Resources Library by ANA

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

Revue Française du Marketing 2002 (N. 188)

Le regard que nous portons sur les activités de service a beaucoup évolué et les différentes interprétations liées à la notion mêmede service expliquent en partie que les universitairescomme les praticiens rencontrent des...

Catalogue: ADETEM: Revue Française du Marketing

Author: ADETEM

Company: ADETEM

April 10, 2002

Research World (April 2002)

The English language has been a valuable asset to the UK market research industry, which it has exploited skillfully as interest in international research programmes has grown. The market continues to expand, but a growing number of European and US...

Catalogue: Research World 2002

Author: ESOMAR B.V.

April 1, 2002

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

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

Analytics count

Companies today are acutely aware of the tremendous benefits associated with understanding customers. Many have embraced customer relationship management (CRM) to achieve this understanding. Thus, companies have invested in customer-facing software...

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Authors: Arthur O'Connor, Annie Pettit

March 17, 2002