Relationship Marketing

Index

Accenture, 102, 139

Acquisition, See Customer acquisition

ACURA model, 63–4

Advocacy, 49–50, 89–90, 221

Agile teams, 133

Agility, 15–16, 123–4

Alliance markets, 94–6

American Express, 64, 91

BAA, 112–13

Bain Co, 8

Balanced Scorecard, 220

Benchmarking, 179–82

Benefit segmentation, 33

Berry, Len, 224, 226

Bhs, 94

Body Shop, 99

Brand loyalty, 29

Branson, Sir Richard, 50, 110

British Airways, 100

British Leyland (BL), 94, 140

Business strategies, 199–201

See also Relationship strategy

Business-to-business (b2b):

marketing, 17–18

relationships, 27–9

segmentation, 32

Carlzon, Jan, 107

Category management, 29

Change management, See Organisational change

Channels:

customer acquisition, 53–4

distribution channels, 65–6

Cisco Systems, 102 ...