Index_C

C

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