Customer differentiation and interaction: Two crm challenges for public service broadcasters

Journal of Media Business Studies

Volumn 5, Issue 2, 2008, Pages 1-22

  Lowe, Gregory Ferrell ^a  

^a TAMPERE UNIVERSITY OF TECHNOLOGY   (Finland)

Author keywords

Customer relationship management; Innovation; Interaction and dialogue; Public service broadcasting; Segmentation

Indexed keywords

EID: 85007862605     PISSN: 16522354     EISSN: None     Source Type: Journal    
DOI: 10.1080/16522354.2008.11073464     Document Type: Article

References (51)

1. Ala-Fossi, M. (2005). Saleable Compromises: Quality Cultures in Finnish and US Commercial Radio. Tampere, Finland: Tampere University Press.
2. Alm, A. & Lowe, G.F. (2001) Managing Transformation in the Public Polymedia Enterprise: Amalgamation and Synergy in Finnish Public Broadcasting. Journal of Broadcasting and Electronic Media, 45 (3), pp.367-390.
3. Almquist, E., Bovet, D. & Heaton C.J. (2004). ‘What Have We Learned So Far? Making CRM Make Money: Technology Alone Won’t Create Value. In A.H. Kracklauer, D.Q. Mills and D. Seifert (eds.), Collaborative Customer Relationship Management: Taking CRM to the Next Level. Berlin: Springer.
4. Blattberg, R.C., Getz, G. & Thomas, J.S. (2001). Customer Equity: Building and Managing Relationships as Valuable Assets. Boston: Harvard Business School Press.
5. Born, G (2004). Uncertain Vision: Birt, Dyke and the Reinvention of the BBC. London: Secker & Warburg.
6. Brunt, R. (2001). Customer Focused Marketing—A Strategy for Success. In SCN Education B.V. Customer Relationship Marketing: The Ultimate Guide to the Efficient Use of CRM. Wiesbaden, Germany: Friedr. Vieweg & Sohn Verlagsgesellschaft mbH.
7. Buttle, F. (2005). Customer Relationship Management: Concepts and Tools. Amsterdam: Elsevier Butterworth Heinemann.
8. Cammaerts, B. & Carpentier, N. (2007). Reclaiming the Media: Communication Rights and Democratic Media Roles. Bristol, UK: Intellect.
9. Carpentier, N., Lie, R. & Servaes, J. (2003). Is There a Role and Place for Community Media in the Remit? In G. F. Lowe and T. Hujanen (eds.) Broadcasting & Convergence: New Articulations of the Public Service Remit (RIPE@2003). Göteborg, Sweden: NORDICOM.
10. Caufield, S. (2001). Does CRM Really Pay? A General Management Perspective. In SCN Education B.V. Customer Relationship Marketing: The Ultimate Guide to the Efficient Use of CRM. Wiesbaden, Germany: Friedr. Vieweg & Sohn Verlagsgesellschaft mbH.
11. Chablo, E. (2001). The Importance of Marketing Data Intelligence in Delivering Successful CRM. In SCN Education B.V. Customer Relationship Marketing: The Ultimate Guide to the Efficient Use of CRM. Wiesbaden, Germany: Friedr. Vieweg & Sohn Verlagsgesellschaft mbH.
12. Coppens, T. (2005). Fine-tuned or Out-of-key? Critical Reflections on Frameworks for Assessing PSB Performance. In G.F. Lowe and P. Jauert (eds.) Cultural Dilemmas in Public Service Broadcasting (RIPE@2005). Göteborg, Sweden: NORDICOM.
13. Davis, J. & Joyner, E. (2001). Successful Customer Relationship Management: Why ERP, Data Warehousing, Decision Support, and Metadata Matter. In SCN Education B.V. Customer Relationship Marketing: The Ultimate Guide to the Efficient Use of CRM. Wiesbaden, Germany: Friedr. Vieweg & Sohn Verlagsgesellschaft mbH.
14. Deloitte Consulting (2001). CRM: A Guide to Marketing, Sales and Service Transformation. In SCN Education B.V. Customer Relationship Marketing: The Ultimate Guide to the Efficient Use of CRM. Wiesbaden, Germany: Friedr. Vieweg & Sohn Verlagsgesellschaft mbH.
