Title	Publication Date	Language	Citations
Understanding brands, branding and brand equity	2003/07/01		99
Taking the brand promise online: Challenges and opportunities	2004/01/01		39
Papers: Designing geodemographic classifications to meet contemporary business needs	2004/01/01		28
Reframing relationship marketing for consumer markets	2001/01/01		9
Taking conversation seriously: The role of the call centre in the organisation's customer contact strategy	2003/01/01		9
Papers: Building an internal marketing management calculus	2004/10/01		8
Online survey techniques: Current issues and future trends	2002/10/01		8
Value-based brand measurement and management	2003/07/01		8
Does how customers are managed impact on business performance?	2000/04/01		8
Papers: Build a one-to-one learning relationship with your customers	2000/01/01		8
Marketing died in the last decade	2003/10/01		8
A great place to shop, work and invest: Measuring and managing the service profit chain at Sears Canada	2002/01/01		6
The fundraising performance of charity websites: A US/UK comparison	2003/04/01		6
Papers: In one-to-one marketing, which ‘one’ comes first?	2000/04/01		5
Developing a truly customer-centric CRM system: Part One — Strategic and architectural implementation	2002/01/01		4
Branding on the Internet — Moving from a communications to a relationship approach to branding	2002/07/01		4
Inside the Smart Home	2004/01/01		4
This time it is personal: Employee online shopping at work	2005/04/01		4
Opinion Piece: The next generation of integrated marketing communication	2003/04/01		4
Measuring, managing and improving the performance of CRM	1999/07/01		4
The business case for call centre outsourcing	2003/10/01		4
An introduction to brand equity — How to understand and appreciate brand value and the economic impact of brand investment	2003/07/01		3
Building Great Customer Experiences	2003/07/01		3
A road map to becoming an intelligent e-business	2000/10/01		3
Just tryin' to keep the customer satisfied? Delivering service through direct and indirect channels	2003/10/01		3
Papers: Measuring multichannel effectiveness using the balanced scorecard	2005/01/01		3
A primer for the use of internet marketing research tools: The value of usability studies	2005/01/01		3
Creating a multichannel eBusiness strategy	2001/04/01		3
New Technology Briefing: Cookies — Are they a tool for Web marketers or a breach of privacy?	2001/01/01		3
Paper mail in the home of the 21st century: An analysis of the future of paper mail and implications for the design of electronic alternatives	2002/04/01		3