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Safeway, 220–221
Safire, William, 237
Saks, Inc., 38, 132, 186
SAS Institute, 23
Sasson, Gideon, 70
Scansaroli, Jay, 71–72
Schlotzsky’s Deli, 204
Scholes, David, 25
Schultz, Don, 50, 237–238
Schwab. See Charles Schwab
Sea Ray boats, 37
Sears Roebuck & Co., 38, 78–79, 158, 214
Seattle Mariners, 41
Secrets of Customer Relationship Management (Barnes), 93, 170
Seklemian/Newell studies, 26, 95, 153, 168, 185, 194, 197, 240
self service, 133–147
Shah, Niru, 222
Shahnam, Liz, 238
Shapiro, Dimitry, 34
Sharper Image, 223
Shepherd, Ian, 104
Siebel Systems, 141
Simms, David, 171–172
Six Continents, 222
Six Flags Inc., 58
skills, failure of CRM and lack of, 13–14
Skinner, Steve, 232
Smith, Frederick, 141–142
SNDMSG, 61–62
software, failure of CRM and inefficient, 14
Sony, 134–135
Southwest Airlines, 199
spam, 67–68
Sparger, Jerry, 178
Spectra Marketing Systems, Inc., 105, 106
Sports Authority, 149–150
Sprint, 232
Stahulak, Jim, 116
Staples, 84, 204
Starbucks, 118
Storbacka, Kaj, 225–226, 229
stores, redesigning, 76–79
strategies, creating, 170–172
Stroughton, David, 114–115
Szymanski, David, 71–72
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