Profitable Customer Management: A Study in Retail Banking

The increasing focus of relationship marketing and customer relationship management (CRM) studies on issues of customer profitability has led to the emergence of an area of research on profitable customer management. Nevertheless, there is a notable lack of empirical research examining the current practices of firms specifically with regard to the profitable management of customer relationships according to the approaches suggested in theory. This thesis fills this research gap by exploring profitable customer management in the retail banking sector. Several topics are covered, including marketing metrics and accountability; challenges in the implementation of profitable customer management approaches in practice; analytic versus heuristic (‘rule of thumb’) decision making; and the modification of costly customer behavior in order to increase customer profitability, customer lifetime value (CLV), and customer equity, i.e. the financial value of the customer base. The thesis critically reviews the concept of customer equity and proposes a Customer Equity Scorecard, providing a starting point for a constructive dialog between marketing and finance concerning the development of appropriate metrics to measure marketing outcomes. Since customer management and measurement issues go hand in hand, profitable customer management is contingent on both marketing management skills and financial measurement skills. A clear gap between marketing theory and practice regarding profitable customer management is also identified. The findings show that key customer management aspects that have been proposed within the literature on profitable customer management for many years, are not being actively applied by the banks included in the research. Instead, several areas of customer management decision making are found to be influenced by heuristics. This dilemma for marketing accountability is addressed by emphasizing that CLV and customer equity, which are aggregate metrics, only provide certain indications regarding the relative value of customers and the approximate value of the customer base (or groups of customers), respectively. The value created by marketing manifests itself in the effect of marketing actions on customer perceptions, behavior, and ultimately the components of CLV, namely revenues, costs, risk, and retention, as well as additional components of customer equity, such as customer acquisition. The thesis also points out that although costs are a crucial component of CLV, they have largely been neglected in prior CRM research. Cost-cutting has often been viewed negatively in customer-focused marketing literature on service quality and customer profitability, but the case studies in this thesis demonstrate that reduced costs do not necessarily have to lead to lower service quality, customer retention, and customer-related revenues. Consequently, this thesis provides an expanded foundation upon which marketers can stake their claim for accountability. By focusing on the range of drivers and all of the components of CLV and customer equity, marketing has the potential to provide specific evidence concerning how various activities have affected the drivers and components of CLV within different groups of customers, and the implications for customer equity on a customer base level.

Water Management in Cambodia Resources and Relations

In Cambodia, water has a special purpose as a source of life and livelihoods. Along with agriculture, fishing and forest use, industry, hydropower, navigation and tourism compete for the water resources. When rights and responsibilities related to essential and movable water are unclear, conflicts emerge easily. Therefore, water management is needed in order to plan and control the use of water resources. The international context is characterized by the Mekong River that flows through six countries. All of the countries by the river have very different roles and interests already depending on their geographical location. At the same time, water is also a tool for cooperation and peace. Locally, the water resources and related livelihoods create base for well-being, for economical and human resources in particular. They in turn are essential for the local people to participate and defend their rights to water use. They also help to construct the resource base of the state administration. Cambodia is highly dependent on the Mekong River. However, Cambodia has a volatile history whose effects can be seen for example in population structure, once suspended public institutions and weakened trust in the society. Relatively stable conditions came to the country as late as in the 1990s, therefore Cambodia for example has a weak status within the Mekong countries. This Master s thesis forms international, national and local interest groups of water use and analyzes their power relations and resources to affect water management. The state is seen as the salient actor as it has the formal responsibility of the water resources and of the coordination between the actions of different levels. In terms of water use this study focuses on production, in management on planning and in power relations on the resources. Water resources of Cambodia are seen consisting of the Mekong River and Tonle Sap Lake and the time span of the study is between the years 1991 and 2006. The material consists of semi-structured interviews collected during summer 2006 in Finland and in Cambodia as well as of literature and earlier studies. The results of the study show that the central state has difficulties to coordinate the actions of different actors because of its resource deficit and internal conflicts. The lessons of history and the vested interests of the actors of the state make it difficult to plan and to strengthen legislation. It seems that the most needed resources at the central state level are intangible as at the village level instead, the tangible resources (fulfilling the basic needs) are primarily important. The local decision-making bodies, NGOs and private sector mainly require legislation and legitimacy to support their role. However, the civil society and the international supporters are active and there are possibilities for new cooperation networks. Keywords: Water management, resources, participation, Cambodia, Mekong

