Resources Library by ANA

Building customer-centricity at Samsung Securities

This paper documents a case study of the CRM effort at Samsung Securities, focusing on a framework that highlights customer behavior and techniques to analyze and improve such behavior. Samsung Global Strategy Group worked with SSC to build the CRM...

Catalogue: Asia Pacific 2002

Authors: Kurt Jovais, Soo-young Jung, Emily Miller

December 1, 2002

The new retail kids on the block - Changing the way we shop in Asia

The paper describes research that has been carried out into grocery retailing across Asia. Its focus is on the entry of new players into these markets and the impact that they are having. Headlines would suggest that global retailers are driving the...

Catalogue: Asia Pacific 2002

Author: Peter Gale

Company: Nielsen

December 1, 2002

The market for health and nutrition in China vs. the USA and India

This paper focuses on the Chinese consumer, who they are, how they handle their health and nutrition and what kind of choices they make to create a healthy lifestyle for their families. Where applicable, the Chinese shoppers are compared with...

Catalogue: Asia Pacific 2002

Author: Linda Klabacha

December 1, 2002

The business value of emotional intelligence

Papers included in this volume examine the impact of local culture both within European markets and further afield, in countries such as the Middle East and India. To what extent can a brand that is successful in one culture be transferred to another...

Catalogue: ESOMAR Worldwide Qualitative Conference 2001: The Business Value Of Emotional Intelligence

Author: Fiona Jack

October 28, 2001

LAMDA

Customers are increasingly demanding, and successful companies need to design and introduce new ways to offer customer value. However, the process is not complete until they design control systems, provide a support decision tool able to identify and...

Catalogue: ESOMAR Congress 2001: Marketing Transformation

Authors: Núria Agell, Lluis Martinez-Ribes, Mònica Casabayó, Juan Carlos Aguado

September 23, 2001

Analytical CRM

This paper describes a new approach for analyzing customer behavior from data collected in customer relationship management systems. The very short response times of the new approach allows one to browse interactively through the variables describing...

Catalogue: ESOMAR Congress 2001: Marketing Transformation

Authors: Reimar Hofmann, Michael Haft, Joachim Herbert, Gerda Jung

September 23, 2001

Understanding consumption as a culture

This paper describes the work carried out in explaining how the Indian consumer reacts to the very idea of consumption. The paper argues that culture is an important determinant of consumer behaviour across categories. A specific model of behaviour...

Catalogue: Asia Pacific 2000: Redefining Business In Asia Pacific

Author: Santosh Desai

November 1, 2000

The lifetime value of advertising

This paper outlines the database and methodology used to provide greaterdepth in modeling the volume effect of advertising and reports the direction of initial findings from this work. The efforts are focused onquantifying the long-term effects of...

Catalogue: ESOMAR Worldwide Advertising Conference 2000

Author: Steve Kingsbury

November 1, 2000

Microsoft

The digital economy is bringing about major changes in customer expectations and behaviour and in the very nature of business. Companies need to respond to these changes in order to compete. This paper looks at the ways in which Microsoft is...

Catalogue: ESOMAR Congress 2000: The Impact Of Networking

Author: David Crockett

Company: Microsoft

September 1, 2000