various flat-panel televisions using LCD, plasma or LED screens was a major change in how television sets operated. In 2013, 87% of televisions sold had color LCD screens.[3]

The most common usage of television is for broadcast television, which is modeled on the radio broadcasting systems developed in the 1920s. Broadcast television uses high-powered radio-frequency transmitters to broadcast the television signal to individual television receivers. The broadcast television system is typically disseminated via radio transmissions on designated channels in the 54–890 MHz frequency band.[4] Signals are now often transmitted with stereo or surround sound in many countries. Until the 2000s, broadcast television programs were generally transmitted as an analog television signal, but over the course of the decade following several countries went almost exclusively digital. In addition to over-the-air transmission, television signals are also distributed by cable and satellite systems.

A standard television set comprises multiple internal electronic circuits, including circuits for receiving and decoding broadcast signals. A visual display device which lacks tuners properly called a video monitor, rather than a television. A television system may use different technical standards such as digital television (DTV) and high-definition television (HDTV). Television systems are also

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)used for surveillance, industrial process control, and guiding of weapons, in places where direct observation is difficult or dangerous. A 2004 study by the Children’s Hospital and Regional Medical Center in Seattle has found a link between infant exposure to television and ADHD.[5]

History:

Main article: History of television

In its early stages of development, TV employed a combination of optical, mechanical and electronic technologies to capture, transmit and display a visual image. By the late 1920s, those employing only optical and electronic technologies were being explored. All modern TV systems relied on the latter, although the knowledge gained from the work on electromechanical systems was crucial in the development of fully electronic television.

Braun HF 1 television receiver, Germany, 1958

The first images transmitted electrically were sent by early mechanical fax machines, including the pan telegraph, developed in the late 19th century. The concept of electrically powered transmission of TV images in motion was first sketched in 1878 as the telephone, scope shortly after the invention of the telephone. At the time, it was imagined by early science fiction authors that someday light could be transmitted over copper wires, as sounds were.

The idea of using scanning to transmit images was put to actual practical use in 1881 in the pan telegraph, through the use of

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)a pendulum-based scanning mechanism. From this period forward, scanning, in one form or another has been used in nearly every image transmission technology to date, including TV. This is the concept of "pasteurization", the process of converting a visual image into a stream of electrical pulses.

In 1884, Paul Gottlieb Nipkow, a 23-year-old university student in Germany,[6] patented the first electromechanical TV system which employed a scanning disk, a spinning disk with a series of holes spiraling toward the center, for pasteurization. The holes were spaced at equal angular intervals such that, in a single rotation, the disk would allow light to pass through each hole and onto a light-sensitive selenium sensor which produced the electrical pulses. As an image was focused on the rotating disk, each hole captured a horizontal "slice" of the entire image.[7]

Nipkow's design was not practical until advances in amplifier tube technology became available. Later designs used a rotating mirror-drum scanner to capture the image and a cathode ray tube (CRT) as a display device, but moving images were still not possible, due to the poor sensitivity of the selenium sensors. In 1907, Russian scientist Boris Rosing became the first inventor to use a CRT in the receiver of an experimental television system. He used mirror-drum scanning to transmit simple geometric shapes to the CRT.[8]

Zworykin demonstrates electronic television (1929).

Using a Nipkow disk, Scottish inventor John Logie Baird succeeded in demonstrating the transmission of moving silhouette images in London in 1925,[9] and of moving, monochromatic images in 1926. Baird's scanning disk produced an image of 30 lines resolution, just enough to discern a human face, from a double spiral of lenses.[10] This demonstration

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)by Baird is generally agreed to be the world's first true demonstration of TV, albeit a mechanical form no longer in use. Remarkably, in 1927, Baird also invented the world's first video recording system, "Phonovision": because the signal produced by his 30-line equipment was in the audio frequency range, he was able to capture it on 10-inch gramophone records using conventional audio recording technology. A handful of Baird's Phonovision recordings survive and these were finally decoded and rendered into viewable moving images in the 1990s using modern digital signal-processing technology.[11]

In 1926, Hungarian engineer Kálmán Tihanyi designed a television system utilizing fully electronic scanning and display elements, and employing the principle of "charge storage" within the scanning (or "camera") tube.[12][13][14][15]

On 25 December 1926, Kenjiro Takayanagi demonstrated a TV system with a 40-line resolution that employed a CRT display at Hamamatsu Industrial High School in Japan.[16] This was the first working example of a fully electronic television receiver. Takayanagi did not apply for a patent.[17]

By 1927, Russian inventor Léon Theremin developed a mirror-drum-based TV system which used interlacing to achieve an image resolution of 100 lines.[18]

Philo Farnsworth

In 1927, Philo Farnsworth made the world's first working television system with electronic scanning of both the pickup and display devices,[19] which he first demonstrated to the press on 1 September 1928.[19][20]

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)WRGB claims to be the world's oldest television station, tracing its roots to an experimental station founded on 13 January 1928, broadcasting from the General Electric factory in Schenectady, NY, under the call letters W2XB.[21] It was popularly known as "WGY Television" after its sister radio station. Later in 1928, General Electric started a second facility, this one in New York City, which had the call letters W2XBS, and which today is known as WNBC.

The two stations were experimental in nature and had no regular programming, as receivers were operated by engineers within the company. The image of a Felix the Cat doll, rotating on a turntable, was broadcast for 2 hours every day for several years, as new technology was being tested by the engineers. Milton Berle claimed that he was on a very early experimental television experiment in Chicago, Illinois, in 1929.[22]

At the Berlin Radio Show in August 1931, Manfred von Ardenne gave the world's first public demonstration of a TV system using a cathode ray tube for both transmission and reception. The world's first electronically scanned TV service began in Berlin in 1935. In August 1936, the Olympic Games in Berlin were carried by cable to TV stations in Berlin and Leipzig where the public could view the games live.[23]

In 1935, the German firm of Fernseh A.G. and the United States firm Farnsworth Television owned by Philo Farnsworth signed an agreement to exchange their television patents and technology to speed development of TV transmitters and stations in their respective countries.[24]

On 2 November 1936, the BBC began transmitting the world's first public regular high-definition service from the Victorian Alexandra Palace in north London.[25] It therefore claims to be the birthplace of TV broadcasting as we know it today.

In 1936, Kálmán Tihanyi described the principle of plasma display, the first flat panel display system.[26][27]

Mexican inventor Guillermo González Camarena also played an important role in early TV. His experiments with TV (known as telectroescopía at first) began in 1931 and led to a patent for the "trichromatic field sequential system" color television in 1940.[28]

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)Although TV became more familiar in the US with the general public at the 1939 World's Fair, the outbreak of World War II prevented it from being manufactured on a large scale until after war's end. True regular commercial television network programming did not begin in the US until 1948. During that year, conductor Arturo Toscanini made his first of ten TV appearances conducting the NBC Symphony Orchestra,[29] and Texaco Star Theater, starring comedian Milton Berle, became television's first gigantic hit show.[30] Since the 1950s, television has been the main medium for molding public opinion.[1]

Amateur television (ham TV or ATV) was developed for non-commercial experimentation, pleasure and public service events by amateur radio operators. Ham TV stations were on the air in many cities before commercial TV stations came on the air.[31]

In 2012, it was reported that TV revenue was growing faster than film for major media companies.[32]

Color TV

This is title card for NBC, promoting their broadcast "in RCA color".

