Resources Library by ANA

The use of "respondent-based intelligent" surveys in cross-national research

This paper describes the methodological evolution of Ford Motor Company's product quality research in Latin America. It begins with the exporting of the North American model to Latin America. Critical biases and methodological distortions associated...

Catalogue: Latin America 2002

Authors: Marilyn Parrett, Michael Francesco Alioto

Company: RDA Group, INC

May 12, 2002

A new retail format, a new way of building relationships

The paper describes the process of development of a new supermarket chain in Argentina - Plaza VEA - for an international retail company. This paper describes a methodology building process, oriented towards solving - simultaneously and in real time...

Catalogue: Latin America 2002

Authors: Paula Magariños, Marita Soto, Fabian Czajka, Anibal Pérez Echeverría, Fernando Moiguer

Company: Compañia de Negocios Moiguer

May 12, 2002

Reckitt Benckiser Brazil

This paper describes the internal process undertaken by Reckitt Benckiser Brazil in order to achieve their goal, as a socially responsible organization, to attracts, maintain and motivate superior talent, adapt rapidly to changing environment, fully...

Catalogue: Latin America 2002

Authors: Mário Mattos, Antonio C. Werneck

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

Using customer perceptions

A telecommunications company in the United States wanted to improve service by aligning internal service levels with customer requirements.They 1) identified customers' top priorities; 2) chose the priority with the most opportunity for improvement;...

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Authors: John H. Hughes, Engracia Perez-Prada

March 17, 2002

From customer research to CRM

Understanding the customer and the type of relationship customers wish to have is key to CRM. This means not only customer profiling and knowledge of customer behaviour but also insight into customer motivations and attitudes. Through effective...

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Authors: Farrokh Suntook, Chris Brooke

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

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

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