Resources Library by ANA

Customer relationships- Manage, measure or just understand?

This paper provides an introduction to advanced analytical techniques that provide a deeper understanding of customers and customer relationships.The approaches presented provide insight into differences between individual customers, or segments of...

Catalogue: ESOMAR Technovate Conference 2003

Author: Jon Pinnell

Company: MarketVision Research

January 26, 2003

Can continuous relationship marketing work in emerging markets?

This paper outlines the continuous relationship marketing (CRM) challenges - poor data quality, poor direct marketing skills, and organizational resistance - unique to emerging markets and recommends practical ways of overcoming them. It describes in...

Catalogue: Asia Pacific 2002

Authors: Mike Sherman, Sungmi Chung

Company: McKinsey & Company

December 1, 2002

Brand loyalty among mobile phone users

This paper assesses a method that enables market researchers to provide a comprehensive understanding of what determines consumer loyalty (or absence) in a product category. The proposed approach assumes that the individual characteristics of...

Catalogue: Latin America 2002

Authors: Paulo Luís Gomes Alves, Silvia Aquino

May 12, 2002

Can CRM work in emerging markets?

This paper outlines the continuous relationship marketing (CRM) challenges - poor data quality, poor direct marketing skills, and organizational resistance - unique to emerging markets and recommends practical ways of overcoming them. It describes in...

Catalogue: Latin America 2002

Authors: Mike Sherman, Sungmi Chung

Company: McKinsey & Company

May 12, 2002

Latin America 2015

Based on results from the latest wave of the Roper Reports Worldwide Study, a consumer trends survey, this paper examines results of the 2002 wave conducted in Mexico, Brazil, Argentina and Venezuela and examines relevant trends that shed light on...

Catalogue: Latin America 2002

Author: Ignacio Galceran

May 12, 2002

The universal and the singular, the permanent and the ephemeral

This paper delves into children and their relationship with the characters that make up their world, their features, origins, aesthetics, the stories in which they are involved and the different roles played. Preferences for local vs. global, fiction...

Catalogue: Latin America 2002

Authors: Mónica La Madrid, Telma Urich

Company: Markwald La Madrid & Asociados

May 12, 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

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

Internal and external stakeholders forum

The authors of this paper provide an examination of the way in which the healthcare industry perceives itself, both currently and over the next 20 years. The study surveyed the opinions of 44 leading figures and stakeholders in the healthcare...

Catalogue: ESOMAR Global Healthcare 2002

Authors: Stephen Welch, Nic Wiseman

February 17, 2002