References
References
Agrawal, V., Arjona, V. and Lemmens, R. (2001) E-performance: the path to rational exuber-
ance, McKinsey Quarterly, No. 1, 31–43.
Armstrong, A. and Hagel, J. (1996) The real value of online communities, Harvard Business
Review, May–June, 134–41.
Chaffey, D. (2004) E-permission marketing. Chartered Institute of Marketing ‘What’s new in
marketing’ e-newsletter, Issue 25. (www.wnim.com).
Cram, T. (1994) The Power of Relationship Marketing: Keeping Customers for Life. Financial Times
Management, London.
Duffy, D. (1998) Customer loyalty strategies,Journal of Consumer Marketing, 15(5), 435–48.
Durlacher (1999) UK online community, Durlacher Quarterly Internet Report, Q3, 7–11, London.
Evans, M., Patterson, M. and O’Malley, L. (2000) Bridging the direct marketing–direct con-
sumer gap: some solutions from qualitative research, Proceedings of the Academy of Marketing
Annual Conference, 2000, Derby, UK.
Godin, S. (1999)Permission Marketing. Simon and Schuster, New York.
Hagel, J. (1997) Net Gain: Expanding Markets through Virtual Communities. Harvard Business
School Press, Boston.
McKenna, R. (1993) Relationship Marketing: Successful Strategies for the Age of the Customer.
Addison-Wesley, Reading, MA.
Moller, K. and Halinen, A. (2000) Relationship marketing theory: its roots and direction,
Journal of Marketing Management, 16, 29–54.
Novo, J. (2003) Drilling Down: Turning customer data into profits with a spreadsheet. Available
from http://www.jimnovo.com.
O’Malley, L. and Tynan, C. (2001) Reframing relationship marketing for consumer markets,
Interactive Marketing, 2(3), 240–6.
Parker, R. (2000) Relationship Marketing on the Web. Adams Streetwise, Cincinnati, OH.
Patron, M. (2004) Case study: applying RFM segmentation to the SilverMinds catalogue,
Interactive Marketing, 5(3), 269–75.
Peppers, D. and Rogers, M. (1997) Enterprise One-to-One: Tools for Building Unbreakable
Customer Relationships in the Interactive Age. Piatkus, London.
Peppers, D. and Rogers, M. (1998) One-to-One Fieldbook.Doubleday, New York.
Peppers, D. and Rogers, M. (2002) One to One B2B: Customer Relationship Management Strategies
for the Real Economy. Cupstone, Oxford.
Peppers, D., Rogers, M. and Dorf, B. (1999) Is your company ready for one-to-one marketing?
Harvard Business Review, January–February, 3–12.
Raphel, M. (1997) How a San Francisco movie complex breaks attendance records with data-
base marketing, Direct Marketing, 59(11), 52–5.
Reichheld, F.F. (1996)The Loyalty Effect. Harvard Business School Press, Boston.
Reichheld, F. and Schefter, P. (2000) E-loyalty, your secret weapon, Harvard Business Review,
July–August, 105–13.