• Note: Page references in italics refer to figures.

A

• Abbott Labs
• abdicators
• Aberdeen Group
• Accenture
• access, for customer insight and dialogue
• accounting
  • courses in
  • customer-strategy enterprise
  • generally accepted accounting principles (GAAP)
  • See also financial issues; return on investment (ROI)
• acknowledgment, for customer insight and dialogue
• acquisition costs, of customers
• actual value
• See also potential value
• adaptive customization
• adaptive data
• addressable
• AdRank
• Agency Revolution
• Age of Transparency
  • customer centricity and
  • customer experience and relationship principles
  • IDIC (Identify-Differentiate-Interact-Customize)
  • privacy issues of
  • social media and
  • “The Age of Transparency” (Seidman)
• Airbnb
• Amazon
  • customer centricity
  • customer experience
  • customer experience and relationship principles
  • customer interaction
  • customer-strategy enterprise
  • differentiating customers and
  • identifying customers
  • IDIC (Identify-Differentiate-Interact-Customize) concept and
  • measurement and customer-based initiatives
  • social media for customer insight and dialogue
• American Airlines
• American Cancer Society
• American Express
• Ameritrade
• analysis process
• analytical CRM
• analytics. See data mining
• Android
• Angie's List
• Apple
• Arizona State University
• Arro
• Ashley Madison
• AT&T
• attitude
  • attitudinal data
  • attitudinal loyalty
  • customer attitudes and lifetime value (LTV)
• attributes
• Authenticity (Gilmore, Pine)
• automation
  • customer centricity and
  • customer interaction
  • customer journey mapping
  • customer needs differentiation
  • customer-strategy enterprise
  • data mining and
  • differentiating customers and
  • identifying customers with
  • IDIC (Identify-Differentiate-Interact-Customize)
  • for mass customization
  • privacy issues of
  • sales force automation (SFA)
• Avis
• awareness
  • brand awareness
  • customer interaction
  • customer journey mapping
  • customer life cycle and
  • customer-strategy enterprise
  • data mining and
  • measurement and customer-based initiatives
  • mutual awareness of other parties
  • privacy issues
  • social media and

B

• Bain
• Barilla
• Barnes & Noble
• Baseline Consulting
• BBA Accredited
• BBC
• beacons, for customer interaction
• “Becoming a Customer-Strategy Organization” (Puleo)
• behavior
  • behavioral cues
  • behavioral data
  • behavioral loyalty
  • customer loyalty as attitude versus behavior
  • leadership behavior of customer relationship managers
  • understanding customer behaviors and needs
• below zero (BZ)
• benefits
  • of customer interaction
  • differentiating customers and
  • mass customization and
  • privacy and feedback
• Bentley Systems
• Be Proactive (trustability principle)
• Berkshire Hathaway
• Best Buy
• Better Business Bureau
• Big Bang Theory
• Biogen Idec
• BMAI-Strategy
• BMW
• BMW i Remote (BMW)
• Boston Consulting Group (BCG)
• brand
  • brand awareness
  • brand engagement
  • brand monitoring
  • brand relationship
  • brand reputation
  • customer journey mapping and
  • empowering customers to defend brand
• Bristol-Myers Squibb
• “Building Genuine Customer Connections” (Barnes)
• Built to Last (Collins, Porras)
• business models
  • customer experience and relationship principles
  • customer-strategy enterprise
  • identifying customers and
  • IDIC (Identify-Differentiate-Interact-Customize)
  • mass customization
  • measurement
• business partnerships, responsibility to
• business process reengineering (BPR)
• business rules
  • customer interaction
  • customer-strategy enterprise
  • for mass customization
• Business Rule Solutions, LLC
• Business Strategy
• business-to-business (B2B) enterprises, identifying customers in
• business-to-consumer (B2C) enterprises, identifying customers in
• BusinessWeek
• buzz agent