15. Duffy, J., Koudal, P. & Pratt, S. (2004). The Future of Collaborative Customer Relationship Management: Integrating Demand and Supply Chains. In A.H. Kracklauer, D.Q. Mills and D. Seifert (eds.), Collaborative Customer Relationship Management: Taking CRM to the Next Level. Berlin: Springer.
16. Engler, G. (2004). How to Scale your CPFR-pilot. In A.H. Kracklauer, D.Q. Mills and D. Seifert (eds.), Collaborative Customer Relationship Management: Taking CRM to the Next Level. Berlin: Springer.
17. Fournier, S., Dobscha, S. & Mick, D.G. (2001). Preventing the Premature Death of Relationship Marketing. In Harvard Business Review. Customer Relationship Management. Boston: Harvard Business School Publishing Corporation.
18. Gentle, M. (2004). The CRM Project Management Handbook: Building Realistic Expectations and Managing Risk. London: Kogan Page.
19. Grant, R.M. (2002). The Knowledge-based View of the Firm. In C.W. Choo and N. Bontis (eds.), The Strategic Management of Intellectual Capital and Organizational Knowledge. UK: Oxford University Press.
20. GroOweischede, M. (2004). Collaborative Category Management on the Internet. In A.H. Kracklauer, D.Q. Mills and D. Seifert (eds.), Collaborative Customer Relationship Management: Taking CRM to the Next Level. Berlin: Springer.
21. Gupta, S. &. Lehmann, D.R. (2005). Managing Customers as Investments: The Strategic Value of Customers in the Long Run. Upper Saddle River, NJ: Wharton School Publishing.
22. Hambuch, P. (2004). CPFR—‘Views and Experiences at Proctor & Gamble’. In A.H. Kracklauer, D.Q. Mills and D. Seifert (eds.), Collaborative Customer Relationship Management: Taking CRM to the Next Level. Berlin: Springer.
23. Himmelstein, H. & Aslama, M. (2003). From Service to Access: Re-conceiving Public Television’s Role in the New Media Era. In G.F. Lowe and T. Hujanen (eds.) Broadcasting & Convergence: New Articulations of the Public Service Remit (RIPE@2003). Göteborg, Sweden: NORDICOM.
24. Kracklauer, A.H., Mills, D.Q. & Seifert, D. (eds.) (2004). Collaborative Customer Relationship Management: Taking CRM to the Next Level. Berlin: Springer.
25. Kracklauer, AH. & Warmbruun, N. (2004). Case Study: Implementation of Collaborative Customer Relationship Management at Proctor & Gamble. In A.H. Kracklauer, D.Q. Mills and D. Seifert (eds.), Collaborative Customer Relationship Management: Taking CRM to the Next Level. Berlin: Springer.
26. Lowe, G.F. (2007). The Role of Public Service Media for Widening Individual Participation in European Democracy. Report commissioned for the Council of Europe by its Group of Specialists on Public Service Broadcasting in the Information Society (MC-S-PSB). Strasbourg.
27. Lowe, G.F. & Alm, A. (1997). Public Service Broadcasting as Cultural Industry: Value Transformation in the Finnish Market-place. European Journal of Communication, 12 (2), pp.169-191.
28. Lowe, G.F. & Bardoel, J. (eds.) (2007). From Public Service Broadcasting to Public Service Media Ripe@2007. Göteborg, Sweden: NORDICOM.
29. Newell, F. (2003). Why CRM Doesn’t Work: How to Win by Letting Customers Manage the Relationship. London: Kogan Page.
30. McNair, B. (2005). Which Publics, What Services? British Public Service Broadcasting Beyond 2006. In G.F. Lowe and P. Jauert (eds.) Cultural Dilemmas in Public Service Broadcasting (RIPE@2005). Göteborg, Sweden: NORDICOM.
31. McNair, B. & Hibberd, M. (2003). Mediated Access: Political Broadcasting, the Internet and Democratic Participation. In G.F. Lowe and T. Hujanen (eds.) Broadcasting & Convergence: New Articulations of the Public Service Remit (RIPE@2003). Göteborg, Sweden: NORDICOM.
32. McQuail, D. (1987). Mass Communication Theory: An Introduction. London: SAGE Publications, Inc.
