Consumer market domain, 25
Continuous Improvement
Benchmarking, 187
Core firm and network partners
approach, 14–15
Core processes, 408–409
Cost of quality, 167
Customer:
acquisition, 43–4
company-initiated referrals, 227
defection study, 49
definition, 34
group categories, 16
intimacy, 418
loyalty, 20
profitability, 411–12
retention, 8, 17, 20, 44, 46–9
satisfaction, 7, 422–3
service to, 409–10
value segmentation, 421
Customer base development, 227–8
Customer groups identification,
15–16
Customer markets domain, 6–7, 22
building relationships, 40–1
key action steps, 50
market analysis, 39
Customization, for added value,
412–13
Daewoo, building consumer
relationships, 41
Daimler-Benz, use of alliances, 174
Decision-making unit (DMU), 34,
42–3
Delivered satisfaction, 422
Dell Computers, internet selling, 37
Digital Equipment Corporation
(case study 5.4), 333–4
employee turnover, 8, 402–405
Direct Line Insurance (case study
2.5):
approach to insurance, 120–1
company history, 111–15
company organization, 125
development, 36, 60–1, 115–17
efficiency aim, 123
major products, 123–4
personal service, 7, 36, 121–3
prospects, 125–6
Disney theme parks, 352–6
Euro Disney, 363–5
service delivery, 356–7
Disney University, 330, 356, 366
Distribution options, 36
Donor pyramid concept, 150–52Electricity supplier, customer
retention strategies, 48–9
Electronic Data Interchange (EDI),
shared information, 173, 417
Employee satisfaction seeJob
satisfaction and performance
Employee turnover, Digital
Equipment Corporation,
402–5
Employees:
categories, 315
retention, 8
selection, 306–10
training and development,
310–11
use of surveys, 318
Empowerment of staff, internal
marketing, 322–3
Environmental influence markets,
241
Equal Exchange (partner in
Cafédirect), 197
Ernest Jones (jewellers), 257–8
Euro Disney (case study 5.2),
330–1, 351–2
change decisions, 369–71
overview, 359–63
service delivery, 356–7
start-up process, 365–7
theme park design, 363–5
visitor reactions, 367–9Index 503