A Protocol for Customer Relationship Management Implementation and Evaluation. In 2001, companies worldwide invested US$20 billion (US$125 billion by 2004) in Customer Relationship Management (CRM). Despite the magnitude of this investment, the general consensus among practitioners is that most CRM systems have failed to live up to expectations. This is somewhat alarming, given that the theoretical underpinnings of relationship management are both well developed and intuitively sound. This pr ....A Protocol for Customer Relationship Management Implementation and Evaluation. In 2001, companies worldwide invested US$20 billion (US$125 billion by 2004) in Customer Relationship Management (CRM). Despite the magnitude of this investment, the general consensus among practitioners is that most CRM systems have failed to live up to expectations. This is somewhat alarming, given that the theoretical underpinnings of relationship management are both well developed and intuitively sound. This project investigates the contradiction between relationship theory and CRM practice. It will identify and synthesise critical factors in the success or failure of attempts to implement CRM as a preliminary stage to developing a protocol for successful CRM implementation and evaluation.Read moreRead less
Building Better Brands: A Study of Australian Organizations and Consumers. The study is the first to be undertaken in the world to develop a knowledge management system of brand development and management. It focuses on understanding how branding strategies increase the competitiveness of Australian industry. The study also explores linkages of branding strategy to consumer perceptions of brand value. The model is firmly placed in a global market context, contrasting domestic, exported and im ....Building Better Brands: A Study of Australian Organizations and Consumers. The study is the first to be undertaken in the world to develop a knowledge management system of brand development and management. It focuses on understanding how branding strategies increase the competitiveness of Australian industry. The study also explores linkages of branding strategy to consumer perceptions of brand value. The model is firmly placed in a global market context, contrasting domestic, exported and imported brands. The focus is strongly orientated toward improving Australia's competitiveness and global performance. This study is vital as the economic superiority of strong nations is evident in the value and strength of their industries' brands.Read moreRead less
An investigation into consumer perspectives on emotional, attitudinal and behavioural loyalty. Attracting and retaining loyal customers is central to the economic viability of organisations. Yet, scholars have not resolved how to define brand loyalty, what contributes to brand loyalty for different services, products and industries over time nor the appropriate application of brand loyalty measures in different contexts. Current conceptualisations overlook the role of emotion and its relations ....An investigation into consumer perspectives on emotional, attitudinal and behavioural loyalty. Attracting and retaining loyal customers is central to the economic viability of organisations. Yet, scholars have not resolved how to define brand loyalty, what contributes to brand loyalty for different services, products and industries over time nor the appropriate application of brand loyalty measures in different contexts. Current conceptualisations overlook the role of emotion and its relationship with the other dimensions of brand loyalty. The proposed project will be the first application of a prototype approach and one of the few studies to use quantitative longitudinal research techniques to further understanding of what brand loyalty is and how it develops.Read moreRead less
The Impact of Customer-Focused Business Strategies on Organisational Performance in a Professional Service Context. The study poses important new questions about the impact well-established customer marketing approaches, such as value, have, within a professional service environment. It is unclear whether organisations focus on such concepts when developing strategy and, if so, how they use them when formulating strategy and this will be investigated. A second question, which is of academic and ....The Impact of Customer-Focused Business Strategies on Organisational Performance in a Professional Service Context. The study poses important new questions about the impact well-established customer marketing approaches, such as value, have, within a professional service environment. It is unclear whether organisations focus on such concepts when developing strategy and, if so, how they use them when formulating strategy and this will be investigated. A second question, which is of academic and practical importance, is the impact such strategies have on organisational performance, and this will also be examined. Understanding the link between strategy and organisational performance is vital as managers have difficulty assessing the relevance of their marketing activities.Read moreRead less
Intelligent CRM through Conjoint Data Mining of Heterogeneous Sources. This project aims to investigate and develop techniques to improve customer relationship management (CRM) for public and private organisations. It aims to develop an intelligent framework to assist in adaptive marketing and management of customers. The framework is designed to manage multiple information resources for information sharing, and to synthesise knowledge through visualisation. Intended outcomes are standardised XM ....Intelligent CRM through Conjoint Data Mining of Heterogeneous Sources. This project aims to investigate and develop techniques to improve customer relationship management (CRM) for public and private organisations. It aims to develop an intelligent framework to assist in adaptive marketing and management of customers. The framework is designed to manage multiple information resources for information sharing, and to synthesise knowledge through visualisation. Intended outcomes are standardised XML profiles for the different data sets and business processes, novel techniques for conjoint mining of structured and semi-structured data, and adaptive business intelligence techniques. The results will be validated using large real-world data sets provided by the partner organisation.Read moreRead less
A Study of Dynamic Capabilities in Australian and US Born Global Firms. Government policy recommendations for internationalising resources-constrained small and medium firms will be made. Practitioners will be informed of feasible paths for early and rapid internationalisation. Yet-to-internationalise small and medium enterprises will be advised on how to acquire, reconfigure and use capabilities to achieve positional advantages in international markets. The Australian and international academi ....A Study of Dynamic Capabilities in Australian and US Born Global Firms. Government policy recommendations for internationalising resources-constrained small and medium firms will be made. Practitioners will be informed of feasible paths for early and rapid internationalisation. Yet-to-internationalise small and medium enterprises will be advised on how to acquire, reconfigure and use capabilities to achieve positional advantages in international markets. The Australian and international academic community will be better informed of born global internationalisation, enriching teaching and learning practices in entrepreneurship, international business, international marketing, strategic management and small business management.
