Recent law in Iran - Free Essay Example

Sample details Pages: 10 Words: 3064 Downloads: 6 Date added: 2017/06/26 Category Law Essay Type Analytical essay Tags: Information Essay Did you like this example? MEMORANDUM To Anna Neistat Senior Director of Amnesty International à ¢Ã¢â€š ¬Ã…“Recent law in Iran Regarding Contraceptive Measures; Proposed Strategies and Course of Actionà ¢Ã¢â€š ¬Ã‚  Summery Everybody has the right to decide about his/her body without external interference. This right includes decisions regarding the pregnancy and contraceptive measures. In other words, generally no one can impose binding norms on citizens about childbearing. Don’t waste time! Our writers will create an original "Recent law in Iran" essay for you Create order Besides that, governments not only should not violate this human right but also have the responsibility to protect the citizens against any interference in implementing this right. However, abortion has been a deep rooted problem in Iran. Even before Islamic revolution abortion was not totally permitted in Iran. But after revolution of 1979 the new law became more conservative and limited regarding abortion. Furthermore, recently a law was passed in Iranian parliament that highly limits the pregnancy preventive measures. It even considers criminal punishment for citizens who use these measures. Clearly, this law can make the womenà ¢Ã¢â€š ¬Ã¢â€ž ¢s situation even worse. More explicitly, the number of clandestine and illegal abortion will increase since in many cases the pregnancy is unwanted. Even if the general policy is increasing the birth rate, restricting access to preventive measures is not acceptable. Amnesty international should use its strategies to prevent the con tinuing human rights violation in Iran in this particular filed. We had already struggled against abortion ban in El Salvador. I wish that by the strategies that are proposed here we could at least draw the international attention to this problem. Introduction and Problem Definition Iran recently (in July 2014) adopted a law titled à ¢Ã¢â€š ¬Ã…“increasing fertility and helping to prevent the decline in growth of populationà ¢Ã¢â€š ¬Ã‚ . Many articles of this law explicitly violate the international human rights standards. Everybody has basic and fundamental human rights to make his/her decisions about his/her body, health and sexual life. In other words the autonomy should be respected in every situation. However in above mentioned law it is predicted that abortion, sterilization, vasectomy, tubectomy and any advertisements on birth limitation is prohibited and even the imprisonment is included as a punishment. Actually this law is adopted following the general policy of Iranian state to increase the population and birth rate. Under the existing law even if a woman be pregnant as a result of rape she still doesnà ¢Ã¢â€š ¬Ã¢â€ž ¢t have the right to an abortion. In this law even the suitable age for marriage for both boys and girls is determined. Wit h regard to this law 20-25 years old and 18-22 are the appreciate ages for boys and girls respectably. In 1976, the Iranian Penal Code was amended. According to this new law a physician was allowed to perform an abortion under restrict conditions. In other words, couple should present evidence for a justified abortion. Surprisingly and after Islamic revolution in1984, the Supreme Council for Policy Making in Health, Curative Services and Medical Education proposed some conditions under which the abortion was legitimated and the aim was to maintain the welfare of both mother and child. Almost contrary to what is taken today, in 1989, due to the high number of birth after Iran-Iraq war the policy became I favor of contraceptive measures to finally reduce the rate of childbirth to 2.3 percent. Not surprisingly, this programme was considerably successful. Another positive step after revolution is the ratification of Therapeutic Abortion Act in 2005. à ¢Ã¢â€š ¬Ã…“The Act, whi ch was passed at a public session of the Iranian Parliament on May 31, 2005 and approved by the Guardian Council on June 15, 2005 after vigorous debate permits therapeutic abortion on the recommendation of three gynecological experts and confirmation by the Legal Medicine Organization. The Act allows for therapeutic abortion with the motherà ¢Ã¢â€š ¬Ã¢â€ž ¢s consent during the first four months of pregnancy in the event of fetal malformation or retardation or threat to the life of the mother, with the physician performing the abortion is indemnified against any future civil or criminal penaltiesà ¢Ã¢â€š ¬Ã‚ .[1] à ¢Ã¢â€š ¬Ã…“Despite this fertility decline many pregnancies are reported as being unwanted or mistimed. While the total fertility rate of Iran dramatically declined from 5.3 children per woman in 1988 to 2.0 in 2000, unintended pregnancies accounted for 34 percent of all pregnancies in the whole country, with 16 percent as unwanted and 18 percent mistimedà ¢Ã¢â€š ¬Ã‚ .