The CRM Handbook: A Business Guide to Customer Relationship Management

Index

Abandoned shopping cart, defined, 287

Activity management, 82, 83

Adaptive personalization, 38, 140

Advertising, effect of technology on, 273

Affinity analysis, defined, 287

All First Bank, Web site of, 61

Alsop, Stewart, 7

Amazon.com

collaborative filtering by, 140–141

Analytical CRM, 13–14

business processes in, 144

case study of, 145–148

checklist for, 142–145

clickstream analysis in, 135–139

data analysis in, 129, 132–135

and data integration, 128–132

and data mining, 133–135

defined, 129, 287

differentiated from operational CRM, 129–130

indications for, 128–129

integration with operational CRM, 131

personalizing and collaborative filtering, 139–142

viewpoint of, 130–131, 148

Application services providers (ASPs)

advantages of, 218 ...