Index
A
Action items, 232–246
Advertising, 206–207
African nations, 203–204, 206, 210
Akbank, 102, 213–217, 234, 240, 244
Akinti, Yesukan, 214, 216, 217
Amazon, 8, 75, 149–150, 155, 223
American Customer Satisfaction Score Index, 11
Analytics, 70–71
for knowing customers, 75
leveraging, 189
predictive, 155–157
voice, 152 (See also Metrics)
Anderson, Chris, 86
Application portfolio management, 125–129
Arizona Cardinals Football Club, 185–186
Artofthetrench.com, 93
Arussy, Lior:
on cost of unhappy customers, 12–13
on differentiation, 17
on financial goals, 244
on return on investment, 88–91, 94
on technologies, 110
Awareness building, 206
B
B2B market ...
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