Clients and Agencies - From Relationships in Crisis to Powerful Partnerships

This was a joint paper for the MRS 2007 Conference covering presentations from:

• Sue Stent of HBOS - 'The Client View'
• Dave Phillips of RI - 'The Agency View'
• Jim Shearer of Coors - 'The Procurement View'
• Sally Webb - 'Implications for the Industry'

It analyses the problematic relationships between clients and agencies, suggesting practical solutions, but also suggesting that the 'industry' has to face up to some uncomfortable decisions.

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Measuring the Value of Insight - It Can and Must Be Done

RFL Communications, who review papers from all major conferences worldwide, gave this their 2006 Presentation of the Year award

The paper addresses the thorny issue of whether Return on Investment from insight can be measured, but then makes the argument that ROI is not the issue - rather that insight results must be presented in financial terms if they are to deliver true value.

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Insight as a Strategic Asset - The Opportunity and the Stark Reality

This paper won the award for best paper at the MRS 2004 conference.

It describes the development of Customer Insight (as distinct from simply research or analysis) within client companies, and outlines the implications for the industry.

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