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From The McKinsey Quarterly.
Connecting
CRM systems for
better
customer service
Also
How IT can drive
business process reorganization:
An interview with the CIO
of Volkswagen
Web exclusive, September 2006.
Volkswagen chief information officer, Klaus Hardy Mühleck, has championed the
CIO's role as the arbiter of business process and enablement.
Splitting demand from supply
in IT . .
Can US auto suppliers
stay ahead of Chinese rivals?
Web exclusive, September 2005.
Chinese parts producers do have one advantage—cheap labor—but that isn’t
the whole game. From The McKinsey Quarterly.
The right
restructuring for US automotive suppliers
Web exclusive, October 2004. In
the next round of consolidation, scale should be a result of strategy—not a
strategy in its own right.
Making the most of
US auto distribution 2003 Number 1. US
dealers and manufacturers can—and must—collaborate in their own self-interest.
A "China Price" For Toyota
ONLINE EXTRA:
The New Boss Driving Toyota
From BusinessWeek.com, February 21, 2005
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Customer
Relationship Management
Improve specific capabilities or transform your marketing, sales
and service capabilities end-to-end.
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Customer Acquisition and Retention Solutions from Accenture
Volvo Construction Equipment:
B-to-B-to-C Website
Outlook Articles by
Industry
Automotive
Articles pertaining to topics in the automotive industry such as automotive
manufacturers and dealer channels.
Life in the Fast Lane
Point of View
Diagnosing potential trouble is the first step toward achieving high
performance
Technology: When Products
Talk
Telematics opens up a number of new possibilities for data mining,
cross-selling, and entirely new products and services that could be
developed with a better understanding of customer behavior.
Automotive
High-performance automotive businesses take volatile marketplaces in stride.
Practicing business insight and targeted action, they create both current and
future business value. Accenture is a preferred partner in delivering innovation
to drive change and enable high performance.
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Harvard Business School faculty dissect where
U.S. auto makers went wrong, and how they might
again get on the road to growth. From HBS
Alumni Bulletin.
Toyota's
reputation for
sustaining high
product quality
is legendary.
But the
company's
methods are not
secret. So why
can't other
carmakers match
Toyota's track
record? HBS
professor
Steven
Spear
says it's all
about problem
solving.

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Podcast: John Paul
MacDuffie on Car Trouble: From Higher Gas Prices to Hybrids, and
More..
Almost anyone who has been following the auto industry, especially in the
U.S., will agree that lately it has had a bumpy ride. For one thing, the
difficulties of GM and Ford have filled the headlines for several months now,
and there has been lots of speculation about how severe these problems are. In
addition, the auto parts maker Delphi, which was spun off from GM in 1999, is
now in the midst of bankruptcy proceedings and actively negotiating with both
the United Auto Workers union and GM. Yet another challenge is growing global
competition: Virtually all the Japanese brands are showing an increase in market
share in the U.S. And finally, questions continue to persist about advances in
technology, especially as they concern the new hybrid models.
John Paul MacDuffie,
a professor of management at Wharton and co-director of the International Motor
Vehicle Program, spoke about these issues with Knowledge@Wharton's Mukul Pandya
and Robbie Shell.
Auto Industry Consolidation:
Is There a New Model on the Horizon?
The turmoil and uncertainty
among auto manufacturers and their suppliers have left people wondering when a
shakeout can be expected. Two experts who follow the auto sector say
consolidation will take place among suppliers to a much greater extent than
among carmakers, which may not experience mergers and acquisitions at all in the
near term but will be engaged in ever-shifting strategic alliances and joint
ventures.
In particular, some
private-equity firms are hungrily eyeing auto supply companies for investment
opportunities, according to Wharton management professor
John Paul MacDuffie
and Christopher Benko, director of the PricewaterhouseCoopers Automotive
Institute in Detroit.
Aligning the Organization
with the Market: Focusing on 'The Customer's Total Experience'
Getting Close to the
Customer: Quantitative vs. Qualitative Approaches
Why Some Companies Succeed at
CRM (and Many Fail)
Marketers Turn to Metrics to
Measure the Impact of Their Initiatives: Knowledge@Wharton
Podcast: David Reibstein
on Marketing Metrics and Financial Performance
Introduction to Marketing
Metrics: How They Can Help You Make Better Business Decisions
May 19, 2006
Marketing Metrics:
Understanding Market Share and Related Metrics
May 26, 2006
Managing Customers as
Investments: The Strategic Value of Customers in the Long Run

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looking for opportunities to speed innovation, shorten product lifecycles,
reduce costs, and collaborate with new partners... all on a global basis. We can
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A
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Increasing Customer Value by
Integrating Data Mining and Campaign Management Software
www.thearling.com
As a database marketer, you understand that some customers present much greater
profit potential than others. But, how will you find those high-potential
customers in a database that contains hundreds of data items for each of
millions of customers?
Europe, Middle East, Africa l
Marrying Market Research and Customer Relationship Marketing
Saïd Business School & Ipsos UK
This paper builds on previous research to demonstrate the power of marrying
together market research data and existing loyalty card data in improving
promotional marketing.
Why the Controversy Over ROI
From ERP?
R. Michael Donovan & Associates
Positive ROI comes from changing the way business was performed to more
streamlined, faster and lower cost processes that better serve the needs of the
customer.
Case Study: Implementing
Manufacturing Performance Measures
The Decision Group
Measuring the specific quality problems within a manufacturing process can lead
to significant improvements in quality, productivity, waste, and customer
service.
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From Business Finance Mag.com
BPM Software Buyer's Guide
Our Server
Over the past year, the BPM industry has grown substantially, creating new
questions for buyers in search of the best solution for meeting their needs.
After reading the article
Progress in the BPM
Marketplace Breeds Complexity, be sure
to check out the
BPM Software Buyer's Guide,
updated for 2005.
Annual Business Performance
Management Software Buyers Guide
by Craig Schiff
Companies that are ready to invest in -- or upgrade -- BPM software can find
up-to-date, detailed information about available BPM products and learn what
they can expect from recent market changes.
(Business Finance, January 2007, p.34)
Supplement: Innovations in
Finance
CFOs Best Solutions, How World-Class Companies Achieve Optimum Performance
(Business Finance, December 2006)
Beyond Finance: BPM Breaks
Out
by Tad Leahy
Winners of the 10th annual Business Finance Vision Awards for Excellence
in Business Performance Management prove that, in the hands of world-class
companies, this tool offers value far beyond the boundaries of finance.
(Business Finance, December 2006, p.16) |