INDEXcase studies (continued)
consumer perceptions 355–7
Debenhams 290–3
Dell computers 179, 182
Deutsche Bank 265–6
Disasters Emergency Committee 359–60
eBay 33–6
electronic marketing 506–10
electronic retailers 389–90
eTailQ 459
Euroffice 184–5
fast moving consumer goods (FMCG) 407–9
GlaxoSmithKline 237
Handbag.com 361
high-tech company employee benefit schemes
491–2
interactive digital TV (iDTV) 127
interactive marketing communications 355–7
lastminute.com 478–9
Match.com 370
metrics for internet marketing 441–6
multi-site online car purchase 84
Napster 226–7, 248–51
nationwide customer service 247
NHS Purchasing and Supply Agency 499–500
North-West Supplies 16–18
offline communications 370
online goods for sale, UK 471–2
online marketing, offline impact 474–6
online purchasing process 456–7
online video advertising 497
Rolls-Royce 262
short message service (SMS) 123
Tesco.com 207–9
Virgin radio 130–1
Volvo 127
Zopa 90–2
catalogues 87, 516
certificate 133, 516
certification authority (CA) 131, 133, 516
Chaffey, D. 9, 11, 14, 63, 67
on interactive communications 65–366, 399,
400, 401
on internet marketing strategy 161, 163
on marketing mix 217, 219, 245
on marketing strategy 161, 163, 169, 199, 205
on performance management systems 420–1, 440
on relational marketing 262, 269
on web site design and development 322, 333,
336, 337, 338
change management 199
channel behaviour 516
channel buyer behaviour 422
channel chain map 56
channel conflicts 516
channel confluence 504
channel marketing strategy 152–3, 516
channel outcomes 422–3, 516channel profitability 423, 516
channel promotion 421, 516
in performance management systems 421–2
channel satisfaction 422, 516
channel specific communications 152
channel specific objectives 152
channel structures 53–6
Chase, L. 85
Chaston, I. 162, 185, 186
Christodoulides, G. 225
Cisco 325, 330
case study 498
Citibank 48
Citroen 469
Clemons, E. 79
click-stream 63, 516
click-tracking Java 517
‘clicks and mortar’ 191, 464, 516
clicks-only or Internet pureplay 191, 516
clickthrough 393, 517
clickthrough rate 393, 517
client-server 27, 517
co-alliance model 243
co-branded e-mail 398
co-branding 390, 517
co-browsing 245
Co-operative Bank 48
coherence of site design 324
cold e-mail 398
cold list 106, 517
collaborative filtering 271, 517
Comet 471
Comet (case study) 130–1
CommerceOne 501
commercial exchanges in B2B markets 493–501
commoditisation 47, 232, 517
common customer profile 269
Common Gateway Interface (CGI) 517
communication style 353
communications data in CRM 264
communications mix 349–50
optimal, selecting 403–7
company information 467
company-preferred channels 400
competition-based pricing 235
competition in B2B marketing 489
competitive intelligence (CI) 159, 517
competitor analysis 85, 167, 517
competitor benchmarking 167
competitors 85–6
names 113–14
competitors’ web sites, reviewing 317–18
complexity of site design 324
computer telephone integration 517
confidentiality see security methods
consistent navigation schemes 328
consumer advertisers 477
consumer perceptions (case study) 355–7INMA_Z02.QXD 17/5/06 4:25 pm Page 536