C

• Cabela
• cable and media entertainment companies, identifying customers and. See also individual company names
• campaign marketing
• Canada Post
• “Canada Post Customer Value Management Program” (LeBlanc)
• Canon
• capabilities managers
• Capital One Bank/Financial Corp.
• Cargill
• Carlson Companies
• carmakers, identifying customers and. See also individual company names
• Carphone Warehouse (CPW)
• Center for Exhibition Industry Research
• Chanel No. 5
• Change.org
• Charter of Fundamental Rights (EU)
• Chevrolet
• chief privacy officers
• churn rate
• Citigroup
• “citizen-customers” scenario
• cloud, CRM in
• Club Med
• CNN
• Coach
• Coffee for Less
• collaboration strategy. See interacting with customers
• collaborative customization
• collaborative filtering
• Columbia Business School
• Comcast
• commoditization
• community knowledge
  • customer needs differentiation
  • for differentiating customers, by needs
• complaint discovery
• computer equipment companies, identifying customers and. See also individual company names
• configuration
• connectors
• Constellation Research
• Consumer Connect
• consumer packaged goods companies
• identifying customers and
• See also individual company names
• Consumer Reports
• “Contact Centers Take a New Approach to Customer Interactions” (Glagowski)
• cookies
  • defined
  • deleting
  • Supercookies
  • use of
• core product
• cosmetic customization
• cost efficiency, customer interaction and
• cost per thousand (CPM)
• CoveyLink Worldwide
• credit card hacking. See also privacy and customer feedback
• critical data elements (CDEs)
• cross-selling, data mining and
• crowd service
  • “Crowd Service” (Petouhoff)
  • defined
  • IDIC, overview
• cultural rules
  • customer centricity and corporate culture importance
  • customer-strategy enterprise for
  • of mass customization
• customer analytics, defined. See also data mining
• customer care
  • customer care leaders
  • customer-strategy enterprise
• customer centricity
  • corporate culture importance to
  • customer experience and relationship principles
  • customer relationships leading to good experience
  • customer-strategy enterprise transition to
  • data mining and
  • IDIC, overview
  • leadership behavior of customer relationship managers
  • overview
  • transformation from product centricity to
  • trust of customers, examples
  • trust of customers, maintaining and increasing
• customer churn
• customer contact centers
• customer context
• customer dashboard
• customer data
  • identifying data already available
  • integration of
  • measuring return on customer (ROC) for analysis and utilization
  • one-to-one marketing
  • privacy of (See also privacy and customer feedback)
  • revolution of
  • selection of
• customer equity (CE)
  • customer experience and
  • customer experience and relationship principles
  • customer-strategy enterprise and
  • data mining and
  • IDIC and
  • measurement and customer-based initiatives
• customer experience
  • “Building Genuine Customer Connections” (Barnes)
  • customer-centric companies
  • “Customer Experience” (Pennington)
  • customer experience and relationship principles
  • “Customer Experience Capabilities and Competencies Compared to Financial Performance” (Gilleland)
  • customer experience journey mapping
  • customer experience management (CEM)
  • customer loyalty and
  • customer relationships leading to good experience, overview
  • “Customers, Customer Service, and the Customer Experience” (Zane)
  • customer-strategy enterprise
  • customer-strategy enterprise and
  • data mining and
  • defined
  • principles of (See customer experience and relationship principles)
  • relationship characteristics
  • user experience
  • user experience versus
  • See also customer journey mapping; customer-strategy enterprise
• “Customer Experience” (Pennington)
• customer experience and relationship principles
  • customer experience compared to customer relationship
  • customer experience management (CEM)
  • customer focus as new to business strategy
  • identifying customers
  • increasing value of customer base
  • Learning Relationships for
  • managing, to be competitive
  • market-share and share-of-customer strategies, compared
  • overview
  • return on customer and
  • roots of
  • Royal Bank of Canada example
  • technology revolution and customer revolution
  • technology versus building customer value
  • traditional marketing and
  • See also customer experience; customer relationship management (CRM)
• “Customer Experience Capabilities and Competencies Compared to Financial Performance” (Gilleland)
• Customer Experience Maturity Monitor (CEMM)
• customer focus
• customer insight. See social media
• “Customer Intelligence in the Era of Data-Driven Marketing” (Goodnight)
• customer interaction
  • customer journey mapping versus
  • experience touchmap and
  • interaction centers
• customer journey mapping
  • as brand-driven versus emotional
  • competitive advantage and profitability
  • creating maps
  • customer experience and relationship principles
  • customer experience journey mapping (See also customer experience)
  • customer experience versus user experience
  • customer interactions versus
  • customer-strategy enterprise and
  • effectiveness of
  • frequency for
  • governance of
  • journey, defined
  • JumpStartMD (case study)
  • objectives of
  • outcomes
  • overview
  • personas in
  • pitfalls and barriers of
  • types of maps
  • Xanterra (case study)
• customer life cycle
  • customer interaction
  • customer-strategy enterprise and
  • See also lifetime value (LTV)
• customer loyalty
  • as attitude versus behavior
  • customer equity and
  • customer experience and relationship principles
  • customer-strategy enterprise
  • defined
  • differentiating customers and
  • identifying customers
  • IDIC (Identify-Differentiate-Interact-Customize)
  • loyalty programs
  • LTV change and
  • mass customization
  • privacy issues and
• customer managers
• customer monitoring
• customer orientation
• customer portfolio
• customer portfolio management
• customer relationship management (CRM)
  • customer experience and relationship principles
  • customer needs differentiation
  • customer relationships leading to good experience (See customer experience)
  • customer-strategy enterprise
  • data mining and
  • enterprise CRM
  • identifying customers
  • mass customization
  • open cloud CRM
  • operational CRM
  • privacy issues and (See also privacy and customer feedback)
  • relationship as basic building blocks
  • social media and
  • trust in unison with
  • See also customer experience and relationship principles; IDIC (Identify-Differentiate-Interact-Customize); trust
• customers
  • customer sacrifice
  • customer segment
  • point of view of
  • retention of
  • “using up”
• “Customers, Customer Service, and the Customer Experience” (Zane)
• customer satisfaction
  • measuring
  • satisfaction gap
  • See also attitude
• customer service
  • customer experience and relationship principles
  • customer interaction
  • “Customers, Customer Service, and the Customer Experience” (Zane)
  • customer service representatives (CSR)
  • customer-strategy enterprise
  • data mining and
  • differentiating customers and
  • “How Do We Fix Service?” (Price, Jaffe)
  • identifying customers and
  • IDIC (Identify-Differentiate-Interact-Customize)
  • improvement of
  • measurement and customer-based initiatives (See also lifetime value (LTV))
  • privacy issues and
  • social media for
• Customers Rock!
• customer-strategy enterprise
  • “Becoming a Customer-Strategy Organization” (Puleo)
  • customer centricity transition from
  • “Customer Experience” (Pennington)
  • customer experience and
  • customer experience and relationship principles
  • “Customer Experience Capabilities and Competencies Compared to Financial Performance” (Gilleland)
  • customer interaction
  • customer needs differentiation
  • customer portfolio management
  • “Customers, Customer Service, and the Customer Experience” (Zane)
  • customer service improvement
  • customer strategy, defined
  • customer-strategy enterprise
  • differentiating customers and
  • employee management and
  • “How Do We Fix Service?” (Price, Jaffe)
  • IDIC and
  • mass customization
  • overview
  • picket fence strategy
  • pilot projects and incremental change
  • privacy issues and
  • relationship governance for
  • segment management
  • “The Everyday Leader” (Nelson)
  • transformation from product centricity to customer centricity
  • transition across enterprise
  • transition process for key enterprise areas
  • “Understanding Customer Experience through Customer Journey Mapping” (Peck) (See also customer journey mapping)
  • See also customer centricity
• customer value management
  • customer experience and relationship principles
  • customer-strategy enterprise
  • differentiating customers and
  • using needs differentiation to build customer value
• customization
  • customer interaction
  • customer needs differentiation
  • “Customizing Online Communication” (Spitale)
  • defined
  • differentiating customers and
  • identifying customers
  • overview
  • See also mass customization
• “Customizing Online Communication” (Spitale)
• CVS Pharmacy

