208 Index
Customer satisfaction
(cont'd)
as performance metric, 19, 138-39
quality of transactions and, 21, 49
research/surveys, 51-52
Customer service
applications, 130-32
difficult customers and, 112
expanded vision, 98
expectations vs. experience, 12-13
future of, 98, 109
IP messaging and, 149-50
number-one complaint, 11
ostrich syndrome, 9
performance study, 9-12
quality of transactions, 21, 49
as sine qua non, 9
software vendors, 130-32
See also
Customer interaction management
(CIM)
Customer transactions
ACD systems and, 24
quality of, 21
satisfaction surveys, 51-52
Customized integration, 46
D
Data
aggregation, 72-75
analysis stages, 72
collection and scientific method, 75
customer, and Wave 2, 81-82
incorporation, 50
mining, 72, 81, 84, 86, 129
perceptual, 160-61
respondent, 72
Data integration. See Integration
Datamonitor, 6, 27
Data warehouse, 81-83
defined, 81
proactive communication and, 83
DCM, 178
Decision points, 162-63
Delphi Research, 48
Demand chain management (DCM)
as CRM requirement, 101
defined, 99
LDOs and, 101
SCM and, 100
sustainability of demand and, 101
Demographics
customer expectations and, 12
targeted advertising and, 49
Departmental solutions, 121-22
Descriptors, open customer, 114-15
Digital dashboards, 57-58, 67
defined, 57
enterprise portals vs., 58
example, 57-58
Direct marketing
CRM and mass marketing vs., 105-6
qualitative, 41, 110-13
quantitative, 110-11
Disintermediation, 178
Dispatcher, 113-14
Distributed computing environment, 95
Dot-corns
brand equity and, 99
CRM needs vs. LDOs, 90-92
as CRM red herrings, 89-92
defined CRM software, 90-92
LDOs and, 89-92
mass-market CRM and, 91
DoubleClick, 130
E-channel, 178-79
E-mail
advantages, 111-12
as asynchronous communication, 25-33
campaigns, unsolicited, 110
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