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Odlyzko, Andrew, 218
optimization, customer, 227–228
opting, 52
Oracle Corp., 117
Overstock.com, 204
Ovum, 9
Palm Inc., 221
Paradigm Shift for Customer Care, A (Howard-Healy), 178
Payne, Adrian, 25, 168
Pentland, Alex, 206
Penzias, Arno, 223
PeopleSoft, 141
Peppers and Rogers Group, Inc., 23, 87, 149, 232, 240
Performark, Inc., 134, 138
permission
intensity, 158–159
Internet and, 57–60
marketing, 50–52
power of, 56–58
Permission Marketing—Turning Strangers into Friends and Friends into Customers (Godin), 51
personalization, 29–30, 81
balancing privacy and, 91–92
benefits of, 83–86
defined, 82
difference between customization and, 82–83
empowerment and, 86–88
perceived, 85
reasons for, 87
technology and, 88–90
Personalization Consortium, 82, 83, 84, 90
Pets.com, 111, 114
PETsMART, 204
Ping, 137
planning
for CMR, 194–197
failure of CRM and lack of, 12–13
importance of, 24
Pombriant, Dennis, 126
Prada Epicenter, 76–78
“Premature Death of Customer Relationship Management, The,” 10
PreVision Marketing, 227–228
PricewaterhouseCoopers, 232
privacy issues
balancing personalization and, 91–92
customers’ concerns, 45, 46
gathering information and, 48–49
Internet, 47–50
permission marketing, 50–52, 55–60
protecting customers, 46–48
Procter & Gamble, 114
profit opportunities, loyalty programs/cards and, 94–95
Proflowers.com, 204
Progress & Freedom Foundation, The, 49
Promiscuous Customers: Invisible Brands (Bayler and Stoughton), 114
pull technology, 219–220
PwC Consulting, 207–208
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