Color TV is part of the history of television, the technology of television and practices associated with television's transmission of

moving in color video.

In its most basic form, a color broadcast can be created by broadcasting three monochrome images, one each in the three colors of red, green and blue (RGB). When displayed together or in either rapid succession or optically overlapped, these images will blend together to produce a full color image as seen by the viewer.

One of the great technical challenges of introducing color broadcast television was the desire to conserve bandwidth,

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)potentially three times that of the existing black-and-white standards, and not use an excessive amount of radio spectrum. In the US, after considerable research, the National Television Systems Committee[33] approved an all-electronic system developed by RCA which encoded color difference information (rendering the hue and saturation of colors) separately from the brightness information (rendering the lightness and darkness of colors) and greatly reduced the resolution of the color difference information in order to conserve bandwidth. The brightness image remained compatible with existing black-and-white television sets at full resolution, while color TVs could decode both the extra information (low resolution color difference) and the brightness image, and then combine the brightness image with the color difference image to produce a full-color image. The higher resolution black-and-white and lower resolution color-difference images combine in the eye to produce a seemingly high-resolution full-color image. The NTSC standard represented a major technical achievement.

Although all-electronic color was introduced in the US in 1953,[34] high prices and the scarcity of color programming greatly slowed its acceptance in the marketplace. The first national color broadcast (the 1954 Tournament of Roses Parade) occurred on January 1, 1954, but during the following ten years most network broadcasts, and nearly all local programming, continued to be in black-and-white. It was not until the mid-1960s that color sets started selling in large numbers, due in part to the color transition of 1965 in which it was announced that over half of all network prime-time programming would be broadcast in color that fall. The first all-color prime-time season came just one year later.

Early color sets were either floor-standing console models or tabletop versions nearly as bulky and heavy, so in practice they remained firmly anchored in one place. The introduction of GE's relatively compact and lightweight Porte-Color set in the spring of 1966 made watching color television a more flexible and convenient proposition. In 1972, sales of color sets finally surpassed sales of black-and-white sets. Also in 1972, the last holdout among daytime network programs converted to color, resulting in the first completely all-color network season.

Color broadcasting in Europe was not standardized on the PAL format until the 1960s, and broadcasts did not start until

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)1967. By this point many of the technical problems in the early sets had been worked out, and the spread of color sets in Europe was fairly rapid.

By the mid-1970s, the only stations broadcasting in black-and-white were a few high-numbered UHF stations in small markets, and a handful of low-power repeater stations in even smaller markets such as vacation spots. By 1979, even the last of these had converted to color and by the early 1980s B&W sets had been pushed into niche markets, notably low-power uses, small portable sets, or use as video monitor screens in lower-cost consumer equipment, in the television production and Post production industry.

Color bars used in a test pattern, sometimes used when no program material is available.

Color bars used in a test pattern, sometimes used when no program material is available.

Geographical usage:

Television introduction by country

1930 to 1939 1980 to 1989

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM) 1940 to 1949 1990 to 1999 1950 to 1959 After 2000 1960 to 1969 No television 1970 to 1979 No dataMain article: Geographical usage of television

Timeline of the introduction of television in countries

Content:

Programming Television program and Category: Television genres

Getting TV programming shown to the public can happen in many different ways. After production, the next step is to market and deliver the product to whatever markets are open to using it. This typically happens on two levels:

1. Original Run or First Run: a producer creates a program of one or multiple episodes and shows it on a station or network which has either paid for the production itself or to which a license has been granted by the television producers to do the same.

2. Broadcast syndication: this is the terminology rather broadly used to describe secondary programming usages (beyond original run). It includes secondary runs in the country of first issue, but also international usage which may not be managed by the originating producer. In many cases, other companies, TV stations or individuals are engaged to do the syndication work, in other words, to sell the product into the markets they are allowed to sell into by contract from the copyright holders, in most cases, the producers.

First run programming is increasing on subscription services outside the US, but few domestically-produced programs are syndicated on domestic free-to-air (FTA) elsewhere. This practice is increasing however, generally on digital-only FTA channels, or with subscriber-only first-run material appearing on FTA.

Unlike the US, repeat FTA screenings of an FTA network program almost only occur on that network. Also, affiliates rarely buy or produce non-network programming that is not centered on local programming.

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)Funding

The examples and perspective in this section may not represent a worldwide view of the subject. Please improve this article and discuss the issue on the talk page. (January 2010)

Television sets per 1000 people of the world

1000+ 100–200 500–1000 50–100 300–500 0–50 200–300 No data

Around the globe, broadcast TV is financed by government, advertising, licensing (a form of tax), subscription or any combination of these. To protect revenues, subscription TV channels are usually encrypted to ensure that only subscription payers receive the decryption codes to see the signal. Unencrypted channels are known as free to air or FTA.

In 2009, the global TV market represented 1,217.2 million TV households with at least one TV, and total revenues of 268.9 billion EUR (declining 1.2% compared to 2008).[35] North America had the biggest TV revenue market share with 39%, followed by Europe (31%), Asia-Pacific (21%), Latin America (8%) and Africa and the Middle East (2%).[36]

Globally, the different TV revenue sources divide into 45 to 50% TV advertising revenues, 40 to 45% subscription fees and 10% public funding.[37][38]

Advertising

TV's broad reach makes it a powerful and attractive medium for advertisers. Many TV networks and stations sell blocks of broadcast time to advertisers ("sponsors") to fund their programming.[39]

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)United States

Since inception in the US in 1941,[40] television commercials have become one of the most effective, persuasive, and popular methods of selling products of many sorts, especially consumer goods. During the 1940s and into the 1950s, programs were hosted by single advertisers. This, in turn, gave great creative license to the advertisers over the content of the show. Perhaps due to the quiz show scandals in the 1950s,[41] networks shifted to the magazine concept introducing advertising breaks with multiple advertisers.

US advertising rates are determined primarily by Nielsen ratings. The time of the day and popularity of the channel determine how much a TV commercial can cost. For example, the highly popular American Idol can cost approximately $750,000 for a 30-second block of commercial time; while the same amount of time for the Super Bowl can cost several million dollars. Conversely, lesser-viewed time slots, such as early mornings and weekday afternoons, are often sold in bulk to producers of infomercials at far lower rates.

