Sandy D. Jap

Industry Examples

Retail

Smart Data, Smart Decisions, Smart Profits: The Retailers' Advantage, McKinsey on Retail

CRM in the Retail Industry, (2002)

CRM in Retail Revisited, (2003)

Financial Services

CRM in Financial Services

CRM in the Insurance Industry

CRM Strategies in Financial Services (2004), This is a 152 page report.

Banks get customers' numbers (2002) - News & Observer article about NC banks computing customer lifetime value.

CRM in Banking (2001) - A white paper from SAS.

Pharma/Healthcare

CRM in the Pharmaceutical Industry, (2003)

Making More of Pharma's Sales Force (2002) - McKinsey Quarterly

Pharmaceutical Firms: Customer Focused and Primed for Growth (2001) - Report from IBM Global Service

Various Firms

CRM at Hard Rock Cafe - 2002 Gartner Report

CRM at Audi - 2004 Gartner Report

Various Industries

CRM in the Automotive Industry (2003)

CRM in the Pharmaceutical Industry (2003)

Pharmaceutical Firms: Customer Focused and Primed for Growth (2001) - Report from IBM Global Services

CRM in the Air (2002) - McKinsey Quarterly article on CRM for the airlines

CRM in Government (2003)

Various Contexts

CRM in a Down Economy (2001) - Hopefully not something we need anytime soon!

CRM in Asia (2002)

Strategic CRM Initiatives

Customer Retention is not enough (2002) - McKinsey Quarterly article

Connecting the Dots on Cross-Selling (2003) - PC Magazine

Predicting Churn (2001) - A white paper from SAS focusing on telecom.

Building Profitable Customer Relationships with Data Mining - An SPSS white paper.

Loyalty and Loyalty Programs

The Soft Side of Loyalty (2004)

The Yin and Yang of Loyalty Marketing (2004)

The Philosophy of Rewards (2005)

Exit Lines; How to End Your Loyalty Program in Five Acts (2005)

A Question of Loyalty (2005)

The Dual Nature of B2B Customers (2004)

Show Me The Loyalty (2004)

Best Practices in Loyalty Marketing (2004)