El doctor Elías Luque : un médico rosarino

Dado el carácter de esta sección dedicada a la recuperación de testimonios y documentos que hacen al patrimonio material e intangible de nuestro pasado, reproducimos en las próximas páginas un manuscrito de uno de los más destacados profesionales de la medicina de Rosario. El Dr. Elías Luque se desempeñó como médico clínico en nuestra ciudad durante la primera mitad del siglo pasado. Su labor profesional puede ser apreciada en instituciones médicas como el Policlínico San José del Círculo de Obreros o La Popular, institución de socorros para enfermos que se encontraron bajo su dirección, entre otras entidades sanitarias rosarinas...

Towards measuring the impact of information availability on maintenance decisions

Decisions concerning maintenance have become increasingly important and requires a diverse set of information as systems become more complex. The availability of information has an impact on the effectiveness of these decisions, and thus on the performance of the asset. This paper highlights the importance of quantifying the value of information on maintenance decisions and asset performance. In particular, we emphasise the need to focus on measuring value as opposed to cost of maintenance, which is the current practice. In this direction, we propose a measure - Value of Ownership (VOO) - to assess the value of information and performance of maintenance decisions throughout an assets lifecycle. © 2009 IFAC.

El abastecimiento de agua corriente en la ciudad de Córdoba (1900-1910) : continuidad y cambio en la gestión

Resumen: Desde un punto de vista general el agua es definida en la actualidad como un recurso natural no renovable en cantidad, recuperable en calidad y con posibilidad de nuevo uso (re-uso) en continua mutación dentro del ciclo hidrológico. A la vez posee las categorías de bien común como elemento esencial para la vida humana y que como tal no tiene precio, y de recurso hídrico con dimensión económica como insumo, que supone un valor mensurable. Los recursos hídricos y su gestión forman parte de la administración pública, como pueden serlo la energía o la salud. La organización adecuada de un servicio, y las formas institucionales a través de las que se presta, varían de acuerdo a las épocas, los costes tecnológicos, los de distribución, organización y regulación, resultando un aspecto importante del análisis la implementación y funcionamiento del servicio público. Atendiendo a estos aspectos teóricos, este trabajo continua con la problemática del abastecimiento de agua corriente en la ciudad de Córdoba, ahora en la primera década del siglo XX, manteniendo el supuesto de que las dificultades para el abastecimiento de agua obedecen a razones de orden natural, a dificultades económicas y a enfrentamientos políticos, en el marco de un Estado que aún posee limitaciones de índole institucional y administrativo, por lo cual intervendrán el gobierno provincial y Nacional para la concreción de las obras de salubridad, en una ciudad y un país enrolados en el proceso de modernización impulsado por el deseo de adecuación al modelo de vida europeo. Seguimos analizando las fuentes inéditas del Archivo Histórico Municipal de Córdoba, fuentes oficiales editas, publicaciones periódicas y bibliografía tanto general como específica.

La persona humana en el Código Civil y Comercial, artículos 17 y 19 : una reflexión filosófica

El rasgo sobresaliente de nuestra situación contemporánea consiste en que ésta se halla penetrada –de una manera cada vez más amplia y más profunda– por el impacto de las diversas tecnologías y, en relación con el interés de nuestro tema, por las tecnologías biomédicas. En esta ocasión quisiéramos iniciar nuestra reflexión señalando el antecedente prestigioso y hondamente significativo de la cuestión del hombre en el pensamiento trágico de Sófocles, en su tragedia Antígona, y prolongar esta reflexión en el examen de dos trabajos contemporáneos y convergentes en su preocupación filosófica y humanística escritos –en dos momentos históricos diversos– por: Günther Anders, en lengua alemana, traducido después al español y, finalmente, José Ignacio Murillo, en español. Se trata aquí de exponer lo esencial de los trabajos de ambos estudiosos citados a fin de iluminar el tema de nuestra presentación. Este hecho nos hace inmediatamente deudores de sus mejores ideas y de su peculiar penetración en un asunto de continua actualidad: la dignidad intangible de la persona humana en los más diversos ángulos de consideración posible, en su relación inevitable con el impacto de las tecnologías en curso, las cuales afectan nuestra vida en múltiples dimensiones y significados.