In recent years, the paid program or infomercial has become common, usually in lengths of 30 minutes or one hour. Some drug companies and other businesses have even created "news" items for broadcast, known in the industry as video news releases, paying program directors to use them.[42]

Some TV programs also weave advertisements into their shows, a practice begun in film [43] and known as product placement. For example, a character could be drinking a certain kind of soda, going to a particular chain restaurant, or driving a certain make of car. (This is sometimes very subtle, where shows have vehicles provided by manufacturers for low cost, rather than wrangling them.) Sometimes, a specific brand or trade mark, or music from a certain artist or group, is used. (This excludes guest appearances by artists, who perform on the show.)

United Kingdom

The TV regulator oversees TV advertising in the United Kingdom. Its restrictions have applied since the early days of commercially funded TV. Despite this, an early TV mogul, Roy, likened the broadcasting license as being a "license to print money".[44] Restrictions mean that the big three national commercial TV

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)channels: ITV, Channel 4, and Five can show an average of only seven minutes of advertising per hour (eight minutes in the peak period). Other broadcasters must average no more than nine minutes (twelve in the peak). This means that many imported TV shows from the US have unnatural pauses where the UK Company does not utilize the narrative breaks intended for more frequent US advertising. Advertisements must not be inserted in the course of certain specific proscribed types of programs which last less than half an hour in scheduled duration; this list includes any news or current affairs program, documentaries, and programs for children. Nor may advertisements be carried in a program designed and broadcast for reception in schools or in any religious broadcasting service or other devotional program, or during a formal Royal ceremony or occasion. There also must be clear demarcations in time between the programs and the advertisements.

The BBC, being strictly non-commercial is not allowed to show advertisements on television in the UK, although it has many advertising-funded channels abroad. The majority of its budget comes from television license fees (see below) and broadcast syndication, the sale of content to other broadcasters.

Ireland

The Broadcasting Commission of Ireland (BCI) (Irish: Coimisiún Craolacháin na hÉireann)[45] oversees advertising on television and radio within Ireland on both private and state owned broadcasters. Advertising is found on both private and state owned broadcasters. There are some restrictions based on advertising, especially in relation to the advertising of alcohol. Such advertisements are prohibited until after 7 pm. Broadcasters in Ireland adhere to broadcasting legislation implemented by the Broadcasting Commission of Ireland and the European Union. Sponsorship of current affairs programming is prohibited at all times.

As of 1 October 2009, the responsibilities held by the BCI are gradually being transferred to the Broadcasting Authority of Ireland.

Taxation or license

Television services in some countries may be funded by a television license or a form of taxation which means advertising

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)plays a lesser role or no role at all. For example, some channels may carry no advertising at all and some very little, including:

Australia (ABC) Japan (NHK) Norway (NRK) Sweden (SVT) United Kingdom (BBC) United States (PBS) Denmark (DR)

The BBC carries no television advertising on its UK channels and is funded by an annual television License paid by premises receiving live TV broadcasts. Currently, it is estimated that approximately 26.8 million UK private domestic households own televisions, with approximately 25 million TV Licenses in all premises in force as of 2010.[46] This television license fee is set by government, but the BBC is not answerable to or controlled by government.

The two main BBC TV channels are watched by almost 90 percent of the population each week and overall have 27 per cent share of total viewing.[47] This in spite of the fact that 85% of homes are multichannel, with 42% of these having access to 200 free to air channels via satellite and another 43% having access to 30 or more channels via Free view.[48]The license that funds the seven advertising-free BBC TV channels currently costs £139.50 a year (about US$215) irrespective of the number of TV sets owned. When the same sporting event has been presented on both BBC and commercial channels, the BBC always attracts the lion's share of the audience, indicating viewers prefer to watch TV uninterrupted by advertising.

The Australian Broadcasting Corporation (ABC) carries no advertising (except for internal promotional material); this is banned under the ABC Act 1983. The ABC receives its funding from the Australian government every three years. In the 2008/09 federal budget the ABC received A$1.13 billion.[49] The funds provide for the ABC's television, radio, online and international outputs. The ABC also receives funds from its many ABC shops across Australia. Although funded by the Australian government, the editorial independence of the ABC is ensured through law.

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)In France, government-funded channels carry advertisements yet those who own television sets have to pay an annual tax ("la relevance audiovisuals").[50]

In Japan, NHK is paid for by license fees (known in Japanese as reception fee (受信料 Jushinryō?)). The broadcast law that governs NHK's funding stipulates that any television equipped to receive NHK is required to pay. The fee is standardized, with discounts for office workers and students who commute, as well a general discount for residents of Okinawa prefecture.

Subscription

Some TV channels are partly funded from subscriptions therefore the signals are encrypted during broadcast to ensure that only the paying subscribers have access to the decryption codes to watch pay television or specialty channels. Most subscription services are also funded by advertising.

Genres

Television genres include a broad range of programming types that entertain, inform, and educate viewers. The most expensive entertainment genres to produce are usually drama and dramatic miniseries. However, other genres, such as historical Western genres, may also have high production costs.

Popular culture entertainment genres include action-oriented shows such as police, crime, detective dramas, horror, or thriller shows. As well, there are also other variants of the drama genre, such as medical dramas and daytime soap operas. Science fiction shows can fall into either the drama or action category, depending on whether they emphasize philosophical questions or high adventure. Comedy is a popular genre which includes situation comedy (sitcom) and animated shows for the adult demographic such as South Park.

The least expensive forms of entertainment programming genres are game shows, talk shows, variety shows, and Reality television. Game shows show contestants answering questions and solving puzzles to win prizes. Talk shows feature interviews with film, television and music celebrities and public figures. Variety shows feature a range of musical performers and other entertainers such as comedians and magicians introduced by a host or Master of Ceremonies. There is some crossover between some talk shows

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)and variety shows, because leading talk shows often feature performances by bands, singers, comedians, and other performers in between the interview segments. Reality TV shows "regular" people (i.e., not actors) who are facing unusual challenges or experiences, ranging from arrest by police officers (COPS) to weight loss (The Biggest Loser). A variant version of reality shows depicts celebrities doing mundane activities such as going about their everyday life (The Osborne’s, Snoop Dogg's Father Hood) or doing manual labor (The Simple Life).

Sales of Television sets:

North American consumers purchase a new television set on average every seven years, and the average household owns 2.8 televisions. As of 2011, 48 million are sold each year, at an average price of $460 and size of 38 inches.[51]

Televisions for consumer purchase

Worldwide large-screen television technology brand revenue share in Q2 2013

Manufacturer Display Search [52]

Samsung Electronics 26.5%

LG Electronics 16.3%

Sony 8%

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Panasonic 5.3%

TCL 5.1%

Others 38.8%

Worldwide TV Shipments by Technology in 2012

Technology Display Search[53]

LCD TV 87.3%

PDP TV 5.7%

OLED TV 0.0%

CRT TV 6.9%

RPTV 0.0%

Total 100%

Note: Vendor shipments are branded shipments and exclude OEM sales for all vendors

Social aspect and effect on children:

Main article: Social aspects of television

Television has played a pivotal role in the socialization of the 20th and 21st centuries. There are many aspects of television that can be addressed, including negative issues such as media violence. Current research is discovering that individuals suffering from social isolation can employ television to create what is termed a par

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)asocial or faux relationship with characters from their favorite television shows and movies as a way of deflecting feelings of loneliness and social deprivation.[54]

Several studies have found that educational television has many advantages. The Media Awareness Network, explains in its article, The Good Things about Television,[55] that television can be a very powerful and effective learning tool for children if used wisely.

