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Research papers

Integrated customer intelligence

The approach used outlines an achievable, tangible and actionable method to extracting the value from customer knowledge and create real business value. This approach integrates a strong base of customer knowledge with organisational knowledge and...

Catalogue: ESOMAR Conference on Financial Services 2005
Authors: David Laffin, John Marinopoulos
Company: Roy Morgan Research Pty Ltd
February 1, 2005
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Citation

Laffin and Marinopoulos (2005a, February 01). Integrated customer intelligence. ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/integrated-customer-intelligence


Research papers

How corporate reputation measurement can be a part of every CEO's KPIs

This paper focuses on an integrated and holistic approach to reputation measurement within the National Australia Bank (NAB) - one of Australia's largest commercial banks. This approach has incorporated a number of key studies to deliver...

Catalogue: ESOMAR Congress 2003: Management, Accountability and Research
Authors: John Marinopoulos, Wesley Hill
September 14, 2003
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Citation

Marinopoulos and Hill (2003a, September 14). How corporate reputation measurement can be a part of every CEO's KPIs . ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/how-corporate-reputation-measurement-can-be-a-part-of-every-ceo-s-kpis-


Research papers

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
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Citation

Donbavand and Broadbent (2002a, March 17). From holistic marketing to holistic customers . ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/from-holistic-marketing-to-holistic-customers-