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Bajac, H ctor, 104–105
BancoRio, 160–162, 195
banking industry, examples from, 39
Banter, Inc., 213
Barlow, Richard, 45, 95–96, 97, 98
Barnes, Jim, 93–94, 170
barnesandnoble.com, 85, 143–146, 204
Bayler, Michael, 114–115
Bella Pasta, 57
benchmarks, establish, 167
Benci, Rich, 40
Benford, Gregory, 205
Benson, John, 5–6
Bermuda, 31–32, 169
Best Buy, 204
Bezos, Jeff, 218
BMC Software, 179
Bobby, Eric, 204
Boise Cascade Office Products, 142
Borders Group Inc., 72–73
BP, 203–204
Bradbury, Scott, 118
Bradshaw, David, 9
Brand, Bob, 65–66
Brand, Claire, 34–35
brands (branding)
challenges facing, 119–120
customer involvement in, 113–116
defined, 112–113
equity, 189
friendship, 113–114
promise of, 116–118
Brandstream, 118
Brann Worldwide, 31–32, 50
Breen, Maura, 196
Brickstream, 74, 239
Bridgestone/Firestone, 116, 210
Brightmail, 67
Brin, David, 205–206, 208
British Sky Broadcasting (BSkyB), 103–104
brochureware, 210
Brooks, Ian, 222
Brosse, David, 56–57
budget, failure of CRM and inadequate, 14
Budweiser, 115–116
Buffett, Warren, 27
buying histories, selling, 47
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