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Managing Customer Relationships: A Strategic Framework, 2nd Edition by Martha Rogers, Don Peppers

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Term Index

A

AASCB. See Association to Advance Collegiate Schools of Business (AASCB)

ABB. See Asea Brown Boveri

Abbott Labs

Accenture

accounting systems

acquisition of customers

costs, acquisition

customer analytics

retention vs.

actual behavior

actual value

below-zeros (BZs)

customer’s (See also customer value)

customers, of individual

customers’ historically based

customer’s potential vs.

customer’s value profile and

defined

forecasting

KOLs and low

lifetime value (LTV)

low-maintenance customers

modeling

most growable customers (MGCs)

most valuable customers (MVCs)

potential value, unrealized

of prospective customer

of stock

super-growth customers

of transactions

youth segment

adaptability

adaptive

customization

data

learning

systems

addressable. See also nonaddressable

customers individually

defined

forms of communication and interaction

individuals

interactive communications technologies

media

adopters

early

late

pragmatist

adoption

of customer-based strategies

of enabling technologies

of innovations

life cycle

paradigm of

of personal terms on a phone call

rates

response postures

strategy

advertising. See also social media

agency

aggressive strategy of

banner ads

bargain, implicit and explicit

branding and

campaign

commercials

co-op dollars

costs

government regulation of online

healthy skepticism about

image-based

Intel Inside

Internet

marketing dollars, optimizing

mass

mass media

messages

messages, personalized

money to improve brand image

off-line

privacy concerns

response ...

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