Accenture, 54
acquisition, see customer relationship
Adams, Denis, 93
Adobe Systems, Inc., 119
Bruce Chizen, President and CEO, 119
AMR Research, Inc., 20, 8687
Bob Parker, Vice President of Enterprise Commerce Management Stategies, 20, 8687
Applebees, 94
Australian Airlines, 93
Denis Adams, CEO, 93
Bank of America, 4, 4041, 61
Cathy Bessant, Chief Marketing Officer, 40
Barclays, 5960, 103
Matt Barrett, CEO, 5960
Barlow, Dr. Carolee, 126
Barrett, Matt, 5960
Basle II accord, 103
BCP Telecommunications, 114115
Belgacom, 27
Bessant, Cathy, 40
Bethune, Gordon, 31, 48
Boushy, John, 26
branding, 5, 86, 105
British Airways, 2324, 49
Paul Coby, CIO, 49
Rod Eddington, CEO, 2324
business rules, 2, 19, 64, 74, 77, 103
business-to-business (B2B), 89
Carter, Bruce, 119
Carter, Rob, 111112
cash flow, 87, 120
channels, 19, 4142, 5556, 63, 67, 7172, 7879, 104106
Charles Schwab, 19, 20
Chief Customer Officer (CCO), 55
Chief Security Officer (CSO), 125
China Securities Depositary & Clearing Corporation Limited Shanghai Branch, 46
Chizen, Bruce, 119
Citibank, 105
clickstream data, 4
closed loop system, 7, 58
Coby, Paul, 49
Collins, Kim, 62-63
communication
marketing, 69
in relationship management, 28
strategy, 66-68, 79, 81
technologies, 12
transparency, 90
see also customer relationship
consolidation, 3843, 4547, 50, 78, 104105
Continental Airlines, 1011, 3031, 4849, 111
Gordon Bethune, CEO, 31, 48
Larry Kellner, President, 3031, 111
credit risk, 78, 103
customer
competing for, 3, 57
ecosystem, vii , 5481
impact, 57, 76, 96, 103
information, 2, 4, 6, 7, 910
metrics, 57
responsiveness, 73
satisfaction, 57, 62, 91
service, 2223, 33, 57, 76
wants, 56
see also customer relationship
customer relationship, 5481
acquisition, 64-66, 74
communication, 64, 6673
company channels, 56
market strategy, 14
key aspects, 64
retention, 64, 7476
profitability, 64, 7681
transactions, 57
see also customer
data resources, 4, 22
data warehouse, 6, 21, 73
Davos World Economic Forum, 2
Klaus Schwab, President, 2
Deighton, John, vii
Dell, 20, 34, 58, 85
Delta Air Lines, 69
Dent, Harry, 104
Deutsche Post, 4243, 119 Klaus Zumwinkel, Chairman of the Board of Management, 119
direct mail, 59-60, 70-72
Eckerson, Wayne, 8, 89
ecosystems, vii , 15, 38, 51
mini-, 51, 84
Eddington, Rod, 2324
empowerment, 19, 22, 24, 2735, 54, 113
impact, 23, 43, 50
information about, 7, 11, 28, 38
training of, 55
value, 14, 23, 5051, 123
and vision, 19, 20
Federal Reserve, 5, 15
Alan Greenspan, Chairman, 15
FedEx Corp., 6, 20, 92, 111112
Rob Carter, CIO, 111112
Fred Smith, Founder, 6
financial reporting, 9, 1112, 2122, 112
Ford Motor Company, 84, 86
fragmentation, 20, 2425, 3843, 4751
fraud prevention, 27, 91, 9597
Fubon Group, 10
Gartner Inc., 54, 62-63
Kim Collins, analyst, 62-63
Scott Nelson, analyst, 54
Gate Information Display System (GIDS), 69
Ghandi, 18
Glass, David, 3334
globalization, 1823, 2728, 38, 56, 77, 84, 105
global competition, 56, 86
Glotzbach, Ed, 5, 5051
Greenspan, Alan, 15