Cranfield School of Management

CRANFIELD CENTRE FOR STRATEGIC MARKETING AND SALES

Cranfield Customer Management Forum - Document Library

Below are some short downloadable articles on the Forum’s work.

   

                     Achieving Experience Excellence Professor Moira Clark and Alex Garrett        
February 2009

                                  

                     Uncovering the Customer Experience Mystery       Susan Edwards-Aisuebeogun, Hester Stuart- Menteth           

                     June 2008                                                                      and Professor Hugh Wilson  

                    

                     First Direct case                                                            Alex Garrett, Roopalee Dave, Professor Hugh             

                     November 2007                                                            Professor Moira Clark

                

                     What makes a great customer experience             Dr Fred Lemke, Professor Hugh Wilson and                

                    January 2007                                                                 Professor Moira Clark

            

                     CRM Transformation - DVLA Case Study               Peter Mouncey                                                                    

                     January 2006  

    

                     Developing Multichannel Strategy                            Dr Stan Maklan and Professor Hugh Wilson                 

                     February 2006 

    

                     IBM Route to Market Strategy                                     Alex Garrett and Professor Hugh Wilson                       

                     March 2005   

       

                     Channel Innovation at BT                                           Dr Stan Maklan and Professor Hugh Wilson                 

                     January 2005  


                        


Further documents for members

Members can access further in-depth help on customer management issues from the case studies and white papers in the Members’ Area. Members please note that you need a password for access to this Members’ Area: please ask your company’s main contact or ask Forum administrator Yvonne Thompson on yvonne.thompson@cranfield.ac.uk or +44(0)1234 751122.


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