Customer Relationship Management (CRM): Management, ...

 

Standard Chartered Bank has over 500 locations around the world and employs over 30,000 staff. It created a new customer feedback survey to get customers to evaluate their experiences and identify way ...

In service industries, customer relationships are built on experiences – good and bad. If the experience doesn’t live up to the brand promise then the relationship will fail. This paper argues that th ...

Barbara Elson, head of database and direct marketing at 23red, considers the history and growing disaffection for segmentation strategies, consumer-centric marketing and CRM. Using examples such as S ...

David Jefferies, of Pitney Bowes, looks at the reasons why so many CRM projects fail or come in over budget. He reports on a survey among marketing professionals in the UK’s top 1000 companies, and t ...

Competition is the theme of every market. Taking customer relationships out of the context of market competition can be compared to the ancient Chinese idiom of inventing a cart behind a closed door. ...

The Life Stage segmentation model has been widely used in the area of analytical CRM and target marketing. The model is based on the use of customer demographics data and classifies a business organiz ...

In a market place where achieving competitive advantage through product differentiation alone is seen as only part of the equation, the creation of a unique customer experience is seen as the new batt ...

Suggests that the philosophy of Marx, especially his concept of `alienation’, applies to consumers today, as they become more cynical about the aims of commercial and political marketing. Consumers ar ...

Karen Enver, planning director at Draft London, argues that despite 15 years of CRM and ever-increasing funds being allocated to contact service strategies, the customer is just as fickle as ever. Th ...

In this introductory article to Admap’s ‘Focus: CRM & loyalty’ the author raises the issue of how to implement the strategies postulated by customer relationship management. This calls for total seni ...

The marketing world has witnessed many changes in the last few years, including increasing consumer scepticism, the advent of new communications technology and a changing legal climate. This paper ana ...

Customer loyalty and profitability are traditionally seen as being inextricably tied to each other. This paper identifies strategies for building customer loyalty, including knowing your core customer ...

This paper is based on the premise that the intangible asset of a company, in form of its employees and customers, and the relationship the company forms with these constituencies, are what create val ...

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 ...

The aim of this paper is to understand the behaviour unleashed by the consumer crisis, the adaption of trade, the opportunities that the different formats and brands have as well as the threats to the ...

The growth of Customer Relationship Management (CRM) has been dramatic, yet the CRM opportunity is rarely fully exploited. Reasons for this are described with an emphasis on opportunities for marketin ...

CRM, for all its talk of customers, is still typically about the company controlling its relationship with those customers. Customers, however, are in control. They usually manage their relationships ...

Customer Relationship Management (CRM) is one of the few emerging businesses recording significant growth since 2000 despite the recent worldwide economic downturn. CRM covers a wide range of business ...

Argues the importance of paying attention to relationships with people - the various `stakeholders' on whom the business depends. Businesses which appear to be doing well sometimes, by damaging key re ...

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 ...

This paper discusses a model of the communication processes that occur between marketers and their customers, for use in Customer Relationship Management (CRM). The model assumes that communication is ...

This article describes and examines the concept of customer value offers (CVO) in the business -to-business sector. The concept is based on delivering superior value to targeted customers and providi ...

Peter Burgess reviews some of the latest research studies into customer satisfaction and loyalty programmes and concludes that while research in this area is growing there is evidence that brand apat ...

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, Fr ...

The essence of analytical CRM consists in learning from past customer interactions to improve future actions. The data that is collected can be later analysed to illustrate all important aspects of th ...

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 ...

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, com ...

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 demonst ...

This paper offers a simple model to aid exploration of the role of market research in the interface of CRM strategy and the brand. The paper considers what is understood by 'a CRM strategy', followed ...

As advertisers insist on accountability of investment, newspapers in the United Kingdom face tremendous opportunities to meet this new demand through CRM -- even as the record for CRM in other industr ...