D

• Daimler-Chrysler
• dashboard
• data. See customer data; data mining
• data mining
  • customer analytics, defined
  • “Customer Intelligence in the Era of Data-Driven Marketing” (Goodnight)
  • customer relationship management (CRM) in the cloud
  • data collection and
  • data produced from
  • defined
  • financial characteristics applied to
  • mortgage loan sale example
  • overview
  • real estate development example
  • Verizon Wireless example
• data warehousing
• Dell Computer
• Delta Airlines
• demand chain
  • defined
  • demand chain management
  • for mass customization
• demographic data
  • customer needs versus demographics
  • data mining and (See also data mining)
  • for identifying customers
  • lifestyle change
  • measurement and
  • See also customer data
• DesignJet
• dialogue
  • customer dialogue as unique and valuable asset
  • customer interaction and requirements for
  • social media for (See social media)
• differentiating customers
  • assessing customer's potential value
  • “Canada Post Customer Value Management Program” (LeBlanc)
  • customer interaction and
  • customer lifetime value
  • customer referral value
  • customer-strategy enterprise
  • customer value as future-oriented variable
  • customer value categories
  • dealing with tough customers
  • different values of different customers
  • “firing” unprofitable customers
  • growing share of customer
  • identifying customers and
  • managing mix of customers
  • measurement and customer-based initiatives
  • overview
  • Pareto principle and power-law distributions
  • recognizing hidden potential value in customers
• differentiating customers, by needs
  • categorizing customers by needs
  • community knowledge for
  • customers, defined
  • demographics versus needs
  • differentiate, defined
  • difficulty of
  • example of
  • financial services scenario
  • needs, defined
  • overview
  • pharmaceutical industry example
  • Predictably Irrational (Ariely)
  • understanding customer behaviors and needs
  • understanding needs
  • universities' differentiation of students' needs scenario
  • using needs differentiation to build customer value
• Digital Insight
• digital video recorders (DVR)
• discrete (transactional) customer strategies
• disintermediation
• Disney World
• disruptive innovation
• Distillery
• Domino's Pizza
• Do the Right Thing (trustability principle)
• Do Things Right (trustability principle)
• Doubletree Hotel
• drip irrigation dialogue
• Driva Solutions
• Dunn Humby