In 2010 the player incorporated a social media aspect to its internet television service, including Face book and Twitter.[56] Other devices that allow interactivity such as the Apple TV, Google TV and Chrome cast, have made possible for users to access content through the internet on their TVs and log in social media websites like You tube. Also, the use of the television for video games, especially on consoles such as the Way, has contributed to a growing kinesthetic connection between television and viewers.[57]

Environmental aspects:

With high lead content in CRTs, and the rapid diffusion of new, flat-panel display technologies, some of which (LCDs) use lamps which contain mercury, there is growing concern about electronic waste from discarded televisions. Related occupational health concerns exist, as well, for disassembles removing copper wiring and other materials from CRTs. Further environmental concerns related to television design and use relate to the devices' increasing Energy requirement.

Phones:

"Cell Phone" redirects here. For the film, see Cell Phone (film). For the Hand phone film, see Hand phone (film).

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That A Qualcomm QCP-2700 (left) c. 1998, and an iPhone 5 (right) from 2012

A mobile phone (also known as a cellular phone, cell phone, and a hand phone) is a phone that can make and receive telephone calls over a radio link while moving around a wide geographic area. It does so by connecting to a cellular network provided by a mobile phone operator, allowing access to the public telephone network. By contrast, a cordless telephone is used only within the short range of a single, private base station.

In addition to telephony, modern mobile phones also support a wide variety of other services such as text messaging, MMS, email, Internet access, short-range wireless communications (infrared, Bluetooth), business applications, gaming and photography. Mobile phones that offer these and more general computing capabilities are referred to as smart phones.

The first hand-held cell phone was demonstrated by John F. Mitchell[1][2] and Dr Martin Cooper of Motorola in 1973, using a handset weighing around 2.2 pounds (1 kg).[3] In 1983, the Dynastic 8000x was the first to be commercially available. From 1990 to 2011, worldwide mobile phone subscriptions grew from 12.4 million to over 6 billion, penetrating about 87% of the global population and reaching the bottom of the economic pyramid.[4][5][6][7]

History:

Main article: History of mobile phones

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An evolution of mobile phones

A hand-held mobile radiotelephone is an old dream of radio engineering. A particularly vivid and in many ways accurate prediction was presented by Arthur C. Clarke in a 1959 essay, where he envisioned a "personal transceiver, so small and compact that every man carries one." He wrote: "the time will come when we will be able to call a person anywhere on Earth merely by dialing a number." Such a device would also, in Clarke's vision, include means for global positioning so that "no one need ever again be lost." Later, in Profiles of the Future, he predicted the advent of such a device taking place in the mid-1980s.[8]

Early predecessors of cellular phones included analog radio communications from ships and trains. The race to create truly portable telephone devices began after World War II, with developments taking place in many countries. The advances in mobile telephony have been traced in successive generations from the early "0G" (zeroth generation) services like the Bell System's Service and its successor, Improved Mobile Telephone Service. These "0G" systems were not cellular, supported few simultaneous calls, and were very expensive.

The first handheld mobile cell phone was demonstrated by Motorola in 1973. The first commercial automated cellular network was launched in Japan by NTT in 1979. In 1981, this was followed by the simultaneous launch of the Nordic Mobile

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)Telephone (NMT) system in Denmark, Finland, Norway and Sweden.[9] Several other countries then followed in the early to mid-1980s. These first generation ("1G") systems could support far more simultaneous calls, but still used analog technology.

In 1991, the second generation (2G) digital cellular technology was launched in Finland by Radio ninja on the GSM standard, which sparked competition in the sector, as the new operators challenged the incumbent 1G network operators.

Ten years later, in 2001, the third generation (3G) was launched in Japan by NTT Do Como on the WCDMA standard.[10] This was followed by 3.5G, 3G+ or turbo 3G enhancements based on the high-speed packet access (HSPA) family, allowing UMTS networks to have higher data transfer speeds and capacity.

By 2009, it had become clear that, at some point, 3G networks would be overwhelmed by the growth of bandwidth-intensive applications like streaming media.[11] Consequently, the industry began looking to data-optimized 4th-generation technologies, with the promise of speed improvements up to 10-fold over existing 3G technologies. The first two commercially available technologies billed as 4G were the WiMAX standard (offered in the U.S. by Sprint) and the LTE standard, first offered in Scandinavia by TeliaSonera.

Feature:

Main article: Mobile phone features

See also: Smartphone

A printed circuit board inside a Nokia 3210

All mobile phones have a number of features in common, but manufacturers also try to differentiate their own products by implementing additional functions to make them more attractive to consumers. This has led to great innovation in mobile phone development over the past 20 years.

The common components found on all phones are:

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM) A battery, providing the power source for the phone functions. An input mechanism to allow the user to interact with the

phone. The most common input mechanism is a keypad, but screens are also found in some high-end smart phones.

A screen which echoes the user's typing, displays text messages, contacts and more.

Basic mobile phone services to allow users to make calls and send text messages.

All GSM phones use a SIM card to allow an account to be swapped among devices. Some CDMA devices also have a similar card called a R-UIM.

Individual GSM, WCDMA, IDEM and some satellite phone devices are uniquely identified by an International Mobile Equipment Identity (IMEI) number.

Low-end mobile phones are often referred to as feature phones, and offer basic telephony. Handsets with more advanced computing ability through the use of native software applications became known as smart phones.

Several phone series have been introduced to address a given market segment, such as the RIM BlackBerry focusing on enterprise/corporate customer email needs; the Sony-Ericsson 'Walkman' series of music/phones and 'Cyber shot' series of camera/phones; the Nokia N Series of multimedia phones, the Palm Pre the HTC Dream and the Apple I Phone.

Text messagingMain article: SMS

The most commonly used data application on mobile phones is SMS text messaging. The first SMS text message was sent from a computer to a mobile phone in 1992 in the UK, while the first person-to-person SMS from phone to phone was sent in Finland in 1993.

The first mobile news service, delivered via SMS, was launched in Finland in 2000, and subsequently many organizations provided "on-demand" and "instant" news services by SMS.

SIM cardMain articles: Subscriber Identity Module and Removable User Identity Module

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Typical mobile phone SIM card

GSM feature phones require a small microchip called a Subscriber Identity Module or SIM card, to function. The SIM card is approximately the size of a small postage stamp and is usually placed underneath the battery in the rear of the unit. The SIM securely stores the service-subscriber key (IMSI) and the Ki used to identify and authenticate the user of the mobile phone. The SIM card allows users to change phones by simply removing the SIM card from one mobile phone and inserting it into another mobile phone or broadband telephony device.

