Resources Library by ANA

Celebrating change

For some, evolution, or “change,” represents a wonderful opportunity; for many others, it poses a grave challenge to the accepted norm; but for all of us, such change is now an undeniable and omnipresent element of daily life. As...

Catalogue: ESOMAR Publications

Authors: ESOMAR B.V., Finn Raben, Dieter Korczak, Bill Blyth, Judith Passingham, David G. Bakken, Pieter-Paul Verheggen, Wim van Slooten, Andy Kung, Grace Tse, Ian Lewis, Jorge Alagon, Nigel Hollis, Josh Samuel

November 28, 2012

Marrying CRM analytics with research insights to formulate the best in class customer loyalty strategy

This paper intends to examine the analytics and research approach that are being used in customer loyalty. It will evaluate the pros and cons of each method and recommend a new methodology to help business leaders and loyalty marketers to better...

Catalogue: Congress 2010: The Changing Face Of Market Research

Authors: Andy Kung, James Wong King Fai

September 15, 2010

The evolving role of in-house market research professionals

This paper intends to examine the role of today's in-house market research professionals within business organizations. Specifically, it will focus on:-how the in-house researchers' role have evolved in the past decade, -what are their...

Catalogue: Asia Pacific 2009: Competing On A World Stage

Authors: Andy Kung, Grace Tse

April 7, 2009

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

Automated website synthesis and uncertainty reasoning for customer preference management

This paper describes an application of automated website synthesis and uncertainty reasoning for customer preference management (CPM), particularly in the context of web-based customer relationship management (CRM). Stated preference elicited by...

Catalogue: ESOMAR Technovate Conference 2003

Authors: Tony Li, Siu-wai Leung, Andy Kung, Tommy J. Tang, Kai-fai Wong, Siu-Ki Leung

Company: Acorn Organization Limited

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

Automated web services for customer relationship management and market research

Possible uses of technical web service standards in customer relationship management (CRM) and market research (MR) are described. A single CRM web portal for a particular type of customer can interoperate with various relevant services in order to...

Catalogue: ESOMAR Congress 2002: Consolidation Or Renewal?

Authors: Siu-wai Leung, Andy Kung, Tommy J. Tang

Company: Acorn Organization Limited

September 22, 2002