The Compliance Business and Its Customers: Gaining Competitive Advantage by Controlling Your Customers

ISBN-13: 9781349329342 / Angielski / Miękka / 2012 / 154 str.

E. Kasabov;A. Warlow

Opis

The internet has changed the way consumers interact with companies. Businesses must maintain good levels of customer service in a digital world where old strategies may no longer suffice. This book explores what the successful compliance-centred businesses are doing to manage and improve customer experience.

Spis treści

PART I: HOW DID IT ALL COME ABOUT? Historical Development Types of Businesses PART II: THE REACTION! Misunderstanding and Negative Reaction Resistance to Building Software Managed Systems PART III: THE TECHNOLOGY Automated Computerised Systems and How They Work Automated Marketing Building Databases Integrating with Other Media, TV, E-mail, Mobile Phone PART IV: INNOVATIONS IN MANAGEMENT STRATEGY Extensive Use of Merchant Partners and Link Marketing Willingness to Integrate Systems with Customers, Suppliers and Partners High Levels of Reliability, Punctuality, Rapid Response Flat Management Structures, Openness and Democratisation Front-line Personnel Enabling Staff Innovative Ways of Financing Businesses PART V: MARKETING INNOVATIONS Fast Reaction to Market Changes Systems for Service Recovery and Complaint Management Relations and Long-term Loyalty PART VI: THE FUTURE AND ITS IMPACT Future Development and Effects on Society The Growth of Worldwide Databases Automated Compliance Systems The Importance of Social Networking Sites

O autorze

Edward Kasabov BA, MA, MSc, PhD is a Bulgarian academic with practitioner experience in the food and drinks industry and in entertainment and mass communications, and is currently Associate Professor in Marketing at Exeter University. Previously, he was an ESRC/EPSRC Advanced Institute of Management Research (AIM) Fellow and a lecturer in Marketing at University of Bath and has lectured at Cardiff University (Wales) and Trinity College Dublin (Ireland), among others. His academic and/or practitioner background is in three areas: 1. Strategy (clusters, regions and regional development; hi-tech clusters in biotechnology and life sciences; role of SMEs in clusters; peripheral and early stage clusters). 2. Marketing (automated marketing; dissatisfaction, service failure and recovery; relationship marketing; critical marketing theory). 3. Transition studies (privatisation and corporate restructuring; Central and Eastern European structural adjustment; role of institutions and informal institutions). His work has been published in leading journals, including European Journal of Marketing, Sloan Management Review, Regional Studies, Environment and Planning and European Planning Studies.

Alex Warlow B.Sc, M.Sc., B.A., FIDM is an agriculturalist and engineer by training, having worked for 25 years in marketing and product planning for a multinational agricultural machinery company which exported worldwide. For the last 20 years, he has run a consultancy business, Noridol Ltd., advising SMEs on management, business planning and marketing with a special interest in Direct Marketing. He undertakes training for private and public sector clients, and assists with grant application, especially in relation to SMEs, cooperatives, social enterprises and community groups working in the Welsh rural development sector on projects funded by the European Union and the Welsh Assembly Government. He is a trustee involved in the management of two social enterprises. He has prepared a number of reports, based on research, for the public sector. He is a guest lecturer and supports research projects at a number of universities and his work has appeared in European Journal of Marketing and Journal of Direct, Data and Digital Marketing Practice.