The first SIM card was made in 1991 by Munich smart card maker Giesecke & Devrient for the Finnish wireless network operator Radio ninja.

Multi-card hybrid phones

A hybrid mobile phone can hold up to four SIM cards. SIM and RUIM cards may be mixed together to allow both GSM and CDMA networks to be accessed.[12][13]

From 2010 onwards they became popular in India and Indonesia and other emerging markets,[14] attributed to the desire to obtain the lowest on-net calling rate. In Q3 2011, Nokia shipped 18 million of its low cost dual SIM phone range in an attempt to make up lost ground in the higher end smart phone market.[15]

Kosher phones

There are Jewish orthodox religious restrictions which standard mobile telephones do not meet. To fulfill this demand, phones

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)without Internet access, text messaging or cameras are required.[16] These restricted phones are known as kosher phones and have rabbinical approval for use in Israel and elsewhere by observant Orthodox Jews. Some are even approved for use by essential workers (such as health, security and public services) on the Sabbath, even though use of any electrical device is restricted.[17]

Although these phones are intended to prevent immodesty, some vendors report good sales to adults who prefer the simplicity of the devices.

Mobile phone operators:

The global mobile phone subscribers per country from 1980 to 2009. The growth in users has been exponential since they were first made available.

Main article:

The world's largest individual mobile operator by subscribers is China Mobile with over 500 million mobile phone subscribers.[18] Over 50 mobile operators have over 10 million subscribers each, and over 150 mobile operators had at least one million subscribers by the end of 2009.[19] In February 2010, there were six billion mobile phone subscribers, a number that is expected to grow.[4]

Mobile manufacturer:

List of best-selling mobile phones and List of mobile phone makers by country

Quantity Market Shares by Gartner(New Sales)

BRAND PercentSamsung 22.0%

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)2012Samsung 2013

24.6%

Nokia 2012

19.1%

Nokia 2013

13.9%

Apple 2012

7.5%

Apple 2013

8.3%

LG Electronics 2012

3.3%

LG Electronics 2013

3.8%

ZTE 2012 3.9%ZTE 2013 3.3%Others 2012

34.9%

Others 2013

34.0%

Note: Others-1 consist of Sony Ericsson, Motorola, ZTE, HTC and Huawei.(2009-2010)

Prior to 2010, Nokia was the market leader. However, since then competition emerged in the Asia Pacific region with brands such as Micromax, Nexian, and i-Mobile and chipped away at Nokia's market share. Android powered smart phones also gained momentum across the region at the expense of Nokia. In India, their market share also dropped significantly to around 31 percent from 56 percent in the same period. Their share was displaced by Chinese and Indian vendors of low-end mobile phones.[20]

In Q1 2012, based on Strategy Analytics, Samsung surpassed Nokia, selling 93.5 million units and 82.7 million units, respectively. Standard & Poor's has also downgraded Nokia to 'junk' status at BB+/B with negative outlook due to high loss and still declined with growth of Lamia smart phones was not sufficient

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Top Five Worldwide Total Mobile Phone Vendors, 2013

Rank Manufacturer Gartner[22] IDC[23]

1 Samsung 24.6% 24.5%

2 Nokia 13.9% 13.8%

3 Apple Inc. 8.3% 8.4%

4 LG 3.8% 3.8%

5 ZTE 3.3% -

5 Huawei - 3.0%

Others 34.0% 46.4%

Note: Vendor shipments are branded shipments and exclude OEM sales for all vendors

Other manufacturers outside the top five include TCL Communication, Lenovo, Sony Mobile Communications, Motorola. Smaller current and past players include Karbonn Mobile,Audiovox (now UTStarcom), BenQ-Siemens, BlackBerry, Casio, CECT, Coolpad, Fujitsu, HTC, Just5, Kyocera, Lumigon, Micromax Mobile, Mitsubishi Electric, Modu, NEC,Neonode, Openmoko, Panasonic, Palm, Pantech Wireless Inc., Philips, Qualcomm Inc., Sagem, Sanyo, Sharp, Sierra Wireless, SK Teletech, Soutec, Trium, Toshiba, and Vidalco.

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)Use of mobile phones:

In general

Mobile phone subscribers per 100 inhabitants 1997–2007

A cell phone repair kiosk in Mumbai, India

Mobile phones are used for a variety of purposes, including keeping in touch with family members, conducting business, and having access to a telephone in the event of an emergency. Some people carry more than one cell phone for different purposes, such as for business and personal use. Multiple SIM cards may also be used to take advantage of the benefits of different calling plans—a particular plan might provide cheaper local calls, long-distance calls, international calls, or roaming. The mobile phone has also been used in a variety of diverse contexts in society, for example:

A study by Motorola found that one in ten cell phone subscribers have a second phone that often is kept secret from

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other family members. These phones may be used to engage in activities including extramarital affairs or clandestine business dealings.[24]

Some organizations assist victims of domestic violence by providing mobile phones for use in emergencies. They are often refurbished phones.[25]

The advent of widespread text messaging has resulted in the cell phone novel; the first literary genre to emerge from the cellular age via text messaging to a website that collects the novels as a whole.[26]

Mobile telephony also facilitates activism and public journalism being explored by Reuters and Yahoo![27] and small independent news companies such as Jasmine News in Sri Lanka.

The United Nations reported that mobile phones have spread faster than any other technology and can improve the livelihood of the poorest people in developing countries by providing access to information in places where landlines or the Internet are not available, especially in the least developed countries. Use of mobile phones also spawns a wealth of micro-enterprises, by providing work, such as selling airtime on the streets and repairing or refurbishing handsets.[28]

In Mali and other African countries, people used to travel from village to village to let friends and relatives know about weddings, births and other events, which are now avoided within mobile phone coverage areas, which is usually greater than land line penetration.

The TV industry has recently started using mobile phones to drive live TV viewing through mobile apps, advertising, social TV, and mobile.[29] 86% of Americans use their mobile phone while watching TV.

In parts of the world, mobile phone sharing is common. It is prevalent in urban India, as families and groups of friends often share one or more mobiles among their members. There are obvious economic benefits, but often familial customs and traditional gender roles play a part.[30] It is common for a village to have access to only one mobile phone, perhaps owned by a teacher or missionary, but available to all members of the village for necessary calls.[31]

For distributing content

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)In 1998, one of the first examples of distributing and selling media content through the mobile phone was the sale of ringtones by Radio ninja in Finland. Soon afterwards, other media content appeared such as news, video games, jokes, horoscopes, TV content and advertising. Most early content for mobile tended to be copies of legacy media, such as the banner advertisement or the TV news highlight video clip. Recently, unique content for mobile has been emerging, from the ringing tones and ring back tones in music to "mobisodes", video content that has been produced exclusively for mobile phones.

