The Compliance Business and Its Customers Gaining Competitive Advantage by Controlling Your Customers

by Kasabov, Edward; Warlow, Alex

• ISBN13: 9780230284197
• ISBN10: 0230284191
• Format: Hardcover
• Copyright: 2012-11-27
• Publisher: Palgrave Macmillan

Summary

In recent years, businesses taking advantage of market deregulation and internet technology have broken traditional marketing norms and customer management practices. These businesses can offer lower prices coupled with exceptional customer service. This book analyzes how these compliance-centered businesses have become so successful.

Author Biography

EDWARD KASABOV is Lecturer of Marketing at the University of Bath, School of Management, UK. He is an ESRC/EPSRC Advanced Institute of Management Research Fellow and has previously lectured in the UK at Cardiff University, Trinity College Dublin, Dublin Institute of Technology, National University of Ireland-Cork, Cork College of Commerce, and Coventry University.ALEX J. WARLOW is Director of Noridol Ltd., a Marketing Consultancy, and a Fellow of the Institute of Direct Marketing. 

Table of Contents

PART I: HOW DID IT ALL COME ABOUT?
Historical Development
Types of Businesses
PART II: THE REACTION!
Misunderstanding and Negative Reaction
Resistance to Building Software Managed Systems
PART III: THE TECHNOLOGY
Automated Computerised Systems and How They Work
Automated Marketing
Building Databases
Integrating with Other Media, TV, E-mail, Mobile Phone
PART IV: INNOVATIONS IN MANAGEMENT STRATEGY
Extensive Use of Merchant Partners and Link Marketing
Willingness to Integrate Systems with Customers, Suppliers and Partners
High Levels of Reliability, Punctuality, Rapid Response
Flat Management Structures, Openness and Democratisation
Front-line Personnel
Enabling Staff
Innovative Ways of Financing Businesses
PART V: MARKETING INNOVATIONS
Fast Reaction to Market Changes
Systems for Service Recovery and Complaint Management
Relations and Long-term Loyalty
PART VI: THE FUTURE AND ITS IMPACT
Future Development and Effects on Society
The Growth of Worldwide Databases
Automated Compliance Systems
The Importance of Social Networking Sites