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Contents

PART I: Introduction: Marketing and Business Processes 1. Marketing and Process Based Management - Luiz Moutinho and Geoff Southern, University of Glasgow 2. Customer Focused Management - H Timmermans, E M Van Raaij, Eindhoven University of Technology, and W F Van Raaij, University of Tilburg PART II: Future Predicting Processes (Scenario Building and Forecasting) 3. Environmental Scanning and Strategy - Luiz Moutinho, University of Glasgow, Fiona Davies, Cardiff Business School, and Graeme Hutcheson, University of Manchester 4. Demand Management (Market and Technology Forecasting) - Luiz Moutinho and Geoff Southern, University of Glasgow PART III: Data Management Processes 5. Strategic Corporate Knowledge - Luiz Moutinho, Andrzej Huczynski, and Geoff Southern, University of Glasgow 6. Strategic Information Systems - Alexis Barlow, Peter Duncan, Kevin Grant, and David Edgar, Glasgow Caledonian University 7. Marketing Measurement and Analysis - Graeme Hutcheson, University of Manchester and Luiz Moutinho, University of Glasgow PART IV: Keeping existing customer processes: (Order Fulfilment) 8. Market Value Chain Management - Geoff Southern and Luiz Moutinho, University of Glasgow 9. Customer Relationship Management and Marketing Insights - Len Tiu Wright, De Montfort University and Merlin Stone, University of West of England 10. Operations and Marketing Programming - Luiz Moutinho & Geoff Southern, University of Glasgow 11. Distribution Product Category Management and New Delivery Channels - Andrew Newman and Tony Conway, University of Manchester PART V: Getting new customers processes: (Order Acquisition) 12. Market to Collection (Marketing mix management and Financial Management) - James Wilson and Luiz Moutinho, University of Glasgow 13. Reputation Management (Corporate Image and Communication) - P. J. Kitchen and Tom Watson, University of Hull 14. Innovation Management, Time to market and solutions design. - J L?szl?, Sz?chenyi Istv?n University, and P Judit, University of West Hungary PART VI: Infrastructure processes: Organisational Development and Co-ordination. 15. Solutions Design - G Southern and L Moutinho, University of Glasgow 16. Strategic Planning Effectiveness and Performance Measurement. - Geoff Southern and Luiz Moutinho, both University of Glasgow 17. Financial Appropriation and return (budgeting, allocation of resources)- James Wilson and Luiz Moutinho, University of Glasgow 18. Strategic Brand Management. - Simon Knox and Stan Maklan, Cranfield University 19. Managing the Marketing and e business interface - Prof K H Huarng and Charles S Chien, Feng Chia University 20. Cross Boundary and Global (International) Management - C.Lucas, Lisbon PART VII: Conclusion: The Future 21. Future trends in process based marketing management. - Luiz Moutinho, University of Glasgow and Paulo Rita, University of Lisbon (ISCTE)

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