E

• East Bay Group Consulting
• eBay
• Economic Value Added (EVATM)
• Economist, The
• Eddie Bauer
• Edelman
• Edelman Public Relations
• EdgeVerve
• EdX
• effort, of customer interaction
• e-mail
  • for customer interaction
  • spam
• Emerson Electric
• emotional dimension, of customer interaction
• emotional loyalty
• employee management
• empowerment
• engagement, social media for
• enterprise CRM
  • data mining and
  • software as a service (SaaS) CRM
• enterprise customer
  • enterprise trust and privacy pledges
  • identifying customers
• enterprise resource planning (ERP)
• enterprise strategy map
• enterprise-wide rules, minimizing
• Ernst and Young
• Estelar La Fontana Hotel
• E*TRADE
• Europe, privacy issues in
• European Commission
• European Convention on Human Rights
• European Organization for Economic Cooperation and Development
• European Union Data Protection Directive
• event-driven marketing
• “Everyday Leader, The” (Nelson)
• excessive contact with customers, avoiding
• expanded need set
• explicit bargain
• ExxonMobil
• E-ZPass

F

• Facebook
  • customer experience
  • customer experience and relationship principles
  • customer interaction
  • customer-strategy enterprise
  • identifying customers
  • IDIC (Identify-Differentiate-­Interact-Customize) concept and
  • mass customization
  • measurement and customer-based initiatives
  • privacy issues and
  • social media for customer insight and dialogue
• Facebook Effect, The (Kirkpatrick)
• failures, fiasco and wise
• fake reviews
• fax machines, for customer interaction
• feedback
  • from customers
  • negative feedback from customers
  • See also privacy and customer feedback
• fiasco failure
• financial issues
  • acquisition costs of customers
  • actual value
  • cost efficiency and customer interaction
  • cost per thousand (CPM)
  • See also return on investment (ROI)
• financial services and banking industry
  • building customer relationships in
  • customer needs differentiation scenario
  • identifying customers and
  • IDIC and
  • measurement and customer-based initiatives
  • stock market
  • See also individual company names; individual names of companies
• Financial Times
• “firing,” of unprofitable customers
• first-call resolution (FCR)
• First Direct (HSBC Bank)
• First Lego League
• Flickr
• Forbes
• Forrester Research, Inc.
  • customer experience and relationship principles
  • customer journey mapping
  • customer-strategy enterprise
  • IDIC (Identify-Differentiate-Interact-Customize) concept and
  • mass customization
  • privacy issues and
  • social media for customer insight and dialogue
• Fortune
• Fort Worth Star-Telegram
• four Ps of marketing (product, place, price, promotion)
• Franklin University
• frequency marketing plans, for identifying customers
• Fresh Direct
• friction, of customer interaction
• functional loyalty
• Future Perfect (Davis)

G

• Gallup
• Gartner Group
• General Electric (GE)
• generally accepted accounting principles (GAAP)
• GENPACT
• Golden Questions
• Google
  • customer centricity
  • customer interaction
  • customer journey mapping
  • customer-strategy enterprise
  • Google+
  • Google Glass
  • IDIC (Identify-Differentiate-Interact-Customize) concept and
  • measurement and customer-based initiatives
  • social media for customer insight and dialogue
• GoPro
• gross ratings points (GRP)
• Guardian, The

H

• Habitat for Humanity
• Harley-Davidson
• Harvard Business Review
  • customer centricity
  • customer experience
  • customer experience and relationship principles
  • customer interaction
  • customer-strategy enterprise
  • differentiating customers and
  • IDIC (Identify-Differentiate-Interact-Customize) concept and
  • mass customization
  • measurement and customer-based initiatives
  • privacy issues and
• Harvard Business School
• HBO
• Heinz
• Hewlett-Packard (HP)
• Hilton Hotels
• Home Depot
• “How Do We Fix Service?” (Price, Jaffe)
• How We Lead Matters (Nelson)
• HSBC Bank
• Hubspot
• human resources, customer-strategy enterprise for

