The interplay between face to face contact, e-mail and timing in driving up sales of loyalty schemes

The question of how best to contact high value customers, how often and when, is very important for customer relationship managers, particularly when it comes to the sale of loyalty-inducing schemes such as season tickets or membership schemes. Season tickets or annual memberships are an important source of revenue for many service-based organisations such as … Continue reading The interplay between face to face contact, e-mail and timing in driving up sales of loyalty schemes

November 2016 round up

This month was dominated by starting the new job. In the first half of the month, it was all about wrapping up various matters, saying good-byes, and the emptying the office at the previous job. Then, the second half, was about settling in at the new place. Amid all these changes, there were the following … Continue reading November 2016 round up

March 2016 round-up

This month felt very much like a Mad Hatter tea party, with quite a bit of nonsense, and weirdness, and twists and turns. At least there was a lot of tea. And cake. These are my highlights for the month that was. Tell me yours, in the comments below.   Researching I worked on a … Continue reading March 2016 round-up

New book: The Dark Side of CRM

I just received my copy of the book 'The Dark Side of CRM - Customers, relationships and management', which I co-edited with Bang Nguyen and Lyndon Simkin and can be ordered here. The book tackles the duplicitous practices and undesirable behaviours that affect the relationships between firms and customers. Building relationships with customers enables a firm to learn … Continue reading New book: The Dark Side of CRM

November round-up

This month was super-busy on the work front, with lots and lots of marking (dissertations), teaching, and planning for the next semester. Still, I managed to submit the journal article I was working on at the end of last month, and made good progress on two other projects. So, it was a good month, overall. … Continue reading November round-up

Graduation day

This morning my (former) PhD student, Faten Jaber, graduated – Dr Faten Jaber, actually. What a talented and incredibly driven young woman. I am so proud of her. Dr Jaber investigated the factors that affect successful adoption of Customer Relationship Management systems across different industries. The quality of her work was recognised at the Academy … Continue reading Graduation day