Index_C


C

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




Why CRM Doesn't Work(c) How to Win by Letting Customers Manage the Relationship
Why CRM Doesnt Work: How to Win By Letting Customers Manage the Relationship
ISBN: 1576601323
EAN: 2147483647
Year: 2003
Pages: 141

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