Resources Library by ANA

The impact of low birth rates towards the life stage segmentation model in CRM

The Life Stage segmentation model has been widely used in the area of analytical CRM and target marketing. The model is based on the use of customer demographics data and classifies a business organization's customer database into Life stage...

Catalogue: Asia Pacific 2004

Authors: Andy Kung, Ivy Cheung, Mayer Lam

Company: Ipsos MRBI

March 28, 2004

Managing the Competitive Customer Relationship™

Competition is the theme of every market. Taking customer relationships out of the context of market competition can be compared to the ancient Chinese idiom of inventing a cart behind a closed door.This paper defines a brand new concept of customer...

Catalogue: Asia Pacific 2004

Authors: Chongdao Ren, Danny Yang, Jianmin Yuan, Tj Tang

March 28, 2004

Marketing research or customer relationship management (CRM)

Marketing research must keep up with the times. The ESOMAR Guideline on Customer Satisfaction Research (September 2003) does not regulate customer satisfaction research within the realms of Customer Relationship Management (CRM). The authors fear...

Catalogue: ESOMAR Conference on Automotive Marketing 2004

Authors: J. D. Salters, P. Michaux, A. M.J. Deetlefs, A.L. McLean

March 1, 2004

Synchronise/destablise

Using a case study approach, the paper reviews characteristics of the client-provider relationship that can foster synchronization or destabilization. Organizational support of market research as an objective research enterprise, as well as other...

Catalogue: ESOMAR Congress 2003: Management, Accountability and Research

Authors: Herman J. Milligan Jr., Ashref Hashim

September 14, 2003

Application of market research towards proactive customer relationship management

In today's economy, organizations looking to implement successful CRM (Customer Relationship Management) strategies need to focus on individualistic and personal views of the customer using integrated information systems and contact center...

Catalogue: ESOMAR Technovate Conference 2003

Author: Faisal I. Farooqui

January 26, 2003

Building a truly customer-centric CRM model

Customer Relationship Management (CRM) is one of the few emerging businesses recording significant growth since 2000 despite the recent worldwide economic downturn. CRM covers a wide range of business functions including operation workflow, sales...

Catalogue: Asia Pacific 2002

Author: Andy Kung

December 1, 2002

Keep your hands off my wallet until you get into my life

This paper is devoted to exploring the range of ethnographic techniques.In particular, it shows their capacity to penetrate the inner space ofrelationships between consumers, their mindsets and brands.The ethnographic approach is a way to gain a deep...

Catalogue: ESOMAR Worldwide Advertising Conference 2000

Authors: Cecília Russo, Jaime Troiano

November 1, 2000

The rise and power of online communities in the network economy

The paper relates to the use and value of business-to-consumer online communities in the network economy. It uses empirical research, such as observation and moderated email groups to understand the value of online communities in building and...

Catalogue: ESOMAR Congress 2000: The Impact Of Networking

Author: Alexandra Trabak

September 1, 2000

The renaissance of Chateau Lagrange

This paper describes how Suntory restored the international reputation and brand value of the French wine estate Chateau Lagrange by completely restructuring the estate. It emphasises the importance of establishing good relationships with local...

Catalogue: ESOMAR/ARF/JMA Conference 1997: Fit for the global future?

Author: Seiichi Nagata

June 15, 1997