I

• IBM
• identifying customers
  • in business-to-business (B2B) enterprises
  • in business-to-consumer (B2C) enterprises
  • customer data already available
  • customer data revolution
  • customer data selection
  • customer engagement
  • customer interaction and
  • customer recognition for information
  • customer-strategy enterprise and
  • data integration
  • differentiating customers and
  • identifying, defined
  • importance of
  • Internet of Things and smart products for
  • loyalty programs and frequency marketing plans for
  • overview
  • privacy issues of
  • See also privacy and customer feedback
• identity theft. See also privacy and customer feedback
• IDIC (Identify-Differentiate-Interact-Customize)
  • analysis and action
  • becoming more trustable to customers
  • Be Proactive for (See also proactivity)
  • “citizen-customers” scenario
  • customer relationship and trust in unison
  • customer relationship as basic building blocks of
  • customize treatment, overview
  • defined
  • differentiate customers, overview
  • Do the Right Thing
  • Do Things Right
  • identifying customers, overview
  • interacting with customers
  • interact with customers, overview
  • man with folding chair example
  • measurement and customer-based initiatives (See also measurement)
  • overview
  • “The Age of Transparency” (Seidman)
  • “The Speed of Trust” (Covey)
  • trustability principles
  • trust and information
  • trust for Learning Relationships
  • See also customization; differentiating customers; differentiating customers, by needs; identifying customers; interacting with customers; privacy and customer feedback; social media
• IKEA
• Implications Wheel
• implicit bargains
• “Importance of Listening and Social Media, The” (Carroll)
• individualists
• individualized experience
• “Individual Privacy and Data Protection” (Ponemon)
• influencing
• information
  • customer recognition for information (See also customer data; identifying customers)
  • IDIC (Identify-Differentiate-Interact-Customize)
  • information age
  • Information Age
  • social media for customer insight and dialogue
  • trust and
• information technology, customer-strategy enterprise for
• Infosys
• innovation
  • customer interaction
  • customer journey mapping
  • customer-strategy enterprise
  • differentiating customers and
  • disruptive innovation
  • identifying customers
  • IDIC (Identify-Differentiate-Interact-Customize)
  • mass customization
  • measurement and customer-based initiatives
  • product innovation
  • service innovation
  • social media and
  • trust and
• Instagram
• insurance companies, identifying customers and. See also individual company names
• Intel
• interacting with customers
  • avoiding excessive contact
  • complaints from customers
  • “Contact Centers Take a New Approach to Customer Interactions” (Glagowski)
  • cost efficiency and effectiveness of customer interaction
  • customer dialogue as unique and valuable asset
  • customer-strategy enterprise and
  • “Customizing Online Communication” (Spitale)
  • dialogue requirements for
  • feedback from customers
  • Golden Questions for
  • IDIC and
  • implicit and explicit bargains for
  • integration across entire enterprise
  • interaction, defined
  • interactive, addressable media for
  • “Managing Customer Experiences by Taking the Customer's Perspective” (Ariss)
  • mass customization
  • one-to-one marketing and
  • overview
• interactive age
• interactive era
• interactive voice response (IVR)
• International Association of Privacy Professionals
• Internet, for customer interaction. See also social media
• Internet Advertising Bureau
• Internet of Things (IoT)
  • for customer interaction
  • identifying customers and
  • mass customization with
• interviews, with customers
• Intuit
• Investopedia
• iPhone (Apple)
• iPod (Apple)
• iRobot
• ISO 9000
• iterative
• iTunes (Apple)

J

• Jaguar Land Rover
• JC Penney
• JetBlue Airways
• Johnson & Johnson
• JumpStartMD (JSMD)

K

• Kaizen
• Kellogg
• key performance indicators (KPIs)
• Klout
• Kraft
• Kroger

L

• leadership
  • customer care leaders
  • of customer relationship managers
  • market leadership characteristics
  • See also customer centricity; customer-strategy enterprise
• leading indicators
• Learning Relationships
  • for customer experience and relationship principles
  • customer needs differentiation
  • mass customization
  • trust for
• legacy metrics
• Lego
• Lenovo
• Leo Pharma
• lifestyle change
• lifetime value (LTV)
  • customer centricity
  • customer needs differentiation
  • customer-strategy enterprise
  • differentiating customers for
  • indicators
  • lifetime value drivers
  • maximizing long-term value and hitting short-term targets
  • measurement and
  • prediction of
• Lillian Vernon
• LimeBridge Australia
• LinkedIn
  • customer interaction
  • customer-strategy enterprise
  • privacy issues and
  • social media for customer insight and dialogue
• Linksys
• Linux
• Lisa (Apple)
• listening
  • to customers through social media
  • customer-strategy enterprise and
  • “The Importance of Listening and Social Media” (Carroll)
• Lithium Technologies
• L.L. Bean
• logical dimension, of customer interaction
• low-maintenance customers
• loyalty programs, for identifying customers