[2] à ¢Ã¢â€š ¬Ã…“Two decades after Iran initiated an effective birth control programme, including subsidized male sterilization surgeries and free condom distribution, the country is to make a U-turn. Last year the supreme leader,Ayatollah Ali Khamenei, criticized existing policy on contraception, describing it as an imitation of western lifestyle. He has urged the government to tackle what he believes to be an ageing population and to double the number of people in Iran from 77 million to at least 150 millionà ¢Ã¢â€š ¬Ã‚ .[3]It is clear that this limitation will conclude to hidden abortion that in most of the time is dangerous for motherà ¢Ã¢â€š ¬Ã¢â€ž ¢s health. As it was mentioned before the number of abortion in Iran is two high despite many legal barriers. On the one hand, the number of sexual relation out of marriage is considerably increased and on the other hand there is not still enough knowledge about contraception among young mothers. à ¢Ã¢â€š ¬Ã…“Ira nian policy will be clearer concerning Iranian position regarding the recent draft on the right of child in 21 November 2014. Iranà ¢Ã¢â€š ¬Ã¢â€ž ¢s representative did not accept paragraph 5 of the draft that appoints the General Assembly would urge Governments to promote and protect the human rights of all women and girls, including, among other things, their right to have control over and decide freely and responsibly on matters related to their sexuality, including sexual and reproductive healthà ¢Ã¢â€š ¬Ã‚ .[4] Issue Analysis Unfortunately, in Iran, women and girls are held to sever gender stereotypes and expectations that consider them just as mothers who should stay at home and look after their children. The aim of this approach is to limit and isolate women from active participation in the society. à ¢Ã¢â€š ¬Ã…“Under international human rights law all states have the responsibility to protect without any discrimination. Namely, if the state protects the bodily integrity and liberty of some people, the state is obligated to provide protection to others who are similarly situated. When harm results from a fetus, that harm similarly situates a woman to other people who have suffered harm to their bodily integrity and liberty. The state does act to protect people from harm in most situations; hence, the state is obligated to act to stop harm to a womans bodily integrity and liberty resulting from the fetus. The states refusal to fund abortions as the necessary means to stop that harm is thus an unc onstitutional deprivation of equal protectionà ¢Ã¢â€š ¬Ã‚ .[5] An overview to activities that have been done to solve the problem Generally, while international human rights NGOs paid much attention to womenà ¢Ã¢â€š ¬Ã¢â€ž ¢s rights in Iran there is almost no serious work regarding abortion ban in this country. For instance, Human Rights Watch has already focused on the legal situation of abortion in Spain, Argentina and Ireland. In Amnesty International also we have studied about El Salvador but not Iran. This is also true about FIDH that did not do any investigation regarding abortion in Iran. As a result, not only there has not been complete and detailed international study regarding abortion in Iran but also this issue is almost neglected in internal debates concerning womenà ¢Ã¢â€š ¬Ã¢â€ž ¢s rights. To sum up, except some sporadic efforts, as far as our research shows there is no serious and continues activity regarding abortion in Iran. Even when International human rights organizations talk about womenà ¢Ã¢â€š ¬Ã¢â€ž ¢s rights in Iran they rarely refer to their right to their bodies. In other wor ds, this aspect of womenà ¢Ã¢â€š ¬Ã¢â€ž ¢s rights in Iran is neglected and may be that explains why parliament can pass this law almost easily. Proposed Solutions and Strategic Recommendation Our policy goal is to draw public opinion attention on this issue and put Iran under international pressure, so the government will change or amend the law. As an Amnesty Internationalà ¢Ã¢â€š ¬Ã¢â€ž ¢s staff I present here some strategies that can improve situation and prevent continuing human rights violation. Before explaining the main content, I should mention that all the three strategies should be followed in the same time. In other words, for achieving our goal, that is law amendment, Amnesty should consider all its potential capacities to change the situation and prevent human rights violation. Fact gathering, documentation and distribution of information First, it should be mentioned that Amnesty Internationalà ¢Ã¢â€š ¬Ã¢â€ž ¢s strategy was to establish a research office in London to identify and gather information on individual à ¢Ã¢â€š ¬Ã…“prisoners of conscienceà ¢Ã¢â€š ¬Ã‚ . Amnesty would then distribute information worldwide about them and the abuses they suffered. Based on this historical mission I would suggest documentation and distribution of