Demand for Cultural Heritage

Prepared for the Handbook of the Economics of Cultural Heritage. Forthcoming in Edgard Elgar Publisher. Anna Mignosa and Ilde Rizzo (editors)

Monte Carlo Valuation of natural gas investments

This paper deals with the valuation of energy assets related to natural gas. In particular, we evaluate a baseload Natural Gas Combined Cycle (NGCC) power plant and an ancillary instalation, namely a Liquefied Natural Gas (LNG) facility, in a realistic setting; specifically, these investments enjoy a long useful life but require some non-negligible time to build. Then we focus on the valuation of several investment options again in a realistic setting. These include the option to invest in the power plant when there is uncertainty concerning the initial outlay, or the option's time to maturity, or the cost of CO2 emission permits, or when there is a chance to double the plant size in the future. Our model comprises three sources of risk. We consider uncertain gas prices with regard to both the current level and the long-run equilibrium level; the current electricity price is also uncertain. They all are assumed to show mean reversion. The two-factor model for natural gas price is calibrated using data from NYMEX NG futures contracts. Also, we calibrate the one-factor model for electricity price using data from the Spanish wholesale electricity market, respectively. Then we use the estimated parameter values alongside actual physical parameters from a case study to value natural gas plants. Finally, the calibrated parameters are also used in a Monte Carlo simulation framework to evaluate several American-type options to invest in these energy assets. We accomplish this by following the least squares MC approach.

Carne e bits : reflexões sobre a indiscernibilidade das fronteiras entre mentes e máquinas e os sistemas cognitivos híbridos

Faz reflexões sobre as várias formas de relação entre sujeitos e objetos-técnicos, com ênfase para a utilização dos computadores digitais e, particularmente, os softwares chamados agentes inteligentes. Analisa o espaço e suas mudanças qualitativas na atualidade, a partir do conceito do espaço como produção humana, analisando como as transformações em curso no ambiente afetam nossas subjetividades e, reciprocamente, como afetamos nossos ambientes. Discutidas as possibilidades de sobrevivência do homem nu nesses novos espaços, sem que esteja devidamente atualizado com as últimas novidades tecnológicas - próteses sensoriais e motoras. Perpassa a discussão sobre o pensamento que se utiliza do espaço como elemento constituinte do próprio pensamento e reflete sobre o espaço abstrato por excelência, os mundos virtuais. Discute o padrão de apropriação de artefatos pelo homem e seus efeitos na subjetividade, a manutenção do padrão de apropriação dos objetos-técnicos materiais em relação às formas de apropriação dos objetos-técnicos intangíveis (softwares). Traz reflexões sobre a possibilidade de autonomização completa dos agentes inteligentes e a sua instituição, ipso facto, como agentes - a chamada Inteligência Artificial.

La gestión de marketing de ciudades y áreas metropolitanas: de la orientación al producto a la orientación al marketing

Ponencia aceptada y defendida en el XVI Congreso Nacional y XII Hispano-Francés de AEDEM, celebrado en Alicante, en junio de 2002.

Kukuxumusu

[ES] Kukuxumusu S.L. es una organización que se dedica a la comercialización de dibujos que cuentan cosas en diferentes soportes de calidad para que sean comprados, usados y disfrutados por personas de toda edad, sexo y condición, que buscan en una camiseta, una taza, un llavero, etc., mensajes divertidos, originales y diferentes. Kukuxumusu desarrolla su actividad en los mercados del souvenir y del regalo. En el caso se analiza la estrategia global de comercialización seguida por Kukuxumusu en relación a su gama de productos, los canales de distribución y los instrumentos de comunicación que utiliza. Desde sus inicios en el año 1989 con la venta callejera de camisetas en las fiestas de San Fermín, Kukuxumusu se ha ido consolidando como una empresa con una sólida cultura corporativa, que ha ido creciendo aprovechando las oportunidades ofrecidas por las nuevas tecnologías y que tiene como bazas más importantes su gestión de marca y la diferenciación basada en aspectos intangibles.