33. Moran, A. (2006). The Significance of Program Formatting for PSB. Keynote address in the RIPE@2006 conference, 17 November at the Amsterdam School of Communications Research, Netherlands. Available at: www.yle.fi/ripe.
34. Murdock, G. (2000). Money Talks: Broadcasting Finance and Public Culture. In E. Buscombe (ed.) British Television. Oxford: Clarendon Press.
35. Murdock, G. & Golding, P. (1999). Common Markets: Corporate Ambitions and Communication Trends in the UK and Europe. Journal of Media Economics, 12.
36. Nykamp, M. (2001). The Customer Differential: The Complete Guide to Implementing Customer Relationship Management. NY: Amacom.
37. Peelen, E. (2005). Customer Relationship Management. Harlow, UK: Pearson Education Limited.
38. Peppers, D. & Rogers, M. (2004). Managing Customer Relationships: A Strategic Framework. Hoboken, NJ: John Wiley & Sons.
39. Picard, R.G. (2005). Audience Relations in the Changing Culture of Media Use: Why Should I Pay the License Fee? In G.F. Lowe and P. Jauert (eds.) Cultural Dilemmas in Public Service Broadcasting (RIPE@2005). Göteborg, Sweden: NORDICOM.
40. Piller, F.T., Reichwald, R. & Schaller, C. (2004). Building Customer Loyalty with Collaboration Nets: Four Models of Individualization-based CCRM. In A.H. Kracklauer, D.Q. Mills and D. Seifert (eds.), Collaborative Customer Relationship Management: Taking CRM to the Next Level. Berlin: Springer.
41. Prahalad, C.K. and Ramaswamy, V. (2001). Co-opting Customer Competence. In Harvard Business Review. Customer Relationship Management. Boston: Harvard Business School Publishing Corporation.
42. SAS Institute (2001). Implementing the Customer Relationship Management Foundation— Analytical CRM. In SCN Education B.V. Customer Relationship Marketing: The Ultimate Guide to the Efficient Use of CRM. Wiesbaden, Germany: Friedr. Vieweg & Sohn Verlagsgesellschaft mbH.
43. Sawhney, M. (2001). Don’t Homogenize, Synchronize. In Harvard Business Review. Customer Relationship Management. Boston: Harvard Business School Publishing Corporation.
44. Schmarzo, B. (2001). ‘Making Every Customer Relationship Count: Exploring the Business Drivers and Technology Enablers of Customer Relationship Management’. In SCN Education B.V. Customer Relationship Marketing: The Ultimate Guide to the Efficient Use of CRM. Wiesbaden, Germany: Friedr. Vieweg & Sohn Verlagsgesellschaft mbH.
45. Shaw, R. (2001). CRM Definitions—Defining Customer Relationship Marketing and Management. In SCN Education B.V. Customer Relationship Marketing: The Ultimate Guide to the Efficient Use of CRM. Wiesbaden, Germany: Friedr. Vieweg & Sohn Verlagsgesellschaft mbH.
46. Seybold, P.B. (2001). Get Inside the Lives of your Customers. In Harvard Business Review. Customer Relationship Management. Boston: Harvard Business School Publishing Corporation.
47. Sharp, D.E. (2003) Customer Relationship Management Systems Handbook. NY: Auerbach Publications, CRC Press Company.
48. Steemers, J. (2005). Balancing Culture and Commerce on the Global Stage: BBC Worldwide. In G.F. Lowe and P. Jauert (eds.) Cultural Dilemmas in Public Service Broadcasting (RIPE@2005). Göteborg, Sweden: NORDICOM.
49. Targetbase (2001). Customer—Brand Value. In SCN Education B.V. Customer Relationship Marketing: The Ultimate Guide to the Efficient Use of CRM. Wiesbaden, Germany: Friedr. Vieweg & Sohn Verlagsgesellschaft mbH.
50. Wang, P. (1998). Database Marketing and Customer Connections. Berlin: Achmea workshop, Zeist publishing.
51. Ytreberg, E. (2002). Ideal Types in Public Service Television: Paternalists and Bureaucrats, Charismatics and Avant-gardists. Media, Culture and Society 24(6), pp.759-774.