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Raab, David, 5
radio frequency identification tags (RFITs), 223
Radio Shack, 150
Rapp Collins Worldwide, 24
Reach, 116
RealAge, 40
RecipeBuddie, 219
Reicheld, Frederick, 226–227
Reis, Al, 119
Reis & Reis, 119
relationship equity, 189
retail industry
example from, 38–39
loyalty programs/cards and, 96–98
return on investment expectations
customer service and, 140
establish metrics, 167–169
failure of CRM and, 15
RightNow Technologies, 138–139, 141, 147–148
Ritz-Carlton, 176
Robinette, Scott, 34–35
Rodgers, Bob, 38–39
Rogers, Martha, 23, 149
Roman Catholic Church, 210
Rosen, Richard, 118
Rosenberg, Michael, 83
Rosenfeld, James, 50
Royal Bank Financial Group, 46
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