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Turning Under-Used Geo-Referenced Data Sources into Business Success. This project focuses on market segmentation and planning strategy through the development of under-used geo-referenced data sources. Specifically, the project seeks to combine two key market intelligence software tools (Geographical Information Systems (GIS) and Data Mining Systems) with the primary focus being on the Australian automobile industry. Spatial data mining approaches will be used to sift through massive volumes o ....Turning Under-Used Geo-Referenced Data Sources into Business Success. This project focuses on market segmentation and planning strategy through the development of under-used geo-referenced data sources. Specifically, the project seeks to combine two key market intelligence software tools (Geographical Information Systems (GIS) and Data Mining Systems) with the primary focus being on the Australian automobile industry. Spatial data mining approaches will be used to sift through massive volumes of data, uncover patterns, and generate knowledge through effective database management techniques. This research will open new inter-disciplinary frontiers between marketing and GIS, with the outcomes expected to provide valuable information for decision makers at the academic, industry and governmental levels.Read moreRead less
The Value of CSR to Close Stakeholders: A Discrete Choice Modelling Approach. Increasingly corporations are being called to account for their social impact, not just reactively in the sense of compliance but also proactively to the degree that they are seen to be socially innovative. This project is important in assessing the degree to which such pressure is both warranted and effective. It is one thing for a society to wish that its corporations act in socially responsible ways, but quite anot ....The Value of CSR to Close Stakeholders: A Discrete Choice Modelling Approach. Increasingly corporations are being called to account for their social impact, not just reactively in the sense of compliance but also proactively to the degree that they are seen to be socially innovative. This project is important in assessing the degree to which such pressure is both warranted and effective. It is one thing for a society to wish that its corporations act in socially responsible ways, but quite another if employees, investors, analysts and customers do not respond positively to such initiatives.Read moreRead less
The Marketing Performance of International Subsidiaries Post Merger and Acquisition. Globalisation is a fact of life, illustrated by Australia's attempt to establish a free trade agreement (FTA) with the US and current FTAs with Singapore and Thailand. It is imperative that Australia finds out why and how its firms perform after they have been taken over or merged with a foreign firm. Especially if the Australian firm is export active, because if the Australian firm starts to perform poorly afte ....The Marketing Performance of International Subsidiaries Post Merger and Acquisition. Globalisation is a fact of life, illustrated by Australia's attempt to establish a free trade agreement (FTA) with the US and current FTAs with Singapore and Thailand. It is imperative that Australia finds out why and how its firms perform after they have been taken over or merged with a foreign firm. Especially if the Australian firm is export active, because if the Australian firm starts to perform poorly after it has been merged/acquired by the foreign firm this could have a negative impact on Australia's Balance of Payments/Balance of Trade thereby making a study of this type most timely.Read moreRead less
Transforming Primary Healthcare Service Delivery: A Digital-Human Approach. This project aims to address the urgent need for a transformational shift in thinking and actions in primary healthcare service delivery. Primary care clinics, the front door of Australia's healthcare, are under considerable strain. By using a four-phase mixed methodology design across four Australian states, this project expects to generate a national evidence-based framework which takes a dual approach combining the us ....Transforming Primary Healthcare Service Delivery: A Digital-Human Approach. This project aims to address the urgent need for a transformational shift in thinking and actions in primary healthcare service delivery. Primary care clinics, the front door of Australia's healthcare, are under considerable strain. By using a four-phase mixed methodology design across four Australian states, this project expects to generate a national evidence-based framework which takes a dual approach combining the use of digital technology with humanness. Expected outcomes include the development of an Australian-first evidence-based digital resource kit, including two new tools, and a new co-designed roadmap to better facilitate this important change journey to enhance patient experience, employee wellbeing and clinic performance.
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