information worldwide as the most important and primary strategy. In this regard the global campaign My Body, My Rights, is the best tool. This campaign recognized making decisions about health, body sexuality and reproductive life as a basic human right. This campaign aims to help ensure that everyone has access to their sexual and reproductive rights and to stop criminalization of sexuality and reproduction by governments. Within the framework of the campaign we will try to improve the knowledge of Iranian womenà ¢Ã¢â€š ¬Ã¢â€ž ¢s about their rights. The campaign alre ady works on the El Salvadorà ¢Ã¢â€š ¬Ã¢â€ž ¢s case. We may à ¢Ã¢â€š ¬Ã…“take actionà ¢Ã¢â€š ¬Ã‚  about Iran as we already did in the El Salvador issue. It means we should first gather facts and start documentation then email petitions and do other online actions. The most important point here is that there is currently no Amnesty International office in Iran which makes the work more complicated and difficult. However we do have Amnesty members and supporters based there. It is important to have someone who read the law and translate it correctly. The other important source of information which can play a key role here is interviewing victims. We should assure them that they will be unanimous and that their cooperation has a key role in preventing continuous violation. They can give us the most credible information. For implementing the interviews we should also keep in touch with local activist. We call on young people across the globe and Amnesty activists to engage, alongside international partners, to speak out and demand that the sexual and reproductive rights of young people are protected, respected and fulfilled. However in following this strategy we should bear in mind that our practical experience during years shows that Iranian government is not always concern about the international perception of its human rights situation. As a result it may be pay no attention to the vast demand to change its law. What I suggest here is to mobilize Iranian civil society and help them to improve the awareness among women. Public opinion inevitably plays an important role in Iran. In other words we try to attract international attention and at the same time help internal NGOs to inform society of the negative points of this law and the dangerous consequences. In this regard it is so important to avoid any direct connection with Iranian NGOs. As a result, partnership with local campaigning group is almost impossible. We can inform them through our website. We can prepare reports and analysis and widely publish them. Besides that, there are numerous international human rights NGOs outside the country that focus particularly on Iran while their activity in Iran is illegal.[6] For preparing reports and educational text we can ask for their active participation particularly if they have lawyers among their staff. To ensure the maximum efficiency I suggest the translation of reports and womenà ¢Ã¢â€š ¬Ã¢â€ž ¢s rights education texts related to Iran, into Persian. Most NGOs in Iran do not have enough budgets to benefit from a professional translator. Playing an active role in the UPR process The continued attention of the international community is required to achieve the ultimate goal. Universal Periodic Review is a good opportunity to take international attention to human rights violation in Iran. While states are encourage to undertake broad consultation at the national level with all relevant stakeholders (including NGOs) in order to gather the information they intend to submit to the UPR, Iranian government eliminate independent NGOs from this process. In other words it is not possible for Amnesty International to take part in the national consultations. It is more than 35 years that we could not send any delegation to Iran although we have tried many times. In the context of specific country reviews under the Universal Periodic Review, Amnesty International provides information about the situation of human rights in the countries under review and makes recommendations to the governments concerned to address key human rights challenges as well as strength en the process of the review. In this context direct lobbying can be an effective activity. As a result we should try other ways to engage in this process. First, we can submit information about unpleasant outcomes of this law. Then as I mentioned earlier, what I propose is lobby governments to make recommendations to Iran to address amendment to this law as we may not make intervention in the sessions of the UPR Working Group. We can meet with government representatives of the Member States of the Council, who may be inspired by our questions and recommendations ahead of and during UPR session. It is through these informal means that our recommendations and questions may influence the UPR proceedings and outcome. In my point of view, this action is