Index_O-P


O-P

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




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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