INMA_A01.QXD

INDEX

promotion variable 243, 527

propensity modelling 285

prosumer 218–19, 527

prototypes and prototyping 308–9, 527

Prudential Insurance 48

psychographic segmentation 70, 527

public key 527

public-key encryption 132–3, 527

public-key infrastructure (PKI) 133, 527

public relations 372

pull media 21, 350, 527

Pullen, M. 139

purchase behaviour, identifying 183

purchasing function, streamlining 499

pureplay 465

Purinton, E. 324

push media 21, 350, 527

push technology 527

qualified lead 527

qualitative customer research 166

Quelch, J. 137, 162, 221, 231

Queree, A. 237

questionnaires 431–2

Quinn, J.B. 158

Raphel, M. 259

Raskin, O. 71, 432

Raymond, E.S. 463

Rayport, J. 50, 57, 88, 218, 493

re-sell 267

reach 85–6, 393, 527

reactivation 267

reaggregation 52

really simple syndication (RSS) 387–8, 527

realnames 527

recency analysis in LTV 283

reciprocal links 386

recruitment information 467

referrals 267

referrer 421, 527

referring sites 527

The Register 311

registration (individuals) 527

registration (of domain name) 527

regular e-newsletters 399

Reichheld, F. 257, 259, 340

reintermediation 25, 54, 240, 528

relationship excellence 186

relationship marketing 5, 258, 528

applications 264

benefits of 258–9

customer loyalty 261

differentiating customers 260–1

and electronic CRM 262–6

key concepts 258–62

technologies and data 264–5

relevant e-mail marketing 399

reliability of web sites 337

repeat visits 528

representation 57

repurposing 127, 528

reseller markets in B2B 494

Resnik, A. 332

resonsiveness of web sites 337

resource analysis 161–2, 528

respond in lifetime value modelling 282

response behaviour

identifying 183

soliciting 392

results-based payment 395, 528

retail channel 467, 528

retail format 528

retention see customer retention

Rettie, R. 327–8

return on advertising spend (ROAS) 528

return on investment (ROI) 368, 528

return path 126, 528

revenue models 61, 179, 528

revenue strategies 179–80

reverse auctions 235, 237, 528

Revolution 189, 416

rich-media advertisements 528

Ries, A. 229

Ries, L. 229

Rigby, D. 259, 341

Robertson, J. 319

Robinson, J. 139

Robinson, M. 52, 159, 499

Robinson, P. 80

robot 87, 376, 528

Roe, M. 79

Rogers, E. 117, 373

Rogers, M. 260, 268, 277

rollovers 331

Rolls-Royce (case study) 262

Rosen, D. 324

Rosenfeld, L. 318, 319, 323, 327, 330

Rosenfield, J.R. 259

Roussel, A. 136

Rowley, J. 365, 462

run of site 395, 528

Rutter, J. 460

Ryan, J. 390

Ryanair 187

Safari 314

Sainsburys 329

sales channels 469

sales force automation in CRM 264

sales generation offers 273, 528

sales promotions 528

sales transactions on Internet 5

Sambharya, R. 488

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