The Customer Loyalty Solution : What Works (and What Doesnt) in Customer Loyalty Programs

Macy's, 279–280, 292, 329–331, 354

Macys.com, 279

Madati, Kay, 302

Madonna, 56

Managing customers (see Customer management)

Market Facts, 158

Marketing:

of B2B catalog with email, 288–290

and customer service, 250–251

functions of, 63

mass, 294

one-to-one, 165

profile, 322–336

quadrant, 175–178

viral, 102–104

on the Web, 38–39

(See also Customer relationship marketing)

Marketing databases, 14–15, 166–173

Marketing departments, 113

Marketing segments (see Segments, customer)

Marriott Hotels, 258

Mass marketing, 294

MasterCard, 166

MatchLogic.com, 48

McDoniel, Bruce, 12

MCI, xiii

McKenzie, Mac, 154

McKim, Bob, xix, 332, 334

McKinsey Quarterly, 33

Media selection, 234

Mercedes Benz, 302

Microsites, Web, 6–8, 123–124, 144–146

Microsoft, 40, 60

Microsoft Excel, 198

Models/modeling, 6, 325–328

Money & Brains, 13

Montgomery Ward, 270

Morgan, Roy, 234

Mothers-to-be, 178–179

MP3.com, 124, 126, 127

Msdbm, xix, 120, 123, 126, 153, 154, 200, 201, 303, 304, 332

Multibuyers:

performance measurement, 276

Web creation of, 279–280

Multiple product ownership, 77–78

My Personal Shopper, 277, 278