consumer-to-business (C2B) 12–14, 517
consumer-to-consumer (C2C) 12–14, 517
consumer-to-government (C2G) 13
contact, control of 353
contact information 101
contact or touch strategy 270, 517
content 28, 517
control of 353
delivering 392
testing 334
content design 332–4
content developer 306, 438
content development and testing 334–5
content management 440–1, 517
context-oriented navigation schemes 328
contextual ads 381
continuous e-communications 197, 517
convergence 517
conversion e-mail 398
conversion marketing 62, 517
conversion rate 368, 422, 517
cookies 109–12, 517
legal constraints 111–12
and privacy issues 111
types 109–10
uses 110––111
core product 217–19, 517
core tenants 467, 517
cost models for Internet advertising 517
cost per acquisition (CPA) 367, 517
cost per action 368
cost per click (CPC) 368, 518
cost per mille (CPM) 393, 518
cost per targeted mille (CPTM) 518
cost-plus pricing 234
countermediation 55, 240, 518
country of origin principle 114
cracker 463, 518
Crawshaw, P. 358–9
creative e-mail marketing 399, 401
Croom, S. 498–9, 500
cross-media optimisation studies (XMOS) 396
cross-sell 267
cross-selling 518
Csikszentmihalyi, M. 327
Cude, B. 453
Curry, A. 126
customer acquisition 267, 518
in e-mail marketing 398
customer activity 278
customer-centric marketing 5, 258, 518
customer channel preferences 194
customer communication 277
customer communication channels 191, 518
customer differentiation 277
customer experience 290, 302–3, 525
customer extension 267, 518
customer-facing applications 496
customer feedback 221customer identification 277
customer information 154
in e-CRM 273
customer insight 11, 61, 518
customer interaction 277
customer journey 4, 518
customer lifecycle 267, 518
groups, identifying 183
customer lifecycle management 267–72
online and multi-channel security quality 272
permission marketing 268–70
personalisation and mass customisation 270–1
customer loyalty 261, 518
and customer satisfaction 261
improvement in 177
customer orientation 518
customer-oriented content, developing 323–4
customer persona 75–7
customer-preferred channels 400
customer profiling 275, 518
characteristics, identifying 183
customer relationship management (CRM) 257,
518
customer retention 267, 518
in e-mail marketing 398–9
encouraging 392
customer satisfaction 261, 518
customer scenarios (user journeys) 75, 166, 518
customer selection 267, 518
customer service management in CRM 264
customer touchpoints 518
customer value
improvement in 177
managing 278
customers 61–73
conversion models 62–4
demand analysis 61–72
and support query 246
Cutler, M. 419
cybermediaries 518
cyberspace and cybermarketing 518Dabs 471
Daniel, E. 159, 204, 205
data collection 426
data controller 103, 518
data fusion 518
data mining 519
data protection
guidelines 103–6
data subject 103, 518
data warehousing 519
database marketing 519
Davidow, W.H. 242
Dayal, S. 225
de Chernatony, L. 224, 225, 229, 302
De Jong, B. 172
De Kare-Silver, M. 68–9, 191, 195INDEXINMA_Z02.QXD 17/5/06 4:25 pm Page 537