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Caf Rouge, 57
Call Center Magazine, 169
call center metrics, 169
Campbell, Mary, 73
Cap Gemini Ernst & Young, 4
Carelink, 210–211
Carton, Sean, 47
Carton Donforio Interactive, 47
Cascio, Elaine, 135
Catlett, Jason, 47
CFO Research Services, 136
Charles Schwab, 64, 70, 214
Charmed.com, 205
Chesnais, Stanislas, 220
Circus, 119
Cisco Systems, Inc., 117
CityKi, 204
Cleveland, Brad, 169
ClickZ, 51–52
Close, Wendy, 142
ClubCorp, 30
Cluetrain.com, 119
CMR (customer management of relationships)
determining if is for you, 123–129
differences between CRM and, 8, 101
good example of, 26
internal, 173–175
loyalty programs/cards and, 99–101
planning for, 194–197
protecting present business when implementing, 197–199
role of, 7–8
CMR (customer management of relationships), steps for successful
benchmarks, establish, 167
challenges, 235–238
change, get ready for, 177
goals/objectives, establish, 167–170
how to get started, 238–241
reengineer processes, 172–177
strategy, create, 170–172
technology, use of, 178–179
think differently, 166
tools, selecting the right, 180–181
Cohen, Susan, 91–92
Colletti, Joseph, 197
Columbus, Louis, 127
comment cards, electronic customer, 211–212
Commerce Bank, 231
commitment, failure of CRM and lack of, 15
communication
importance of, 37–42
purpose of Internet, 210–211
wireless/mobile, 217–224
Compaq Computer Corp., 117, 142
competition
CMR and, 127, 228–229
customer service and, 147–148
handling, 35–36
“Comprehensive Analysis of Permission Marketing, A” (Krishnamurthy), 158
Computerworld, 221
Copulsky, Jonathan, 175–176
costs, CMR and, 127–128, 183–191
Craenbroeck, Rob van, 149–150
Cranfield School of Management, 25, 168
Crawford, Fred, 36
CREDO Conference, 56
CRM (customer relationship management)
common causes of failure, 9–15
differences between CMR and, 8, 101
initiatives, 15–21
misapplications of, 4–5
money spent on, 3–4
need to be updated, 9
steps for successful, 24–25
CRM and Alliances at Critical Mass, 87
CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time (Greenburg), 78
CRM Expo (2002), 23
CRM-Forum, 11, 14, 134
CRM Group Ltd., 225
CRMGuru.com, 28
CRM META Group, 238
Crowne Plaza, 222
Crowther, Alan, 150
Cullen, Peter, 46
culture, 172–173
customer(s)
branding and involvement of, 113–116
connecting with, 27–28
customization by, 71–79
empowerment, 7–8, 31–33, 128
equity, 186–191
importance of asking the right questions, 28–29
lifetime value, 225–229
listening and communicating with, 37–42
loyalty, 30–31, 229–233
personalization and, 29–30
relevancy, 185–186
customer-centric marketing research, 105–110
Customer Communications Group, 174
customers, evaluating
Message Factors for, 155–158
permission intensity, 158–159
questions to ask when, 153–155
role of customer representatives, 159–161
customer service
competition and, 147–149
e-service and self service, 133–147
expectations of customers and, 132–133
importance of, 131
segmented, 150–151
training and, 149–150
Customers for Keeps (Geller), 113
Customer Specific Marketing (Woolf), 93, 96
Customer WinBack: How to Recapture Lost Customers—and Keep Them Loyal (Lowenstein), 94
customization
benefits of, 83–86
by customers, 71–79
difference between personalization and, 82–83
empowerment and, 86–88
technology and, 88–90
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