Resources Library by ANA

The customer satisfaction measurement and listening revolution

This paper addresses the CRM experience of Orange France, a mobile phone service provider, in assessing the customer care experience of its 18 million customers. Within a highly competitive market, French customers increasingly consider that price,...

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Authors: Jean-Paul Dayan, Gérard Bon, Laurent Depond

March 17, 2002

Email, chat lines, newsgroups

Email, chat lines, newsgroups, and forums are the new ways by which people increasingly interact. In this paper a methodology is presented to extract and measure the intangible elements of a relationship, as feelings and opinions, otherwise...

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Author: Alessandro Zanasi

March 17, 2002

No successful CRM without MRC

The essence of analytical CRM consists in learning from past customer interactions to improve future actions. The data that is collected can be later analysed to illustrate all important aspects of the customer interaction process. In the past, most...

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Author: Thomas Liehr

Company: KANTAR TNS Malaysia

March 17, 2002

Extracting MR samples from large CRM databases

This paper examines the challenges of using a large CRM database as a sampling frame for research purposes. It is based on Centurion's experiences of designing, developing and implementing such systems. Apart from the core sampling process the paper...

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Authors: Mark Katz, Robert Jacob, Julian Simpson

March 17, 2002

Market research

This paper offers a simple model to aid exploration of the role of market research in the interface of CRM strategy and the brand. The paper considers what is understood by 'a CRM strategy', followed by a brief review of current thinking about...

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Authors: Peter Cooper, Susan Baker

Company: QRi Consulting Ltd.

March 17, 2002

Accomplishing CRM goals

As revolutionary advances are made in information and communication, one of the recent industries taking advantages of the new technology is CRM, showing the inevitable response to the increasing customer centric approach. The datawarehouse helps in...

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Authors: Nagia El Emary, Sagar Tamang, Piyush Mathur

Companies: Nielsen, Vodafone Group

March 17, 2002