Term Index

  • Note: Page references in italics refer to figures.

A

  • Abbott Labs
  • abdicators
  • Aberdeen Group
  • Accenture
  • access, for customer insight and dialogue
  • accounting
    • courses in
    • customer-strategy enterprise
    • generally accepted accounting principles (GAAP)
    • See also financial issues; return on investment (ROI)
  • acknowledgment, for customer insight and dialogue
  • acquisition costs, of customers
  • actual value
  • See also potential value
  • adaptive customization
  • adaptive data
  • addressable
  • AdRank
  • Agency Revolution
  • Age of Transparency
    • customer centricity and
    • customer experience and relationship principles
    • IDIC (Identify-Differentiate-Interact-Customize)
    • privacy issues of
    • social media and
    • “The Age of Transparency” (Seidman)
  • Airbnb
  • Amazon
    • customer centricity
    • customer experience
    • customer experience and relationship principles
    • customer interaction
    • customer-strategy enterprise
    • differentiating customers and
    • identifying customers
    • IDIC (Identify-Differentiate-Interact-Customize) concept and
    • measurement and customer-based initiatives
    • social media for customer insight and dialogue
  • American Airlines
  • American Cancer Society
  • American Express
  • Ameritrade
  • analysis process
  • analytical CRM
  • analytics. See data mining
  • Android
  • Angie's List
  • Apple
  • Arizona State University
  • Arro
  • Ashley Madison
  • AT&T
  • attitude
    • attitudinal data
    • attitudinal loyalty
    • customer attitudes and lifetime value (LTV)
  • attributes
  • Authenticity (Gilmore, Pine)
  • automation
    • customer centricity and
    • customer interaction
    • customer journey mapping ...

Get Managing Customer Experience and Relationships, 3rd Edition now with the O’Reilly learning platform.

O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.