payment systems 134
peer-to-peer services 504
penetration pricing 235
people 245–7
people variable 245, 526
Peppers, D. 260, 268, 277
perceived risk 460–1
Perea, T. 453
perfect market 233, 526
performance drivers 173–4, 196, 420, 526
performance management system 417, 526
performance management systems 417–33
analytics tools, selecting 426–0
barriers to 419
channel promotion 421–2
creating 418–20
data collection 426
defining 420–3
maintenance process 433–5
responsibilities for 435–7
standards for mearurement 425
tools and techniques 424–33
performance measurement system 417, 526
performance metrics 173, 526
performance of web site 526
Performance Research 390
permission marketing 108, 268, 526
persistent cookies 109, 526
personal call back 363
personal data 102, 526
in CRM 264
personalisation 22, 270, 351, 526
personas 75–7, 166, 314, 526
persuasion marketing 312, 526
PEST factors 98
Peters, L. 350, 353
Petersen, E. 416
phishing 135, 526
phone-me 526
physical evidence variable 248, 526
Picardi, R. 187
Pickton, A. 357
Pincott, G. 361
Pitt, L. 235
pixel 526
place 237–43, 526
channel conflicts 240–2
localisation 239–40
new channel structures 240
of purchase 238–40
virtual organisation 242–3
Plan, Y. 505
plug-in 30, 526
podcasts 22, 387
political environment of B2B marketing 488
political factors 138–41
Poon, S. 138, 193portal site 16, 52
portals 89, 526
for E-malls 466
types 89–90
Porter, M. 472
on B2B marketing 485, 489, 505
on Internet microenvironment 43, 46, 49–52,
60, 85
on marketing strategy 168, 174, 186
portfolio analysis 162, 204, 526
POSCO 501
positioning strategy 180, 185, 526
Powell, P. 163
pragmatic incremental strategy 159
prescriptive strategy 158, 526
press releases 467
price 231–7
downward pressure on 233–5
price adaptability 234
price elasticity of demand 231, 526
price-indifference 234
price performance excellence 186
price precision 234
price segmentation 234
price transparency 231, 526
increased 231–3
price variable 231, 527
pricing
new approaches 235–7
pricing mechanisms 236
pricing model 231, 527
primary persona 76, 527
privacy 101–13, 527
in e-CRM 273
regulations on 107–9
Privacy and Electronic Communications
Regulations Act 107, 527
privacy statement 111, 527
process variable 248, 527
product
core, varying 217–19, 222
extended 219–21
velocity of development 221
velocity of diffusion 221–2
product development strategy 177
product information 467
product performance excellence 186
product recommendation in LTV 285–6
product selection tools 245
product variable 217, 527
productive opportunities 477
productivity in hype cycle 118
profile fields in e-CRM 273
profile information 101–2
profiling see customer profiling
project manager 306
promotion (online and offline) 243–4, 527
investment in 403–4INDEXINMA_Z02.QXD 17/5/06 4:25 pm Page 545