In 2006, the total value of mobile-phone-paid media content exceeded Internet-paid media content and was worth 31 billion dollars.[32] The value of music on phones was worth 9.3 billion dollars in 2007 and gaming was worth over 5 billion dollars in 2007.[33]

While drivingMobile phones and driving safety

Texting in stop-and-go traffic in New York City

Mobile phone use while driving is common but controversial, being distracted while operating a motor vehicle has been shown to increase the risk of accidents. Because of this, many jurisdictions prohibit the use of mobile phones while driving. Egypt, Israel, Japan, Portugal and Singapore ban both handheld and hands-free use of a mobile phone; others —including the UK, France, and many U.S. states—ban handheld phone use only, allowing hands-free use.

Due to the increasing complexity of mobile phones, they are often more like mobile computers in their available uses. This has introduced additional difficulties for law enforcement officials in distinguishing one usage from another as drivers use their devices. This is more apparent in those countries which ban both handheld

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)and hands-free usage, rather than those who have banned handheld use only, as officials cannot easily tell which function of the mobile phone is being used simply by looking at the driver. This can lead to drivers being stopped for using their device illegally on a phone call when, in fact, they were using the device for a legal purpose such as the phone's incorporated controls for car stereo or satang.

A recently published study has reviewed the incidence of mobile phone use while cycling and its effects on behavior and safety.[34]

Mobile banking and payments

Mobile payment system

Main articles: Mobile banking and Mobile payment

Branchless banking and Contactless payment

In many countries, mobile phones are used to provide mobile banking services, which may include the ability to transfer cash payments by secure SMS text message. Kenya's M-PESA mobile banking service, for example, allows customers of the mobile phone operator Safari com to hold cash balances which are recorded on their SIM cards. Cash may be deposited or withdrawn from M-PESA accounts at Safari com retail outlets located throughout the country, and may be transferred electronically from person to person as well as used to pay bills to companies.

Branchless banking has also been successful in South Africa and Philippines. A pilot project in Bali was launched in 2011 by the

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)International Finance Corporation and an Indonesian bank Bank Mandarin.[35]

Another application of mobile banking technology is Zidisha, a US-based nonprofit micro lending platform that allows residents of developing countries to raise small business loans from web users worldwide. Zidisha uses mobile banking for loan disbursements and repayments, transferring funds from lenders in the United States to the borrowers in rural Africa using the internet and mobile phones.[36]

Mobile payments were first trialled in Finland in 1998 when two Coca-Cola vending machines in Espoo were enabled to work with SMS payments. Eventually, the idea spread and in 1999 the Philippines launched the first commercial mobile payments systems, on the mobile operators Globe and Smart.

Some mobile phone can make mobile payments via direct mobile billing schemes or through contactless payments if the phone and point of sale support near field communication(NFC).[37] This requires the co-operation of manufacturers, network operators and retail merchants to enable contactless payments through NFC-equipped mobile phones.[38][39][40]

Tracking and privacyCell phone surveillance and Mobile phone tracking

Mobile phones are also commonly used to collect location data. While the phone is turned on, the geographical location of a mobile phone can be determined easily (whether it is being used or not), using a technique known as multi alteration to calculate the differences in time for a signal to travel from the cell phone to each of several cell towers near the owner of the phone.[41][42]

The movements of a mobile phone user can be tracked by their service provider and, if desired, by law enforcement agencies and their government. Both the SIM card and the handset can be tracked.[41]

China has proposed using this technology to track commuting patterns of Beijing city residents.[43] In the UK and US, law enforcement and intelligence services use mobiles to perform surveillance. They possess technology to activate the microphones in cell phones remotely in order to listen to conversations that take place near the phone.[44][45]

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)Thefts

According to the Federal Communications Commission, one out of three robberies involved the theft of a cellular phone. Police data in San Francisco showed that one-half of all robberies in 2012 were thefts of cellular phones. An online petition on Change.org called Secure our Smart phones urged smart phone manufacturers to install kill switches in their devices to make them unusable in case of theft. The petition is part of a joint effort by New York Attorney General Eric Schneider man and San Francisco District Attorney George Gascony and was directed to the CEOs of the major smart phone manufacturers and telecommunication carriers.[46]

On Monday, 10 June 2013, Apple announced it would install a kill switch on its next I Phone operating system, due to debut in October 2013.[47]

Health effect:

Main article: Mobile phone radiation and health

Further information: Mobile phones on aircraft

The effect mobile phone radiation has on human health is the one subject of recent interest and study, as a result of the enormous increase in mobile phone usage throughout the world. Mobile phones use electromagnetic radiation in the microwave range, which some believe may be harmful to human health. A large body of research exists, both epidemiological and experimental, in non-human animals and in humans, of which the majority shows no definite causative relationship between exposure to mobile phones and harmful biological effects in humans. This is often paraphrased simply as the balance of evidence showing no harm to humans from mobile phones, although a significant number of individual studies do suggest such a relationship, or are inconclusive. Other digital wireless systems, such as data communication networks, produce similar radiation.

On 31 May 2011, the World Health Organization stated that mobile phone use may possibly represent a long-term health risk,[48]

[49] classifying mobile phone radiation as "possibly carcinogenic to humans" after a team of scientists reviewed studies on cell phone safety.[50] Mobile phones are in category 2B, which ranks it alongside coffee and other possibly carcinogenic substances.[51][52]

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)At least some recent studies have found an association between cell phone use and certain kinds of brain and salivary gland tumors. Lennar Harrell and other authors of a 2009 meta-analysis of 11 studies from peer-reviewed journals concluded that cell phone usage for at least ten years "approximately doubles the risk of being diagnosed with a brain tumor on the same ('ipsilateral') side of the head as that preferred for cell phone use."[53]

One study of past cell phone use cited in the report showed a "40% increased risk for gliomas (brain cancer) in the highest category of heavy users (reported average: 30 minutes per day over a 10‐year period)."[54] This is a reversal from their prior position that cancer was unlikely to be caused by cellular phones or their base stations and that reviews had found no convincing evidence for other health effects.[49][55] Certain countries, including France, have warned against the use of cell phones especially by minors due to health risk uncertainties.[56] However, a study published 24 March 2012 in the British Medical Journal questioned these estimates, because the increase in brain cancers has not paralleled the increase in mobile phone use.[57]

Future Evolution:

Main article: 5G

5G is a technology used in research papers and projects to denote the next major phase of mobile telecommunication standards beyond the 4G/IMT-Advanced standards. 5G is not officially used for any specification or official document yet made public by telecommunication companies or standardization bodies such as 3GPP, Forum, or ITU-R. New standard releases beyond 4G are in progress by standardization bodies, but are at this time not considered as new mobile generations but under the 4G umbrella.

