Inspiration

Download inspiration here in the form of selected articles, reports, etc, concerning our professional areas of competence. If you have any questions, feedback or inspiration of your own, you are welcome to send us an email. Happy reading!

Return on Customer Experience Management
Results of a research project conducted by Copenhagen Business School CBS and SJP. 2010.
SJP A/S and Copenhagen Business School have conducted a study of how Danish companies’ ability within Customer Experience Management link to their creation of business results. The purpose of the study is threefold: (1) to examine Danish companies status in the field of Customer Experience Management, (2) to analyze the relationship between Customer Experience Management and business performance, and (3) to investigate which Customer Experience Management dimensions that primarily contribute to solid business performance.
The report can be ordered (no charge) at et@sjp.dk

Marketing: An Introduction
Philip Kotler, Gary Armstrong, Michael Harker & Ross Brennan. 614 pages. Pearson Education 2009.
The book describes a case from Danfoss based on teamwork with Stig Jørgensen & Partners.
"Implementing customer relationship strategy at Danfoss".
The book can be purchased at Amazon.com

Memorable Customer Experiences
A Research Anthology
Adam Lindgreen, Joëlle Vanhamme, Michael B. Beverl, and J. Vanhamme. 295 pages. Gower 2009.
The book can be purchased at Amazon.com

Offensiv kriseledelse
Konsulenter advarer mod dødsspiral.
Læs ni gode råd til, hvordan man kommer styrket ud af krisen.
Susanne Tholstrup. Børsen den 9. februar 2009. 

Profitable Growth
Jesper Krogh Jørgensen. 48 pages. Relationship Management 2008.
In recent years, profitable growth through balanced optimisation of the business has been much more in focus rather than a single-minded focus on growth or efficiency. This assessment is based partly on day-to-day cooperation with some of the largest companies in Denmark and partly on market development surveys carried out by SJP with CBS.

Customer loyalty and sales efficiency  - a case
Lars Veber Mygland. 10 pages. Relationship Management 2005.
The employee and customer loyalty philosophy was used to leverage earnings through optimising sales efficiency and targeted management. This article is based on a project with the overall aim of increasing profitability measured in terms of contribution margin.