Customer Relationship Management (CRM): Communicatio...

 

This article describes the growth of paid placement search on online destinations such as MSN and Yahoo! The author asserts that as an advertising tool Internet search has many advantages including gr ...

Elysa Strug of Endent Corporation reviews the changes in consumer purchasing within the travel industry. She explains that in the past brands such as Days Inn, Howard Johnson and Super 8 could rely o ...

In this article on brand nurturing Edward Faruolo of the CIGNA Corporation argues that if the brand is not supported by rank and file management it will not succeed. He lists the actions for brand de ...

The authors suggest that people have become immune to advertising messages and suggest spending marketing budgets on creating tangible customer experiences. They quote several companies who have succ ...

The authors remind readers that customer relationships management in the e-commerce sector has been widely criticised. They argue that successful e-commerce is not limited to technology but embraces a ...

Lead Management is the process of rapidly and effectively creating, nurturing, distributing and analyzing leads. This paper covers strategies to increase the likelihood that a lead will convert to a q ...

The authors of this paper argue that as researchers and marketers, our challenge is to harness the power of web technology to fully make the transition from a perceived passive to pivotal role in the ...

This paper describes an application of automated website synthesis and uncertainty reasoning for customer preference management (CPM), particularly in the context of web-based customer relationship ma ...

In today’s economy, organizations looking to implement successful CRM (Customer Relationship Management) strategies need to focus on individualistic and personal views of the customer using integrated ...

This article describes possible uses of technical web service standards in customer relationship management (CRM) and market research (MR). A single CRM web portal for a particular type of customer ca ...

James Brook emphasises the importance of brand building within companies an area which he believes is often neglected by marketers. He draws on the experience of several prominent organisations, who ...

In the US alone, the number of email boxes grew by more than 50% between 1999 and 2000. Email has proved to be the cornerstone of internet marketing. The seven techniques to improve email list integ ...

A Quality of Reading Survey (QRS) was published in the United Kingdom in November 2000, covering 242 magazines, newspapers and newspaper supplements. This paper outlines the survey briefly, then focus ...

Interview with Bill Dalton, CEO of the HSBC bank (successor to the Midland). The bank's philosophy is to listen to customers and be seen to cater for their needs. This requires high quality and motiva ...

Studies of consumer attitudes to magazines published by Redwood show that customer magazines can significantly affect customers' relationships with the magazine owners. Excellence is essential to achi ...

Interview of Niall FitzGerald, chairman of Unilever, by Judie Lannon. Discusses: the challenge of effective communication with Unilever's target audience; marketing organisation and attitudes in the c ...

Discusses the evolution towards `customer-centred' marketing and communication - the trend to continuous customer development and dialogue. It is argued that this does not fit well with current brand ...

Part of an editorial feature: 'Over 55s: gold among the grey'. Mark Abrams quotes survey research data to show that there are two groups of elderly: one younger and richer, the other older and impover ...

The Group MD (Grocery) of the Nabisco Group says that the value he gets for his television spend is poor: costs going up and audiences going down. Ways in which the situation could be improved include ...

A rebuttal of John Nicholson's article in the June issue, 'Identifying and reaching business decision-makers', which was critical of the 1986 BMRC survey.

This article considers at a deep level how different media can be understood and compared, and argues that the process of `inter-media comparison' suffers from fundamental problems which are not gener ...

Shows how the arrival of Channel Four has reversed the tendency to polarisation between heavy and light viewers. As background, the article looks at the changes which have occurred in overall viewing ...

Documents an increasing level of account shifts: in 1983, more than 10% of total advertising expenditure. Possible reasons are considered: the recession, the rise of media independents, the growth of ...

Report on the discussions at the IPA Conference at Stratford, March 1980.

This paper makes the following assertions and suggestions: 1) the objectives of social and socio-economic classifications are different and can only be profitably discussed if this is recognised; 2) e ...