Deloitte is predicting a collapse in wireless performance to come as soon as 2016, as more devices using more and more services compete for limited bandwidth.[58]

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A mobile phone repair kiosk in Hong Kong

Studies have shown that around 40-50% of the environmental impact of a mobile phone occurs during the manufacturing of the printed wiring boards and integrated circuits.[59] The average user replaces their mobile phone every 11 to 18 months.[60]The discarded phones then contribute to electronic waste.

Mobile phone manufacturers within Europe are subject to the WEEE directive. Australia introduced a mobile phone recycling scheme.[61]

Conflict Minarets:

Demand for metals found in mobile phones is fuelling the Congo Civil War. The war claimed almost 5.5 million lives.[62] In a 2012 news story, The Guardian reported, "In unsafe mines deep underground in eastern Congo, children are working to extract minerals essential for the electronics industry. The profits from the minerals finance the bloodiest conflict since the Second World War; the war has lasted nearly 20 years and has recently flared up again. ... For the last 15 years, the Democratic Republic of the Congo has been a major source of natural resources for the mobile phone industry."[63]

Fairhope is an attempt to develop a mobile phone which does not contain conflict minerals.

Multinational corporations:

A multinational corporations (MNC) or multinational enterprise (MNE)[1] are organizations that own or control production or services facilities in one or more countries other than

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)the home country.[2] For example, when a corporation is registered in more than one country or has operations in more than one country, it may be attributed as MNC. Usually, it is a large corporation which both produces and sells goods or services in various countries.[3] It can also be referred to as an international corporation or "transnational corporation".

They play an important role in globalization. Arguably, the first multinational business organization was the Knights Templar, founded in 1120.[4][5][6] After that came the British East in 1600[7] and then the Dutch East India Company, founded March 20, 1602, which would become the largest company in the world for nearly 200 years.[8]

Conflicts of Laws:

Conflict of laws:

Conflict of laws is a set of procedural rules that determines which legal system and which jurisdiction applies to a given dispute.

The term conflict of laws itself originates from situations where the ultimate outcome of a legal dispute depended upon which law applied, and the common law court's manner of resolving the conflict between those laws. In civil law, lawyers and legal scholars refer to conflict of laws as private international law. Private international law has no real connection with public international law and is instead a feature of local law which varies from country to country.

The three branches of conflict of laws are:

Jurisdiction – whether the forum court has the power to resolve the dispute at hand.

Choice of law – the law being applied to resolve the dispute. Foreign judgments – the ability to recognize and enforce a

judgment from an external forum within the jurisdiction of the adjudicating forum.

It is sometimes against government policies.

Transnational Corporations:

A transnational corporation (TNC) differs from a traditional MNC in that it does not identify itself with one national home. While traditional MNCs are national companies with foreign subsidiaries,[9] TNCs spread out their operations in many countries sustaining

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)high levels of local responsiveness.[10] An example of a TNC is Nestlé who employ senior executives from many countries and try to make decisions from a global perspective rather than from one centralized headquarters.[11]

Criticism of Multinationals:

Main articles: Anti-globalization and Anti-corporate activism

Anti-corporate advocates criticize multinational corporations for entering countries that have low human rights or environmental standards.[12] They claim that multinationals give rise to large merged conglomerations that reduce competition and free enterprise, raise capital in host countries but export the profits, exploit countries for their natural resources, limit workers' wages, erode traditional cultures, and challenge national sovereignt

Concluding:

Performance:

Unfortunately, calling quality is rather less than appealing since the earpiece is on the weak side with its output – while voices sound muffled through it. Moreover, our callers state that our voice is rather mute in tone on their side, but still audible enough to make out. Switching to the speakerphone, it exhibits the same muffled tones heard through the regular earpiece, which can be challenging to comprehend voices.

Using the handset outdoors, it naturally retains a solid connection to the network – even 4G LTE. Indoors though, it seems to handle very well when we’re close to windows and deep

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)into some rooms, but it loses 4G LTE connectivity in completely walled rooms with no windows.

You can forget about battery life with this one because it’s absolutely atrocious in even trying to get us through an 8-hour work shift without any worries. Talk time with the handset is the worst thus far amongst the 4G LTE devices we’ve tested seeing that we managed to get 6 hours of continuous talk time on a full charge. Therefore, if you’re a power user, then you might want to invest in an extra battery or keep a spare charger at work. Finally, we notice the handset getting a little bit toasty in the rear after some moderate usage, but it gets worse if you happen to use its mobile hotspot functionality.

Conclusion:

Being the third 4G LTE smart phone for Verizon, the LG Revolution finds itself in a pickle from the onset seeing that it’s going to be facing some uphill battles trying to find its identity on Big Red’s lineup. First and foremost, this is the third straight month that we’re seeing a similarly spaced high-end LTE Smartphone becoming available with the carrier – plus, it has to compete with the other recent high caliber non-4G smart phones that they currently offer. Secondly, it doesn’t necessarily come off as something truly revolutionary as its name implies, but rather, it’s actually more of the same. Lastly, some might be turned off by the fact that it doesn’t employ the usual Google experience we find with most other Android smart phones, but instead, it’s giving us the full Bing experience.

On the design side, it does beat out the Samsung Droid Charge, but doesn’t quite come off as being superior to the HTC Thunder Bolt. Naturally, the display is by no means a slouch with its brilliant looks, but when you compare it to the Super AMOLED Plus display of the Droid Charge, you’ll see why it’s again finishing in second place. Of course, it has 4G LTE connectivity to offer lightning fast data speeds, but then again, it’s nothing that we haven’t seen before. In the end, there’s nothing revolutionary about it, and even worse, it doesn’t have anything new to concretely give it sole

PROS

Fast 4G LTE speeds

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Crisp looking display HDMI-out functionality

CONS

Horrible battery life Below average calling quality Constant disconnects with its mobile hotspot functionality Bing-afield Poor camera

7.5RELATED PHONES

LG REVOLUTION Specifications User Reviews Review 7.5/10 6.8/10 News(40) Discussions (5) Photos Size it 360° Manual

MORE CONTENT WITH REVOLUTION

Motorola DROID BIONIC vs. HTC Thunderbolt vs. Samsung Droid Charge vs. LG Revolution

LG Revolution vs. HTC Thunderbolt

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http://www.phonearena.com/phones/LG-Revolution_id4981

http://www.phonearena.com/reviews/Motorola-DROID-BIONIC-vs-HTC-ThunderBolt-vs-Samsung-Droid-Charge-vs-LG-Revolution_id2820

http://www.phonearena.com/reviews/LG-Revolution-vs-HTC-ThunderBolt_id2760


LG REVOLUTIONOS: Android 2.3 2.2 VIEW FULL SPECS

4.3 inches, 480 x 800 pixels (217 ppi) TFT

5 megapixels

Qualcomm Snapdragon S2 MSM8655, Single core, 1000 MHz

5.03 x 2.63 x 0.52 inches(128 x 67 x 13 mm)6.06 oz (172 g)

1500 mAh, 7.25 hours talk time

SUPPLY CHAIN GREEN MANAGEMENT

LG Electronics is continuously expanding green partnership with its suppliers which called “Green Program Plus”.

