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Showing papers on "Customer relationship management published in 1991"


Journal ArticleDOI
TL;DR: The authors examines the advertising agency-client relationship, revealing that active relationship management today requires more effort than the traditional account manager-advertising department linkage, and that understanding the types of advertising tasks and the roles played by decision-makers allows today's managers to develop appropriate communication strategies important in maintaining this service relationship.
Abstract: Borrowing concepts from both services and industrial marketing, this paper examines the advertising agency-client relationship, revealing that active relationship management today requires more effort than the traditional account manager-advertising department linkage. Understanding the types of advertising tasks and the roles played by decision-makers allows today's managers to develop appropriate communication strategies important in maintaining this service relationship. Managerial implications and recommendations for other service agencies are discussed as well.

34 citations


Book ChapterDOI
07 Oct 1991
TL;DR: An application search method is presented which helps generate business ideas based on information technology by opposing a categorized list of business functions to a typology of information technologies.
Abstract: An application search method is presented which helps generate business ideas based on information technology by opposing a categorized list of business functions to a typology of information technologies. Each of the three steps of the method is first illustrated by the example of a textile mill’s customer relations and then described in general. Special attention is paid to the development of ideas for interorganizational information systems.

9 citations


Journal ArticleDOI
TL;DR: In this paper, the conceptual issues associated with using the salesforce to collect information and reports results of an empirical study which examined the accuracy of salesforce information, concluding that a majority of salespeople are inaccurate.
Abstract: Logistics managers need to collect timely and accurate data on customers′ needs, as well as customer perceptions of the firm′s and competitors′ performance levels. Today, a large number of companies collect this from their salesforce – a good, inexpensive and timely source of customer and competitive information but caution is needed since a majority of salespeople are inaccurate. Reviews the conceptual issues associated with using the salesforce to collect information and reports results of an empirical study which examined the accuracy of salesforce information.

7 citations


Patent
24 Sep 1991
TL;DR: In this article, the authors propose a system for segmentation of a customer from transaction data with respect to customer management, which facilitates sales plan framing and an analysis, to improve the efficiency of a segmentation work, and to shorten the time for operating a result.
Abstract: PURPOSE:To facilitate sales plan framing and an analysis, to improve the efficiency of a segmentation work, and to shorten the time for operating a result, with respect to the system for performing the segmentation of a customer from transaction data with respect to the customer management. CONSTITUTION:By means of customer attribute data 1, customer transaction data 2, and segment condition data 3 which is inputted and set, the customer segmentation by a processing part 4 is performed. According to this customer management system, its result is contained as a segment record 5, and at the time of executing the processing concerned, data for executing sales plan framing and an analysis is fetched to a display part 6 and an output part 7 by a work instruction from an input part 8.

2 citations


Patent
25 Apr 1991
TL;DR: In this article, the authors proposed a method to perform customer management by collecting purchase data classified by every customer by providing a prepaid card processing means and a tabulation output means, which is called tabulation content.
Abstract: PURPOSE:To perform customer management by collecting purchase data classified by every customer by providing a prepaid card processing means and a tabulation output means. CONSTITUTION:The prepaid card processing means 2a and the tabulation output means 1 are provided, and a prepaid card C on which balance information and a customer code are attached is received, and the update of the balance information is performed by subtracting an amount equivalent to purchase goods from the prepaid card C, and the information of the purchase goods is stored and outputted by conforming to the customer code, and outputted information of the purchase goods and customer code are tabulated, and a tabulation content is outputted. In such a way, it is possible to perform the customer management by collecting the purchase data classified by every custom er.

2 citations


Patent
14 Mar 1991
TL;DR: In this paper, the work of a sales store is simplified by reading out the barcode of a main card or the bar-code of jib card of a customer register by a barcode reader at the time of reading out a customer, and processing the subsequent work in accordance with this read barcode.
Abstract: PURPOSE:To simply the work by reading out the bar-code of a main card or the bar-code of jib card of a customer register by a bar-code reader at the time of reading out a customer, and processing the subsequent work in accordance with this read bar-code. CONSTITUTION:The bar-code 11 of a main card 10 is read by using a bar-code reader 31, and from a host computer 40, information of a customer is displayed on a display device 35 of a terminal equipment 30. In the case the customer does not carry the main card 10 with him, the jib card 20B of the customer stuck to a customer register 60 is looked for from the name and telephone number of the customer, the bar-code 21 of a looked-for jib card 20 is read by using the bar-code reader 31, and from the host computer 40, the information of the customer is displayed on the display device of the terminal equipment 30. Thereafter, the received money processing, etc., are executed, while allowing them to correspond to the read bar-code. In such a way, the work of a sales store is simplified without spoiling the service to the customer.

2 citations


Patent
12 Apr 1991
TL;DR: In this paper, a card reader and a touch panel input device are used as the input terminals connected to an input interface, and the device inputs the types and the attributes of commodities kept for customers to a CPU via the interface.
Abstract: PURPOSE:To easily obtain the necessary customer information, prices, finishing dates, etc., by providing a card reader and a data input means at the input side and storing the customer information, the commodity information, the price setting standard information, the finishing date setting standard information, etc., into a data base. CONSTITUTION:A card reader 11 and a touch panel input device 12 are used as the input terminals connected to an input interface 1. The device 12 inputs the types and the attributes of commodities kept for customers to a CPU 2 via the interface 1. A data base 3 stores the customer information, the commodity information, the price information, the finishing date information, the tag No information, and the result information in the memories 31-36 respectively. Thus the necessary customer information, the prices, the finishing dates, etc., can be easily obtained just by inputting the customer code information and the commodity information via an input means. Then the claim checks, etc., can be quickly and accurately issued.

1 citations


Journal ArticleDOI
TL;DR: Eight methods that employers can use to translate expectations into actions are presented, which include education and training of workers, communication of expectations and providing prompt feedback.
Abstract: Motivating employees to care about the quality of the services they provide is an essential ingredient in quality improvement. In this article the author presents eight methods that employers can use to translate expectations into actions. Becoming aware of what today's employees want is the first step; money and job security are not as important as respect, challenging work that shows results, and managers who listen. Since customer relations mirror management's attitudes toward employees, caring about staff is basic in a quality service organization. Education and training of workers are also crucial, as are communication of expectations and providing prompt feedback. Employees also need reward and recognition. Hiring the right people is another necessity for quality service. Finally, managers must be leaders who can articulate values and the organization's vision in order to enlist employees in the cause of quality service.

1 citations