Annual report 2000 - North Pacific Marine Science Organization (PICES). Ninth meeting, Hakodate, Hokkaido, Japan, October 20-28, 2000

Report of Opening Session (pdf 42 KB) Report of Governing Council Meetings (pdf 70 KB) Reports of Science Board and Committees: Science Board (pdf 57 KB) Biological Oceanography Committee (pdf 43 KB) Working Group 14: Effective Sampling of Micronekton Advisory Panel on Marine birds and mammals Fishery Science Committee (pdf 31 KB) Working Group 16 on Implications of Climate change to Fisheries Management Marine Environmental Quality Committee (pdf 47 KB) Working Group 8: Practical Assessment Methodology Working Group 15 on Ecology of Harmful Algal Blooms (HABs) in the North Pacific Physical Oceanography and Climate Committee (pdf 41 KB) Working Group 13: CO2 in the North Pacific Implementation Panel on the CCCC Program (pdf 120 KB) BASS Task Team Advisory Panel on Iron Fertilization Experiment MODEL Task Team MONITOR Task Team Advisory Panel on Continuous Plankton Recorder Survey in the North Pacific REX Task Team Technical Committee on Data Exchange (pdf 24 KB) Finance and Administration: Report of the Finance and Administration Committee (pdf 49 KB) Assets on 31st of December, 1999 Income and Expenditures for 1999 Budget for 2001 Report of the Fund-Raising Committee (pdf 20 KB) Composition of the Organization (pdf 27 KB) List of Participants (pdf 94 KB) List of Acronyms (pdf 13 KB)

Annual report 1999 - North Pacific Marine Science Organization (PICES). Eighth meeting, Vladivostok, Russia, October 8-17, 1999

Report of Opening Session (pdf 124 KB) Report of Governing Council Meetings (pdf 67 KB) Reports of Science Board and Committees: Science Board (pdf 56 KB) Biological Oceanography Committee (pdf 27 KB) Fishery Science Committee (pdf 53 KB) Working Group 12: Crabs and Shrimps Marine Environmental Quality Committee (pdf 92 KB) Working Group 8: Practical Assessment Methodology Physical Oceanography and Climate Committee (pdf 64 KB) Working Group 13: CO2 in the North Pacific Implementation Panel on the CCCC Program (pdf 51 KB) Technical Committee on Data Exchange (pdf 31 KB) Publication Committee (pdf 21) Finance and Administration: Report of the Finance and Administration Committee (pdf 40 KB) Assets on 31st of December, 1998 Income and Expenditures for 1998 Budget for 2000 Composition of the Organization (pdf 27 KB) List of Participants (pdf 94 KB) List of Acronyms (pdf 13 KB)

Annual report 1998 - North Pacific Marine Science Organization (PICES). Seventh meeting, Fairbanks, Alaska, U.S.A., October 14-25, 1998

Report of Opening Session (pdf 68 KB) Report of Governing Council Meetings (pdf 61 KB) Reports of Science Board and Committees: Science Board (pdf 56 KB) Biological Oceanography Committee (pdf 64 KB) Working Group 14: Effective sampling of micronekton to estimate ecosystem carrying capacity Working Group 11: Consumption of Marine Resources by Marine Birds and Mammals Fishery Science Committee (pdf 55 KB) Working Group 12: Crabs and Shrimps Marine Environmental Quality Committee (pdf 104 KB) Working Group 8: Practical Assessment Methodology Physical Oceanography and Climate Committee (pdf 44KB) Working Group 13: CO2 in the North Pacific Technical Committee on Data Exchange (pdf 37 KB) Implementation Panel on the CCCC Program (pdf 54 KB) Finance and Administration: Report of the Finance and Administration Committee (pdf 31 KB) Assets on 31st of December, 1997 Income and Expenditures for 1997 Budget for 1999 Composition of the Organization (pdf 27 KB) List of Participants (pdf 48 KB) List of Acronyms (pdf 13 KB)