GREEN PROGRAM PLUS

“Green Program Plus (GP Plus)” is LGE’s proprietary supply chain green management program. First implemented in 2005 to respond to regulations on managing hazardous substances, the program is now expanded to parts procurement and GHG emissions and includes second-tier and third-tier suppliers as well as primary suppliers. In accordance with internal green management standards, LG Electronics also validates and evaluates a green management system and the capacity of existing and new suppliers.

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CERTIFICATION PROCESS

The certification examination only takes place at factories of companies that have passed the LG Electronics' review along with verification of the documents related to hazardous substances. For the company that passed the examination, and actual business is initiated with conclusion of a parts warranty.

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)DOCUMENTS FOR SUPPLIERS

LG Electronics distributes related information such as 'LG Electronics manual of the hazardous substance management in parts and models' both online and offline, so that its partner firms can easily adapt their operations to the GP Plus. This manual also contains detailed LGE principles and standards with regard to hazardous substance management in parts and models.

Click to download the latest version of 'LG Electronics manual of the hazardous substance management in parts and models' in each language.

English Korean Chinese

CERITIFICATION CRITERIA

All vendors have to secure the eco-friendly quality by renewal

examination continuously, after new approval.

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http://www.lg.com/global/pdf/6th_edition_Hazardous_substance_management_manual_for_the_supplier_Chn_Ver1.4.pdf

http://www.lg.com/global/pdf/6th_edition_Hazardous_substance_management_manual_for_the_supplier_Kor_Ver1.3.pdf

http://www.lg.com/global/pdf/6th_edition_Hazardous_substance_management_manual_for_the_supplier_Ver1.3.pdf


SUPPLIER TRANING

LG Electronics provides annual training on GHG emissions management to suppliers and LGE employees. In 2012, 228 supplier staff members (Green Expert Program) and 117 LGE employees (Green Auditor Program) completed the training.

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References/Bibliography:

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)1. Jump up^ Reponen, Tapio(2003) Information Technology- Enabled Global Customer Service, p288.

2. Jump up^ Jaakko Sinisalo et al. (2007). "Mobile customer relationship management: underlying issues and challenges". Business Process Management Journal (in (English)) 13 (6): 772.doi:10.1108/14637150710834541.

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5.Jump up^ C-H Park and Y-G Kim, "A framework for dynamic CRM: linking marketing with information strategy." Business Process Management Journal vol. 9 no. 5 (2003): 652-671.

6.Jump up^ Valerie A. Zeithaml et al. "The Customer Pyramid: creating and serving profitable customers," California Management Review vol. 43 no. 4. (2001): 118.

7.Jump up^ Clarke III, Irvine and Theresa B. Flaherty (eds) (2005), Advances in Electronic Marketing, p.336.8.

8.Jump up^ Chandra, Satish, & Ted J. Strickland (2004) Technological differences between CRM and eCRM, Issues in Information Systems, 5 (2), 412. Retrieved fromhttp://www.iacis.org/iis/2004_iis/PDFfiles/ChandraStrickland.pdf

9.Jump up^ Lauren Keller Johnson, "New Views on Digital CRM," Sloan Management Review fall (2002): 10.

10. "The Relationship between eCRM Implementation and E-Loyalty". 13–14 July 2009. Retrieved 29 June 2012.

11.Jump up^ Shin, Namchul, (2005), Strategies for Generating E-Business Returns on Investment, p. 354.

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)12.Jump up^ Nenad Jukic et al., "Implementing Polyinstantiation as a Strategy for Electronic Commerce Customer Relationship Management," International Journal of Electronic Commerce vol. 7 no. 2 (2002-3): 10.

13.Jump up^ "Reponen, Tapio(2003) Information Technology-Enabled Global Customer Service, p288".

14.Jump up^ Turban et al., Information Technology for Management: Transforming Organizations in the Digital Economy, 6th ed. ( John Wiley & Sons, Inc., 2008), 335.

15.Jump up^ Bennett, Tricia (2010, Jan 12). Cloud CRM: Ready, Steady, Roll It Out. Retrieve from http://www.crmbuyer.com/story/69085.html?wlc=1289278204&wlc=1289626348.

16.Jump up^ Raynore, Hasan: A Layperson’s Guide to CRM and Cloud Computing.

17.Jump up^ Martin, James A. (2010, Apr 13). Put Cloud CRM to Work. Retrieved from http://www.pcworld.com/businesscenter/article/193463-2/put_cloud_crm_to_work.html.

18.Jump up^ Sinisalo, 773.

19.Jump up^ Y. Wind et al. Convergence Marketing: Strategies for Reading the New Hybrid Consumer (Prentice-Hall, Englewood Cliffs, 2002).

20.Jump up^ Lakshmi Goel and Elham Mousavidin, "vCRM: Virtual Customer Relationship Management," Database for Advances in Information Systems vol. 38 no. 4 (2007): 56-58.

21.Jump up^ Russel S. Winer, "A Framework for Customer Relationship Management," California Management Review vol. 43 no. 4 (2001): 89.

22.Jump up^ Coltman, 302.

23.Jump up^ Turban et al., Information Technology for Management: Transforming Organizations in the Digital Economy, 6th ed. ( John Wiley & Sons, Inc., 2008), 332.

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ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)24.Jump up^ Turban et al., Information Technology for Management: Transforming Organizations in the Digital Economy, 6th ed. (John Wiley & Sons, Inc., 2008), 332.

25.Jump up^ Harald Salomann et al., "Self-Services in Customer Relationships: Balancing High-Tech and High-Touch Today and Tomorrow," e-Service Journal (2006): 66-74.

26.Jump up^ Winer, 99.

27.Jump up^ Shin, Namchul. Strategies for Generating E-Business Returns on Investment. IGI Global. © 2005. Books24x7.

28.Jump up^ Camponovo et al., "Mobile customer relationship management: an explorative investigation of the Italian consumer market," Proceedings of 4th International Conference on Mobile Business 11-13 july, Sydney (2005).

29.Jump up^ Sinisalo, 774.

30.Jump up^ Geysken et al., "The market valuation of internet channel addition," Journal of Marketing vol. 66 (2002): 102-119.

31.Jump up^ Dickie, Jim (209 Jul).CRM in the Palm of Your Hand. Retrieved from: http://www.destinationcrm.com/Articles/Columns-Departments/Reality-Check/CRM-in-the-Palm-of-Your-Hand-55099.aspx

32.Jump up^ "CRM: Customer Relationship Mobile. Holmen, Eric (2010 Feb, 3)". Retrieved 29 June 2012.

33.Jumpup^ http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/CRM-Customer-Relationship-Mobile---60572.aspx

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complete project

Documents

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