Why CRM Doesnt Work: How to Win By Letting Customers Manage the Relationship
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M
Making It Personal: How to Profit from Personalization Without Invading Privacy (Kasanoff), 87, 91
management culture, 11–12
marketing, target, 185
“Marketing Practices That Drive Customers Away,” 32
Martin, Scott, 84, 87, 92
Mathews, Ryan, 36
McCarthy, John, 45
McCarthy, Rachael, 87
McClellan, Rob, 137–138
McDonald’s, 57–58
McEwen, William, 239–240
McKean, John, 28
McKenna, Regis, 118
McKenna Group, 118
McKinsey, 97, 229–230
m-commerce (mobile commerce), 218
MCRA Information Services, 94
McWirter, Douglas, 205
media, 184–185
Medtronic, 210–211
Merchandising Scan, The, 34
Mercury Interactive, 33
MeritaNordbanken, 39
Message Factors, 155–158, 239
META Group, 12
Metris Companies Inc., 84–86
Mick, David Glen, 10
Microsoft Corp., 48–49, 117, 118, 143, 206
Mitchell, Andrew, 86
mobile communication, 217–224
Murray, Anna, 219
MYPOINTS Europe, 56
Myth of Excellence: Why Great
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