M

• Macintosh (Apple)
• MagicBands
• Magna International
• Make Change Positive
• “Managing Customer Experiences by Taking the Customer's Perspective” (Ariss)
• man with folding chair (example)
• marketing messages, daily circulation of
• marketing resources management (MRM)
• market leadership, characteristics of
• Market & Opinion Research International
• market segment
• market-share strategy, share-of-customer strategy versus
• Marriott
• mass customization
  • “A Quick Primer on Business Rules” (Kasanoff)
  • cultural rules of
  • customization and (See also customization)
  • customization as unequal
  • customization of standardized products and services
  • defined
  • demand chain and supply chain for
  • identifying customers and
  • overview
  • for profitability
  • technology for
  • value streams
• massive open online courses (MOOCs)
• mass marketing
• Mattel
• McAfee
• MCI
• McKinsey Quarterly
• McLane Distribution
• measurement
  • customer-based initiatives and, overview
  • customer equity and
  • customer equity and customer loyalty
  • customer-strategy enterprise
  • of efficiency
  • lifetime value (LTV), leading indicators
  • lifetime value (LTV) and
  • maximizing long-term value and hitting short-term targets
  • for maximizing long-term value and hitting short-term targets
  • overview
  • return on customer (ROC)
  • return on customer (ROC), analyzing and utilizing
  • return on customer (ROC), overview
  • of social media for customer insight and dialogue
  • statistical analysis on customers
  • value of potential customers
  • See also customer-strategy enterprise; data mining
• Mechanical Turk
• Medimetrix/Unison Marketing
• Mega Bloks
• Mercedes
• Microsoft
• Minerva
• mix of customer values
• modularization
• moment of truth (MoT)
  • customer-strategy enterprise
  • data mining and
  • mass customization
• Monster
• Moody's
• mortgage loan sale (data mining example)
• most growable customers (MGCs)
• most valuable customers (MVCs)
  • customer-strategy enterprise
  • differentiating customers and
  • mass customization
  • measurement and customer-based initiatives
  • privacy issues and
  • social media and
• Motorola
• Mozilla
• Mulino Bianco
• multiple channel marketing
• mutuality
• MyChevrolet (Chevrolet)
• myfico.com
• MySpace

N

• National Cyber Security Alliance
• Navistar
• Navy Federal Credit Union
• needs
  • customer interaction
  • customer-strategy enterprise
  • defined (See also differentiating customers, by needs)
  • mass customization
  • measurement and customer-based initiatives
  • privacy issues and
  • research on
  • social media and
• net present value (NPV)
• net promoter score (NPS)
  • customer-strategy enterprise and
  • differentiating customers and
  • measurement and customer-based initiatives
• Neustar
• New Yorker, The
• New York Times
• New York Transit Authority
• NikeID
• Nintendo
• Nissan
• Nissan Leaf (Nissan)
• Nobel Prize
• nonaddressable
• nonprofit organizations, customer needs differentiation for
• Nordstrom
• Norton
• NPR

O

• omnichannel marketing
• omnichannel real-time customer dialogues
• 1-9-90 rule
• 1to1 Media
• one-to-one marketing
• open cloud CRM
• open source software
• operational CRM
• opinion spam
• optimized customer campaigns
• opt in
• opt out
• Orbitz
• organizational culture
  • customer centricity and corporate culture importance
  • customer-strategy enterprise for
  • mass customization and
• Orica
• Original Stitch
• Origin of Wealth, The (Beinhocker)
• Orlando Magic
• outcomes, customer versus company
• overdelivering

P

• Pareto principle
• Patagonia
• Peapod
• Peppers & Rogers Group
• Periscope
• permission marketing
• personalization
• personas, in customer journey mapping
• Pew Research Center
• pharmaceutical industry, differentiating customers by needs
• physical dimension, of customer interaction
• picket fence strategy
• Pinterest
• pledges, of privacy
• point of view, of customers
• Ponemon Institute
• potential value
  • customer interaction and
  • customer-strategy enterprise and differentiating customers (See also lifetime value (LTV))
  • differentiating customers
• See also actual value
• power-law distributions
• Predictably Irrational (Ariely)
• predictive analytics
  • differentiating customers and
  • measurement and customer-based initiatives
  • See also customer data; data mining
• Princeton University
• privacy and customer feedback
  • “Individual Privacy and Data Protection” (Ponemon)
  • online data submission and
  • privacy concerns, overview
  • privacy concerns about shopping transactions
  • privacy issues in Europe compared to U.S.
  • privacy pledges to build enterprise trust
  • privacy policy
  • “The Trust Advantage of Robert Data Stewardship” (Rose)
  • trust issues of
  • Universal ID cards
• proactivity
  • Be Proactive
  • customer centricity and
  • customer experience and relationship principles
  • customer interaction
  • customer-strategy enterprise
  • identifying customers
  • IDIC (Identify-Differentiate-Interact-Customize)
  • mass customization
  • measurement and customer-based initiatives
  • privacy issues and
  • proactive trustworthiness
  • social media and
• procedural fairness
• Procter & Gamble (P&G)
• product, place, price, promotion (four Ps of marketing)
• product centricity, transformation to customer centricity
• profitability
  • customer journey mapping
  • mass customization for
  • measurement of
  • profit growth factors
• Prudential Insurance

