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

Quizzes, Web, 332–336

Radisson Hotels, 203–204, 210, 212

Ralston Purina, 136

Rapolla, Joe, 120, 121

RCI, 310, 311

Recency, frequency, monetary (RFM) analysis, xvii, 115–117, 170

Recker, Gail, 203

Recorded music industry, 119–128

Referrals, 295, 315–317

Registration, customer, 294, 300, 334

Regression analysis, 11

Reichheld, Fredrick, xix, 12, 29, 32, 36, 293

Relational databases, xiii–xiv, 342

Relationship building:

business-to-business, 109–110

consumer, 110–111

Relationship marketing, 253

Relevance (of offers), 24–25

Repeat business, 168–169

Reporting function, 301

Reports, customer information, 260

Restraint (in customer management), 215–216

Retail Strategy Institute, Inc., 293

Retention messages, 98–101, 288

Retention rate, 10–11, 93–106

Return on investment (ROI), 26, 131

Return on promotion (ROP), 326–327

Return policies, 271

Revenio, 229

Revenue analysis (see Risk/revenue analysis)

Reverse phone matching, 167–173

RFM analysis (see Recency, frequency, monetary analysis)

Rhodes, Richard, 281

Ricardo, Fernando, 173

Risk/revenue analysis, 12, 218–220

R.L. Polk, 154

Rogers, Martha, 43

ROI (see Return on investment)

ROP (see Return on promotion)

Roy Morgan (research survey), 234

Ryder Truck, 154