necessary and can be the most effective one. We meet powerful governments in UPR revision so by direct lobbing we should convince them to include human rights issue in their mutual relations with Iran. In other words, Iranian of ficials should understand that by gross human rights violations they will lose economic benefits. I think this is the best way to oblige a government to follow human rights standards as Iranian government is almost indifferent about its international image. Write for rights Every year, around Human Rights Day on 10 December, hundreds of thousands of people around the world send a message to someone theyve never met. Letter writing has always been at the core of Amnestys work, and 53 years of human rights activism show that letters really do have the power to change lives. Amnesty Internationals annual Write For Rights campaign is the largest grassroots letter-writing effort in the world. By participating in write a letter during Write for Rights 2014, everyone can help change a life. We need people to take action and oblige Iranian government to respected, protected and fulfilled. Today, Amnesty members, activists and supporters have added tweets, Facebook posts, and online messages to letter writing. We have been doing this for 50 years because it works. This year it will start on December first and will last until 17 December. It is such a unique opportunity to include Iranà ¢Ã¢â€š ¬Ã¢â€ž ¢s case among others. We should include Iran in Write for Rights event by describing the law asks people to write a letter to Iranian Parliament to amend or abolish the law and decriminalize doing contraceptive measures. In my point of view, this is a unique chance to make the womenà ¢Ã¢â€š ¬Ã¢â€ž ¢s voice be heard worldwide. First we should use the facts that have been gathered before writing the letter. It is important to indicate the facts and figures in the sample letter to emphasis the depth of the problem. However what I propose here is to make short animation (maximum 2 minutes) explaining the situations of victim instead of just write about it. Thus we can attract more attention as people can deeply understand the situation. Here is the draft of the suggested letter:[7] President of Islamic Republic of Iran Hasan Rouhani President office, Pastour Avenue, Tehran Iran Dear President Rouhani, I am deeply concerned that thousands of women and girls are being denied their human rights as a result of Iranà ƒ ¢Ã¢â€š ¬Ã¢â€ž ¢s law that ban the abortion. I particularly declare my concern regarding the law that was adopted in July 2014 that bans all forms of contraceptive measures. Clearly this law violates the integrity and autonomy of both men and women and will have numerous unpleasant outcomes. This law would cause a rise in the number of clandestine and unhealthy abortions which may put in danger womenà ¢Ã¢â€š ¬Ã¢â€ž ¢s fundamental right to life. I call on you to urgently decriminalize abortion by eliminating all punitive measures for women and girls seeking an abortion, as well as for the health care providers and others who help them to have one. Finally, I ask that you ensure access to safe and legal abortion for all women and girls in Iran. As a minimum, please ensure access in cases of rape or incest, where the woman or girlà ¢Ã¢â€š ¬Ã¢â€ž ¢s health or life is at risk, and where the fetus is unlikely to survive. The Iranian government is ultimately responsible for the resulting deaths of women and girls and for the thousands whose human rights have been violated by the ban. I look forward to hearing from you regarding this important matter. Sincerely, By conducting these three strategies I wish the problem will be resolved in Iran. We cannot expect a very quick reaction from Iranian government while human rights violation should have consequences for Iranian authorities. Iranian officials should understand that by gross human rights violations they will be under international pressure. 1 [1] Aramesh, Kiarash, The Influences of Bioethics and Islamic Jurisprudence on Policy-Making in Iran, The American Journal of Bioethics, 2007 [2] Erfani, Amir, Abortion in Iran: What do we know?, PSC Discussion Papers Series: Vol. 22: Iss. 1, 2008 [3]Now there is a draft of law under review in Iranian parliament that consider vide range of advantages for married people. According to article 9 of this law the priority in recruitment in all governmental and private sectors is dedicated to married men with children and then married men who still do not have children and at last are married women with children. Astonishingly, a single man is situated at the end of this category even when they are equal in qualifications with married men. Besides that, according to article 10 the recruitment of single professors will be forbidden in five years. [4] https://www.un.org/press/en/2014/gashc4124.doc.html [5] L. McDonagh, Eileen, My Body, My Consent: Securing The Constitutional Right To Abortion Funding, 62 Alb. L. Rev. 1057 1998-1999 [6] For instance Iran Human Rights and Iran Human Rights Documentation [7] For more information: Write For Rights sample letters, Amnesty international, 2014, available at: https://write.amnestyusa.org/resources/