Q

• QuickBooks
• Quicken
• “Quick Primer on Business Rules, A” (Kasanoff)

R

• Rabobank
• RadioShack
• real estate development (data mining example)
• reality television shows, privacy and
• real-time analytics
• recognition
  • customer needs differentiation
  • of customer personas
  • of customers (See also identifying customers)
  • of potential value in customers
  • social media for customer insight and dialogue
• relational (collaborative) customer strategies
• relationship equity
• relationship governance
• relationship managers
• relationship value
• reputation
  • brand reputation
  • online technology and
• research and development, customer-strategy enterprise for
• Retail Industry Leaders Association
• Retail Systems Research
• retention, of customers
• return on customer (ROC)
  • customer-strategy enterprise
  • overview
• return on investment (ROI)
  • building customer relationships in financial services
  • customer-strategy enterprise
  • data mining and
  • measuring efficiency which customers create value
• return on marketing investment (ROMI)
• return on marketing resources (RMR)
• Ritz-Carlton
• Roche
• Rocket Chemical Company
• Roper Starch Worldwide
• Ross Controls
• Royal Bank of Canada (RBC)
• RSS feeds
• Running Room
• RyanAir

S

• Safe Harbor standards, privacy and
• Sainsbury
• sales force automation (SFA)
• sales force compensation
• SalesForce Marketing Cloud
• Samsung Galaxy
• SAS Institute
• satisfaction gap
• Satmetrix
• Scottrade
• search engine optimization (SEO)
• Sears
• segment management
• SELECT (Bentley Systems)
• self-orientation
• Sephora
• Shapeway
• share of customer (SOC)
  • customer experience and relationship principles
  • customer interaction
  • customer needs differentiation
  • customer-strategy enterprise
  • data mining and
  • differentiating customers and
  • mass customization
  • measurement and customer-based initiatives
• Shell
• S&H Green Stamps
• Shop.org
• short message service (SMS)
• Siemens AG
• Six Flags
• Six Sigma
• Skoda
• SK Telecom
• smart products, for identifying customers
• Smart Shopper
• Snapchat
• social filtering
• social media
  • in Age of Transparency
  • “Crowd Service” (Petouhoff)
  • for customer insight and dialogue, overview
  • for customer interaction
  • customers helping other customers, advantages of
  • customers helping other customers, enlisting
  • customer-strategy enterprise
  • data mining and
  • defined
  • empowering customers to defend brand
  • engaging supporters with social media
  • influencing the influencers for insight
  • listening to customers through
  • privacy issues of
  • reputation and online technology
  • social media costs and goals
  • “The Importance of Listening and Social Media” (Carroll)
  • trust for interacting with
  • See also individual names of social media companies
• social networking
• Society of Friends
• sockpuppet
• software as a service (SaaS) CRM
• Sony
• Southern Connecticut State University
• Southwest Airlines
• spam
• SPAR
• SpectrumCX
• “Speed of Trust, The” (Covey)
• Sprint
• stable data
• Staples
• Starbucks
• Starwood Hotels
• State Farm
• statistical analysis, return on customer (ROC) and
• stock market
• SuiteCX
• Sunset Direct
• Supercookies
• super-growth customers
• super-users (1-percenters)
• supply chain
  • customer-strategy enterprise
  • defined
  • for mass customization
  • supply chain management
• Supreme Performance Metric
• Swiss Bank Coop
• switching cost
• Symantec
• Synovate Mail Monitor

