Resources Library by ANA

Research World (May 2002)

The boosting effect of international co-ordination on research.

Catalogue: Research World 2002

Author: ESOMAR B.V.

May 15, 2002

Establishing the value of a brand

This paper provides a brief overview on the importance of brand valuations and on the nature of brands in terms of their valuation capabilities. It describes the main methodologies available and the key steps to follow in order to adequately valuate...

Catalogue: Latin America 2002

Author: Jorge García-González

May 12, 2002

Predictive churn modeling in the wireless industry

This paper describes a recently completed project at Verizon Wireless that addresses the problem of customer attrition (churn). Outstanding results have been accomplished by combining Data Mining techniques with effective one-to-one marketing...

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Author: Ksenija Draskovic-Krunic

March 17, 2002

Linking customer and employee satisfaction to financial performance

This study uses statistical analysis to link a series of disparate studies involving measurements of customer satisfaction, employee satisfaction, customer retention, and strategic business unit profitability. The data are collapsed at the business...

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Author: Derek R. Allen

Company: Market Probe International Inc.

March 17, 2002

Analytics count

Companies today are acutely aware of the tremendous benefits associated with understanding customers. Many have embraced customer relationship management (CRM) to achieve this understanding. Thus, companies have invested in customer-facing software...

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Authors: Arthur O'Connor, Annie Pettit

March 17, 2002

A framework for improved CRM analytics

This paper focuses on helping CRM and analytics managers choose the analytic approaches and tools that best match an organization's readiness to receive and use them. CRM and analytic leaders often believe that complex value models and sophisticated...

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Authors: David Harding, Edgar Ortiz

Company: McKinsey & Company

March 17, 2002

Research Wold (March 2002)

Latin America grew in the 90’s when each country embarked on economic reforms towards a free market. With an increasing presence of the large international research chains, the market research industry in Latin America shares many of the same...

Catalogue: Research World 2002

Author: ESOMAR B.V.

March 1, 2002

Improving Honeywell's market research

Honeywell replaced its international telephone data collection and paper-based tabulation and reporting with blended telephone, online and e-Interviewing data collection and real-time reporting. It did so because the company's Six-Sigma quality...

Catalogue: ESOMAR Net Effects 5 2002

Authors: Karl G. Feld, William K. Stone

February 3, 2002

The integration power of the intelligent banner advertising network and survey research

Web surveys are no longer inexpensive today, particularly due to the complicated recruitment process and increased need for incentives. Over time the techniques for selecting Internet users for a Web survey - telephone recruiting, online panels,...

Catalogue: ESOMAR Net Effects 5 2002

Authors: Vasja Vehovar, Bojan Korenini, Zenel Batagelj

February 3, 2002