Professional Documents
Culture Documents
Growth, nnovation, and New Products Growth, nnovation, and New Products
Collecting, nterpreting, and Using nformation Collecting, nterpreting, and Using nformation
MS Third Tier Priority Topics
MS Third Tier Priority Topics
Channels Channels
Other Other
Pay Attention to Pundits
Pay Attention to Pundits
"
"
What we need now is more research on the
What we need now is more research on the
consequences of automating service. How do
consequences of automating service. How do
customers respond to automation? What
customers respond to automation? What
satisfies them? How much can automation
satisfies them? How much can automation
increase revenues? Can the profitability of
increase revenues? Can the profitability of
automation be documented, not just from the
automation be documented, not just from the
cost side but also from the revenue side? How
cost side but also from the revenue side? How
is automated service different from personal
is automated service different from personal
service? What are the implications for how
service? What are the implications for how
service should be managed?
service should be managed?
customer asset management, brand equity, database marketing, customer asset management, brand equity, database marketing,
direct/interactive marketing, marketing metrics for decision direct/interactive marketing, marketing metrics for decision
makers makers
Synchronizing multiple, complementary
Synchronizing multiple, complementary
channels within an organization
channels within an organization
role of electronic channels, integration of the nternet and Web role of electronic channels, integration of the nternet and Web- -
based activities within the communications mix, harmonization of based activities within the communications mix, harmonization of
actions within value chains, two actions within value chains, two- -way interactions within way interactions within
channels, allocation of effort across products channels, allocation of effort across products
- - Ruth N. Bolton, Editor, Ruth N. Bolton, Editor, JM JM
Pay Attention to Pundits
Pay Attention to Pundits (cont.) (cont.)
Understanding how markets function and evolve
Understanding how markets function and evolve
growth, innovation, new product development and prediction of growth, innovation, new product development and prediction of
marketplace acceptance, role of technology, electronic marketplace acceptance, role of technology, electronic
information exchange, electronic markets, networks, institutiona information exchange, electronic markets, networks, institutional l
arrangements and inter arrangements and inter- -organizational governance, implications organizational governance, implications
of these phenomena for public policy and societal welfare of these phenomena for public policy and societal welfare
nvestigations of global marketing challenges
nvestigations of global marketing challenges
development of horizontal market segmentation strategies development of horizontal market segmentation strategies
across borders, marketing strategies for emerging economies, across borders, marketing strategies for emerging economies,
role of networks role of networks
- - Ruth N. Bolton, Editor, Ruth N. Bolton, Editor, JM JM
FoIIow the Money TraiI $$$
FoIIow the Money TraiI $$$
Teradata Center for Customer
Teradata Center for Customer
Relationship Management at Duke
Relationship Management at Duke
University
University
Robert H. Smith School of Business, UMD Robert H. Smith School of Business, UMD
" "Exploring the customer side of e Exploring the customer side of e- -commerce commerce
" "Designed to help companies navigate in the new, tougher Designed to help companies navigate in the new, tougher
world of e world of e- -Commerce Commerce
Center for Services Leadership
Center for Services Leadership
mpact on behaviors; Situational variables; Consensus on mpact on behaviors; Situational variables; Consensus on
conceptualizations; Effect of non conceptualizations; Effect of non- -complainers complainers
Special Sections/ssues/Volumes
Special Sections/ssues/Volumes
JM JM - - Linking Marketing to Financial Performance and Firm Value Linking Marketing to Financial Performance and Firm Value
JSM JSM - - Service Recovery & Service Continuity Service Recovery & Service Continuity
AM AM - - State of the Art Research on nt State of the Art Research on nt' 'l Services Marketing l Services Marketing
Scan the Business Press
Scan the Business Press
Look at Satisfaction Levers or Else!
Look at Satisfaction Levers or Else!
Aggregate ndices Hide Effects & Oversimplification Distorts the Aggregate ndices Hide Effects & Oversimplification Distorts the
Picture Picture
Marketing Management Marketing Management, September/October 2003 , September/October 2003
A Tale of Two Services
A Tale of Two Services
Challenges of Enterprise Wide CRM in Retail Challenges of Enterprise Wide CRM in Retail
Banks Profit from MVC nfo Banks Profit from MVC nfo
1to1 Magazine, October 2003 1to1 Magazine, October 2003
Services Use Word
Services Use Word
-
-
of
of
-
-
Body to Boost Brands
Body to Boost Brands
" "Brand Ambassadors Brand Ambassadors Sport Tattoos for Service Companies Sport Tattoos for Service Companies
Marketing News Marketing News, September 15, 2003 , September 15, 2003
Rip It from the HeadIines
Rip It from the HeadIines
Customer Resentment, Rage, Revenge
Customer Resentment, Rage, Revenge
" "Seller Beware: Customers Are Mad as Hell Seller Beware: Customers Are Mad as Hell
The Washington Post The Washington Post, September 9, 2003 , September 9, 2003
Man Against Machine
Man Against Machine
" "Welcome to Assisted Living Land, Folks! Welcome to Assisted Living Land, Folks!
The Washington Post The Washington Post, October 14, 2003 , October 14, 2003
" "An Act of Empathy: An Act of Empathy: ' 'Wit Wit' ' Star Seeks to Teach Star Seeks to Teach
Doctors the Lost Art of Conveying Emotions Doctors the Lost Art of Conveying Emotions
The Washington Post The Washington Post, October 21, 2003 , October 21, 2003
Hop into the Hype
Hop into the Hype
Example Opportunity: CRM
Example Opportunity: CRM
CRM s Like Teenagers and Sex:
CRM s Like Teenagers and Sex:
Everyone thinks everyone else is doing it Everyone thinks everyone else is doing it
Many of those who say they are doing it, aren Many of those who say they are doing it, aren' 't t really really
doing it doing it
Those who are doing it, for the most part, are doing it Those who are doing it, for the most part, are doing it
badly badly
Don
Don
'
'
t Forget Your ABC
t Forget Your ABC
'
'
s
s
Acronyms
Acronyms
CEM CEM
Collaborative Filtering & Rapid Prototyping Collaborative Filtering & Rapid Prototyping
Hiving Hiving
e e- -Servicescape Servicescape
Chats
Chats
CRMcommunity.com CRMcommunity.com
B2B B2B
Emotions Emotions
Cross Cross- -disciplinary Approach (e.g., SMPP) disciplinary Approach (e.g., SMPP)
Service Relationships
Service Relationships
Value in B2B and Over Time Value in B2B and Over Time
or
or
"
"
shelf
shelf
-
-
life
life
of a research topic?
of a research topic?
YO
YO
-
-
What
What
'
'
s hot? What
s hot? What
'
'
s not? Why?
s not? Why?
Who is the best candidate to be the Faith
Who is the best candidate to be the Faith
Popcorn of services marketing?
Popcorn of services marketing?