Graduation Speech May You Have Enough Essay - 588 Words

Martin Luther King Jr. 1929-1968. Mother Theresa 1910-1997. Albert Einstein 1879-1955. All of these people are not remembered for their birth or death dates, but rather what they did with their dash. The dash that goes between their birth and death dates on their headstones. The dash that says what a person has accomplished in their life. The dash that takes up so little space, but holds so much meaning. What will you do with your dash? Will your dash be one of accomplishment, of success, of compassion, of love, of happiness? I wish you more than enough of all of these things to make up your dash. I heard a short story recently that I think seems appropriate to share. At an airport a father and daughter were saying good-bye to one†¦show more content†¦I have challenges ahead and the reality is, her next trip back will be for my funeral, he said, fighting back tears. When you were saying good-bye, I heard you say, I wish you enough. May I ask what that means? The father paused for a moment and smiled. Its a wish that has been handed down from other generations. When we said, I wish you enough, we were wanting the other person to have a life filled with enough good things to sustain them. Turning toward me, he shared the following as if he were reciting it from memory. This next part of the story is what Id like to emphasize. I have added a few things of my own to make it a little more personal. I wish you enough sun to keep your attitude bright. I wish you enough rain to make you appreciate the sun more. I wish you enough happiness to keep your spirit alive. I wish you enough sadness so that the smallest joys in life appear much bigger. I wish you enough gain to satisfy your wanting. I wish you enough loss to appreciate all that you possess. I wish you enough love so you know just how special you are. I wish you enough pain in that love to make the memories of it even sweeter. I wish you enough dreams to cause your imagination to soar. 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The Managed Heart Emotional Management vs Emotional Labor Free Essays

Can a person†s heart be controlled? Do all people go have some form of emotional management or emotional labor in their lives? In the book, The Managed Heart, written by Arlie Hochschild , discusses the issues of emotional labor and emotional management. In the book, it describes the difference between the two issues and gives Hochschild†s opinion on those issues. The first issue is emotional management. We will write a custom essay sample on The Managed Heart: Emotional Management vs Emotional Labor or any similar topic only for you Order Now This is where the fight attendants learn how to deal with certain situations that they might encounter. Basically, they are taught to manage their emotions and look at their situation from the other side. By doing this, the flight attendants can create a happy and more comfortable setting for the passengers. On page 113 in the book, it states that the fight attendants should imagine a reason to excuse an obnoxious or unruly passenger. This is what Delta teaches: emotional management. The other issue is emotional labor. The use of emotional management is emotional labor. They flight attendants use surface acting in everyday work life. They are there to make the passenger feel comfortable and happy. This is a cover sheet for the flight attendants emotions. They are in a way bottling up their feelings to produce another feeling. The problem with emotional labor and surface acting are they become a part of that person. Hochschild thinks that this is a bad thing because one will never break away from the emotional labor and in turn have trouble expressing their inner feelings, (deep acting) in their private lives. In summary, emotional management is emotional labor. Emotional management is the learning how to deal with situations. Emotional labor is the actual use of the emotional management. Learning emotional management is helpful, but can affect that person†s lifestyle. When they use emotional labor, they are hiding their inner feelings to create are better atmosphere for others. People using this might never be able to distinguish the difference between their surface acting and deep acting. Hochschild†s sees this as a problem for the people affected by this emotion manipulator. This will affect their friend†s, family, and the rest of society. How to cite The Managed Heart: Emotional Management vs Emotional Labor, Essay examples

Challenges in Customer Relationship Management

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