T

• Taco Bell
• TaskRabbit
• Technical Assistance Research Program (TARP)
• technology
  • building customer value compared to
  • customer experience as result of
  • for customer interaction
  • for customer interaction, and enterprise-wide integration
  • customer-strategy enterprise for
  • identifying customers with
  • interactive, addressable media for customer interaction
  • “Managing Customer Experiences by Taking the Customer's Perspective” (Ariss)
  • for mass customization
  • reputation and online technology
  • technology revolution and customer revolution
  • See also social media
• telecommunications companies, identifying customers and. See also individual company names
• TeleTech
• Temkin Group
• Tesco
• texting
• 3-D printing
• 3M
• 360-degree experience maps
• Tibco Software
• TiVo
• T-Mobile
• Top Value
• Total Quality Management
• total shareholder return (TSR)
• touchmaps
• touch-point analysis
• Toyota
• Toys “R” Us
• trajectory
  • customer interaction
  • differentiating customers and
  • measurement and customer-based initiatives
• transparency
  • Age of Transparency
  • cost transparency
  • customer centricity
  • customer experience and relationship principles
  • customer-strategy enterprise
  • IDIC (Identify-Differentiate-Interact-Customize)
  • mass customization
  • measurement and customer-based initiatives
  • privacy issues and
  • radical transparency
  • social media and
  • transparent customization
• TripAdvisor
• trust
  • becoming more trustable to customers
  • customer centricity, examples
  • customer interaction and
  • information and
  • innovation and
  • for Learning Relationships
  • maintaining and increasing
  • measurement and customer-based initiatives
  • privacy and (See also privacy and customer feedback)
  • reputation and online technology
  • for social media interaction
  • trustability, importance
  • trustability, principles of (See trustability principles)
  • trustability, traditional versus strategic
  • trustability versus trustworthiness
  • “Trust Advantage of Robert Data Stewardship, The” (Rose)
  • trust seal
  • See also privacy and customer feedback
• trustability principles
  • Be Proactive
  • Do the Right Thing
  • Do Things Right
• “Trust Advantage of Robert Data Stewardship, The” (Rose)
• Trust Barometer (Edelman)
• TRUSTe
• Trusted Advisor Associates
• trusted agent
• trust platform
  • customer experience and relationship principles
  • IDIC (Identify-Differentiate-Interact-Customize)
  • See also transparency
• Tumblr
• TurboTax
• turnover
• Twitter
  • customer experience
  • customer experience and relationship principles
  • customer interaction
  • customer-strategy enterprise
  • data mining and
  • differentiating customers and
  • identifying customers
  • IDIC (Identify-Differentiate-Interact-Customize) concept and
  • mass customization
  • privacy issues and
  • social media for customer insight and dialogue

U

• Uber
• “Understanding Customer Experience through Customer Journey Mapping” (Peck)
• United Airlines
• United Nations Declaration of Human Rights
• Universal ID cards
• universities, differentiation of students' needs by
• University of Notre Dame
• unrealized potential value
• up-selling, data mining and
• USAA Insurance
• U.S. Cellular
• user experience
• U.S. Federal Trade Commission (FTC)

V

• value
  • customer needs differentiation
  • customers as value-creating assets
  • increasing value of customer base
  • measuring efficiency which customers create value
  • relationship value
  • value creators
  • value destroyers
  • value harvesters
  • value of the customer base
  • value skew
  • value streams
  • See also lifetime value (LTV)
• values, hierarchy of
• VeraHeart
• Veritas
• Verizon Wireless
  • data mining and
  • IDIC (Identify-Differentiate-Interact-Customize) concept and
  • measurement and customer-based initiatives
  • social media for customer insight and dialogue
• Victoria's Secret
• Vine
• Vodafone Turkey
• voice of customer (VOC) tools
• voice of employee (VOE)

W

• Walgreens
• Wallet Allocation Rule
• Wall Street. See financial services and banking industry
• Wall Street Journal
• Walmart
  • customer centricity
  • customer-strategy enterprise
  • differentiating customers and
  • IDIC (Identify-Differentiate-Interact-Customize) concept and
  • measurement and customer-based initiatives
  • social media for customer insight and dialogue
• Walt Disney
• Washington Post, The
• Wealth of Networks, The (Benkler)
• wearable technology
• Wells Fargo
• Westpac New Zealand Bank
• White Mill
• Whole New Mind, A (Pink)
• WikiLeaks
• Wikipedia
  • customer experience
  • customer interaction
  • customer-strategy enterprise
  • data mining
  • identifying customers
  • IDIC (Identify-Differentiate-Interact-Customize) concept and
  • privacy issues and
• Winfrey, Oprah
• Wired
• wireless technology
• Wisdom of Crowds, The (Surowiecki)
• wise failure
• word of mouth (WOM)

X

• Xanterra

Y

• Yelp
• YouTube
  • customer interaction
  • customer needs differentiation
  • customer-strategy enterprise
  • data mining and
  • differentiating customers and
  • privacy issues and
  • social media for customer insight and dialogue

Z

• Zane's Cycles
• Zappos
• zero latency