Reference groups, 52
Reichheld and Sasser, 237
Relationship marketing, 231, 235
drivers, 238
retention, 238
value, 238
Resource allocation, 247
Resource implications, 243
Response handling, 296
Reviewing strategy, 262
Revuelta, 142
Richer Sounds, 135
Ries and Trout, 193, 194
Riley, 208
ROCE, 282
Rolex, 70
Rose and O’Reilly, 62, 63
Rover, 208, 209
Rule-based expert systems, 298
Ryanair, 30
Saga, 195
Sainsbury Bank, 195
Sales:
revenue, 285
targets, 278
Samford University, 320
Sathe, 127
Savin-Baden, 320
SBU, 245
Scanning, 22
Scotch, 204
Scotch-Brite, 205
Scottish Power, 135
Search engines, 44
Second Life, 32, 33
Secondlifestyle, 195
Segmentation, 13, 47, 266
benefit, 67
criteria, 57, 81
demographic, 58
geodemographic, 64
geographic, 64
industrial, 73
life cycle, 59
organisational, 73
organisational, macro, 82
organisational, micro, 82
process, 50
psychographic, 69
socio-economic, 62
Segments, evaluating market, 179
Seibu, 198
Selfridges, 26
Serial processing, 268
Seven S’s model, 262, 263
Shanghai Automotive, 209
Shared value, 263
Shell, 106, 122, 187
directional policy matrix, 187
Sherwood, 322
Sheth, 76
framework, 76, 78, 79
Silverjet, 191
[email protected], 155
Sinclair C5, 117
Six market model, 236
Skills, 248
Skoda, 208
SKY TV, 61
Smith, 320
SmithKline Beecham, 137
Snickers, 209
Social:
class, 52
class profiles, 53
influences, 52
learning theories, 56
Soloman, 310
Sony, 33
Walkman, 98
SPAR, 189
SPSS, 299
Stakeholders, 6,
Stalemate industries, 156
Stanford Research Institute, 71
Steers et al., 54
Strategic:
agenda, 213
analysis, 6, 13
brand management, 198
choice, 6
fit, 234, 263
focus, 154
groups, 29
implementation, 6
intent, 131
management, 6
marketing, 14, 246
marketing, Plans, 241–52
planning, 6
process, 245
vision, 11
Strategy, 4, 15, 243Index 331