Resources Library by ANA

From holistic marketing to holistic customers

This paper shows how two quite disparate banks in culture and outlook - Natwest Bank and the Royal Bank of Scotland - came together and evolved a comprehensive CRM strategy. In doing so it will demonstrate why it is necessary to marry the top-down...

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Authors: Roger Donbavand, Maryan Broadbent

March 17, 2002

Getting the board onside

While getting qualitative research into the boardroom of many organisations may be a challenge, the challenge is multiplied several-fold when the organisation is a major bank in the United Kingdom. This paper provides a case study of such a...

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

Authors: Martin Walls, Ken Parker

Companies: HSBC Holdings, Discovery Research Group

October 28, 2001

Selling Islamic finance to mr. Smith

In an environment of increasing product parity, the need to innovate has become critical. The key input for innovation is robust and insightful data from customers. Given this scenario, this paper explores the triggers and barriers that exist within...

Catalogue: Qualitative 2007

Authors: Kalika Tripathi, Dipen Mehta

Company: HSBC Holdings

October 28, 2001

The impact of ethic marketing for a banking business

This paper presents the innovative strategy of GWK, an important Dutch banking business. It demonstrates that small target groups can also be beneficial if there is a good combination between a specific product, like Western Union, and a specific...

Catalogue: Ethnic Marketing 2000

Authors: Cees van Eijk, Monique van der Plas

July 1, 2000

Office-based data collection

This survey was to form part of an Incentive Programme comprising all staff at all of the bank’s 260 branch offices throughout Sweden. Within this framework both selected economic key ratios and customer satisfaction are measured at branch...

Catalogue: New Monograph Series Vol.10: Marketing Research in a .com Environment

Author: Per Lundgren

June 15, 2000

Bank roles in developing relationships with business customers

This paper discusses a large research project conducted to investigate factors impacting on the relationship between banks and their business clients in Australia. A survey was conducted during February - March 1999 with 276 executives and financial...

Catalogue: Financial Markets In Turbulent Times 1999: Guidance From Marketing Research

Author: Nexhmi Rexha

September 1, 1999

Strangers in the bank

The article presents how technical development, changing customer behaviour and lower barriers to entry into financial services markets open up opportunities for players from other industries to enter the industry traditionally dominated by banks....

Catalogue: Financial Markets In Turbulent Times 1999: Guidance From Marketing Research

Author: Christian Reber

September 1, 1999

Office-based data collection

This paper describes an alternative method of data collection in customer satisfaction studies - office-based data collection via the Internet. The project described here is part of an Incentive Programme comprising all stall' in the branch offices...

Catalogue: ESOMAR Net Effects 1999

Author: Per Lundgren

June 15, 1999

A comparison of Internet retail banking in the United States and Europe

Retail banks around the world are moving rapidly towards increasing their Internet service provision. This trend has been given momentum by the prospect for retail banks to dramatically reduce transaction costs. Although short term transaction costs...

Catalogue: The Worldwide Internet Seminar 1998

Authors: Andy Lowe, Stephane Thuillier, Jari Kuusisto

June 15, 1998