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January's events are now in the What's On page.
TURNED On, Tuned Mass marketing
is moving into the interactive age - but at what cost?
This article, written by Managing Change, was the main 2 page feature article
in the November 98 issue of Internet Business
Magazine.
December events are now in the What's On page.
Guest Contribution on Building Banking Relationships with Generation X by Sorcha Ni hEilidhe of NUA. Sorcha reflects on the recent Fletcher Research survey that shows UK banks are falling behind their US counterparts in addressing the needs of Generation X. Sorcha argues that banks need to develop personalities so as to develop sophisticated relationships with customers as opposed to delivering me-to services.
November events are now in the What's On page.
On 20 September all 750 plus external links were check and, if required, updated. Approx. 700 were verified as correct with the others being inaccessible.
Additions
New additions to the tables with examples of companies at the 4 levels of sophistication as described in the SIM Framework. Plus source references are now provided.
US Customers find airline's accent engaging. Having friendly customers who want to engage in conversation is too much for British Airways, especially when they are American. See News Headlines and comment on this FT article.
September and October 98 events are now in the What's On page.
Joseph Pine, one of the founding creators of Mass Customisation, has in recent years been researching the experience economy. In some ways, experiences offer customers the ultimate personalised service. One that leaves a memorable impression and feel good sensations. There is also an offering beyond experiences, it's called transformations. We have provided an overview and full references to some of his papers. Pine and his associate James Gilmore will have a book published on the subject early in 1999.
Our Welcome to the Personalised and Interactive Age article was published in WOT, an electronic newsletter about the Web and Open Technologies to support distributed computing and information delivery. The article traces the delivery of insurance products and services from the man on his bicycle to today's call centres and then looks ahead to the interactive era that is about to burst into our homes.
Changes
On 1 August all 750 plus external links were check and, if required, updated. Approx. 700 were verified as correct with the others being inaccessible.
Additions
The SIM External Resource page has details of:
Guest Contribution on The One to One Enterprise Depends on High Impact Customer Interaction from Don Peppers and Martha Rogers, Ph.D.
Section 5. Delivery Mediums of the Riding the Whirlwind report is now available. This section looks at the use of the various interactive mediums for delivering One to One Marketing and Mass Customisation.
Two more illustrations have been added. These are based on simulations explaining how endowment and repayment mortgages work. They could be used during the Acquisition stage of the SIM Framework to assist users seeking a mortgage.
Description and commentary on FT article about BankBoston to Invest in Internet.
This site has now reached 200 pages.
Changes
All suitable JPGs picture files have been converted to GIFs for speed and clarity. The remaining 4 JPG files do not convert well.
Managing Change is now the trading name of Managing Change SIM Ltd. See Legal Information.
On 10 July all 730 external links were check and, if required, updated. Over 650 were verified as correct with the others being inaccessible.
Additions
More of the BPR and Organisational Cultural report has been made available, namely chapters 1 Introduction, and 2 on BPR (21K plus 3K images). Chapters Culture (70K plus 30K images) and BPR & Culture (33k plus 11K images) are already available.
The Illustrations section now includes the Alternate Home Insurance Policy. One based on customer's needs and behaviour. This is in contrast to the Ultimate Home Insurance Policy Brochure that was provided earlier.
New additions to the tables with examples of companies at the 4 levels of sophistication as described in the SIM Framework.
Information on the forth coming Henley Alumni meeting entitled Improving profitability in financial services by using the Internet - a business to business case study on Alex Lawrie Factors Ltd, a subsidiary of Lloyds/TSB Bank.
Changes
On 1 June all 540 external links were check and, if required, updated. Over 500 were verified as correct with the others being inaccessible.
We have improved site navigation with footers every each page with links for all the pages within a section as well as links to all the major sections of the site.
We are gradually changing JPGs picture files to GIFs for speed and clarity.
Additions
Sections 3. The Market Place and 4. The Market Response of the Riding the Whirlwind report is now available. Note that much more of this subject is now already on-line in the STEP Analysis.
News Headlines brings you the latest key events and reports from the world of SIM.
Guest Contribution on Relationship Marketing in the Financial Services Industry from Abram, Hawkes plc
Information on the forth coming Henley Alumni meeting entitled "Teachers will Teach with IT but will they Work with I.T.?" by Jason Gould, Managing Director, Education Direct.
Changes
We are beginning a process to improve site navigation. The aim is to provide at the foot of each page, links to all the major sections of the site plus links for all the pages within a section. These improved pages have a blue band at the end.
The tables with examples of companies at the 4 levels of sophistication as described in the SIM Framework has been updated.
On 2nd May all 534 external links were check and, if required, updated. Over 500 were verified as correct with the others being inaccessible.
Additions
What's On - Events, seminars etc. concerned with
SIM.
Sections 1. Introduction and 2. Management Summary of the Riding the Whirlwind report are now available.
The Illustrations section now includes the Ultimate Home Insurance Policy Brochure. Is this really the ultimate, all embracing home policy; or is it the ultimate horror policy? - you decide.
Following a visit, the HANTDOC write-up has a 1998 update added at the foot of the page.
Following requests, more of the BPR and Organisational Cultural report is being made available.
Publicity page added for Press Releases, Brochures, etc..
Legal and Formal Information page added.
The What's Coming page added.
Changes
Home page is now split with
Company Information as a separate page. Additional
information added about the SIM Framework.
The SIM Project page is now split with Concepts and Principles as a separate page .
The Henley Alumni Electronic Commerce Focus Group page now has information on how to book.
Miscellaneous small corrections to a number of pages.
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