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Magazines >>
Management

Effective Executive

May '11
Regular Features
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A Complaint Is a Gift : Recovering Customer Loyalty When Things Go Wrong
50
Relentless Tide : An unstoppable megabrand
50
Why You Need a Sustainable Business Philosophy : The Sum of Beliefs, Concepts and Attitudes
50
A Vital Brand Motivates Customers; Can it Also Motivate Your Staff? : Brand Essence
50
The Seven Secrets of Sales Performance Optimization : Technical Analysis
50
Creating and Launching New and Differentiated Service Offerings :Relentless Pace of Innovation
50
A Question of Talent? : Metaphor with a different angle
50
The Marketing of Internet Gaming Services : A Case Study from Malta
50
The Five Drivers of Revenue Growth for Professional Services : Opportunities Are All Around
50
The Moral of the Moment : Services Marketing: Don't Look Now, But You May Be More Involved Than You Think
50
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A Complaint Is a Gift : Recovering Customer Loyalty When Things Go Wrong

-- Janelle Barlow, Claus Moller

© 2011, Janelle Barlow and Claus Moller. All Rights Reserved.

Article Price : Rs.50

Relentless Tide : An unstoppable megabrand

-- Patrick Barwise, Seán Meehan, Emma Macdonald

65 years after the introduction of Tide in the US, it still dominates the market. How did Procter & Gamble achieve such a feat? Through continuous incremental innovation, consumer relevance, and brand support, say Patrick Barwise, Seán Meehan and Emma Macdonald.

© 2011, Patrick Barwise, Seán Meehan and Emma Macdonald. All Rights reserved.

Article Price : Rs.50

Why You Need a Sustainable Business Philosophy : The Sum of Beliefs, Concepts and Attitudes

-- Dan Coughlin

The sum of your beliefs, concepts, and attitudes creates your approach to the marketplace and to your career. Rather than just staying with whatever approach you've always used, I encourage you to look into your business philosophy and decide whether or not it is what you want to continue to stick to.

© 2011, Dan Coughlin. All Rights reserved.

Article Price : Rs.50

A Vital Brand Motivates Customers; Can it Also Motivate Your Staff? : Brand Essence

-- Janelle Barlow

strong brands have an impact on customers. If good service is delivered along to enhance the unique offerings of a brand, most customers will feel pulled to return. The clear bottom line is that a strong brand with consistent customer service that reinforces the essence of the brand is a compelling motivator for repeat business.

© 2011, Janelle Barlow, PhD. All Rights Reserved.

Article Price : Rs.50

The Seven Secrets of Sales Performance Optimization : Technical Analysis

-- Ken Thompson

Sales Performance Optimization is the discipline of maximizing a sales team's financial performance over the short, medium and long term by optimizing how it deploys its full set of available resources - systems, processes, people, technology and finance. Some of the most effective sales performance optimization strategies are counterintuitive, running in the face of conventional sales wisdom.

© 2011, Ken Thompson. All Rights reserved.

Article Price : Rs.50

Creating and Launching New and Differentiated Service Offerings :Relentless Pace of Innovation

-- Colin Coulson-Thomas

Differentiators relating to new service may need to be explained and a justification, such as a cost benefit analysis, provided before it is adopted. Significant productivity benefits, and a quicker take-up of a new service, can be achieved by supplying people, including customers, with task or job focussed performance support tools. High returns on investment have been obtained with applications to help people market, sell and adopt new and complex service offerings.

© 2011, Colin Coulson-Thomas. All Rights Reserved.

Article Price : Rs.50

A Question of Talent? : Metaphor with a different angle

-- Richard Cross

This article explores the limitations of the War for Talent metaphor and links talent to the wider world of patents and battle ground of ideas as the high ground of the knowledge economy. In this economy executives must look after their own talent. Rather than perpetuating the status quo of the War for Talent, the 21st century must embrace the new opportunities with entrepreneurial zeal, be more precise about what talent is lacking and develop training and development programs to nurture and activate the hero within us all.

© 2011, Richard Cross. All Rights Reserved.

Article Price : Rs.50

The Marketing of Internet Gaming Services : A Case Study from Malta

-- Stephanie Jones, David Dingli

The i-gaming industry _ especially in a small location such as Malta _ has made a big impact. It has spawned several support industries, such as recruitment, office rental and purchase, the establishment of companies, business and individual relocation, licensing, financial advisory services, etc. The employment of both Maltese and foreigners brings more income to the island, in taxes and consumer spending.

© 2011, Stephanie Jones and David Dingli. All Rights Reserved.

Article Price : Rs.50

PERSPECTIVE

The Five Drivers of Revenue Growth for Professional Services : Opportunities Are All Around

-- Mike Schultz

© 2011, Mike Schultz. All Rights Reserved.

Article Price : Rs.50

PERSPECTIVE

The Moral of the Moment : Services Marketing: Don't Look Now, But You May Be More Involved Than You Think

-- Rob L Jolles

© 2011, Rob L Jolles. All Rights Reserved.

Article Price : Rs.50

INTERVIEW

Jochen Wirtz has dedicated his career to services marketing research, teaching, executive development and consulting.

-- Jochen Wirtz

INTERVIEW

Coaches should be either deeply trained with advanced degrees (typically with a PhD) or certified by one of the certification groups.

-- Robert K Kazanjian
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Automated Teller Machines (ATMs): The Changing Face of Banking in India

Bank Management
Information and communication technology has changed the way in which banks provide services to its customers. These days the customers are able to perform their routine banking transactions without even entering the bank premises. ATM is one such development in recent years, which provides remote banking services all over the world, including India. This paper analyzes the development of this self-service banking in India based on the secondary data.

The Information and Communication Technology (ICT) is playing a very important role in the progress and advancement in almost all walks of life. The deregulated environment has provided an opportunity to restructure the means and methods of delivery of services in many areas, including the banking sector. The ICT has been a focused issue in the past two decades in Indian banking. In fact, ICTs are enabling the banks to change the way in which they are functioning. Improved customer service has become very important for the very survival and growth of banking sector in the reforms era. The technological advancements, deregulations, and intense competition due to the entry of private sector and foreign banks have altered the face of banking from one of mere intermediation to one of provider of quick, efficient and customer-friendly services. With the introduction and adoption of ICT in the banking sector, the customers are fast moving away from the traditional branch banking system to the convenient and comfort of virtual banking. The most important virtual banking services are phone banking, mobile banking, Internet banking and ATM banking. These electronic channels have enhanced the delivery of banking services accurately and efficiently to the customers. The ATMs are an important part of a bank’s alternative channel to reach the customers, to showcase products and services and to create brand awareness. This is reflected in the increase in the number of ATMs all over the world. ATM is one of the most widely used remote banking services all over the world, including India. This paper analyzes the growth of ATMs of different bank groups in India.
International Scenario

If ATMs are largely available over geographically dispersed areas, the benefit from using an ATM will increase as customers will be able to access their bank accounts from any geographic location. This would imply that the value of an ATM network increases with the number of available ATM locations, and the value of a bank network to a customer will be determined in part by the final network size of the banking system. The statistical information on the growth of branches and ATM network in select countries.

Indian Scenario

The financial services industry in India has witnessed a phenomenal growth, diversification and specialization since the initiation of financial sector reforms in 1991. Greater customer orientation is the only way to retain customer loyalty and withstand competition in the liberalized world. In a market-driven strategy of development, customer preference is of paramount importance in any economy. Gone are the days when customers used to come to the doorsteps of banks. Now the banks are required to chase the customers; only those banks which are customercentric and extremely focused on the needs of their clients can succeed in their business today.

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