Aol 474

application service provision 501 Archie 515 Argos 471

Armstrong, A. 288-9, 467 Aronson, R. 392, 395 ASDA 473

assurance of web sites 338

asymmetric encryption 132-3, 515

attitudes, shaping 392

attrition rate 423, 515

auction sites 87, 500

auctions 237, 500

audit (external) 515

audit (internal) 515

auditors see site auditors authentication of contracts 115, 131

see also security methods autoresponders 245, 246, 515 availability see security methods avatar 515 Avon cosmetics 241

balanced scorecard 172-3, 515 Ballantine, J. 453 bandwidth 310, 515 banner advertisement 395, 515

buying 395 Banting, P.M. 502 bargain hunters 78 Baron, R. 396

barriers to entry, reduced 48 barriers to success 48 Bass Breweries 503 Bauer, R. 460 Bazett, M. 170, 172 behavioural ad targeting 394 behavioural information 102 behavioural loyalty 261, 515 behavioural traits of web users 515 Ben & Jerry's 468 benchmarking 85, 317

Beneton 469

Benjamin, R. 54, 242

Bentley (case study) 262

Berryman, K. 238

Bettman, J. 78

Bickerton, P. 234

bid 235, 515

Blackwell's Bookshop 466

Blenkhorn, D.L. 502

blog 10, 387, 515

bluejacking 124, 515

blueprints 319, 515

bluetooth 124, 515

BMRB 70, 74

Boo.com (case study) 141-4 Booms, B. 78 Boots 291-2 Booz Allen Hamilton 99 Bourne, M. 420 brand 224, 516 brand building 51 brand-building site 15 brand equity 225, 516 brand experience 225 brand identity 226-9, 516

changing 227-9 brand knowledge 230 brand loyalty 182 branding 224, 516

and Internet 224-9 branding metrics 368 BrandNewWorld 66, 229, 230, 373-4 Branthwaite, A. 355-6 Breitenbach, C, 80 bricks and clicks 464 bricks and morter 191, 516 British Airways 187 case study 189-90 British Gas 187 broad navigation 328-30 broadband technology 516 brochureware 162, 516 brochureware site 16 Broderick, D. 357 broker see media broker browser-based measurement 429, 431 browser see web browser Brynjolfsson, E. 223-4, 486 BSI 312 bundling 219 Burnett, J. 243

business-to-business (B2B) 12-14, 485, 516 commercial exchanges in 493-501 electronic market place 493-5

internet technology, use of 495-501 online communications 496-8 digital marketing strategies 504-6 electronic markets 494

growth, volume and dispersion of 494-5 environment analysis 486-93 internal analysis 490-3 macro-environment 487-8 micro-environment 489 trading relationships 501-4 business process 502 buying function 502-3 trading partnerships 503-4 business effectiveness, assessing 161 business models 59-61, 179, 516 business process in B2B 502 business services, online demand 72-3 business strategies 179-80

business-to-business exchanges or marketplaces 48, 516

business-to-consumer (B2C) 12-14, 452-3, 516 electronic retailing 462-79 failures 188

online customers 453-62 online purchasing process (case study) 456-7 business-to-government (B2G) 13 Business Week 22 Butler, S. 471 buy-in 154

buy-side e-commerce 11, 516 buyer behaviour 7-8

online 74-84 buyer-controlled sites 57 buyers, bargaining power 47-8 BuyerZone,com 498 buying function in B2B 502-3 buying group in B2B 502

call centre 516 callback service 245, 363, 516 campaign-based e-communications 197, 516 campaign management in CRM 264 campaign response mechanics 362-3 campaign-specific communications objectives 366 campaign URL (CURL) 363, 516 capability maturity model of e-commerce 164-5 card sorting 319, 516 Carrefour 469 Cartellieri, C. 392 case studies Amazon metrics 441-6 Bentley 262 Boo.com 141-4 British Airways 189-90 Cisco 498 Comet 130-1

case studies (continued) consumer perceptions 355-7 Debenhams 290-3 Dell computers 179, 182 Deutsche Bank 265-6 Disasters Emergency Committee 359-60 eBay 33-6

electronic marketing 506-10 electronic retailers 389-90 eTailQ 459 Euroffice 184-5

fast moving consumer goods (FMCG) 407-9 GlaxoSmithKline 237 Handbag.com 361

high-tech company employee benefit schemes 491-2

interactive digital TV (iDTV) 127 interactive marketing communications 355-7 lastminute.com 478-9 Match.com 370

metrics for internet marketing 441-6 multi-site online car purchase 84 Napster 226-7, 248-51 nationwide customer service 247 NHS Purchasing and Supply Agency 499-500 North-West Supplies 16-18 offline communications 370 online goods for sale, UK 471-2 online marketing, offline impact 474-6 online purchasing process 456-7 online video advertising 497 Rolls-Royce 262 short message service (SMS) 123 Tesco.com 207-9 Virgin radio 130-1 Volvo 127 Zopa 90-2 catalogues 87, 516 certificate 133, 516

certification authority (CA) 131, 133, 516 Chaffey, D. 9, 11, 14, 63, 67 on interactive communications 65-366, 399, 400, 401

on internet marketing strategy 161, 163 on marketing mix 217, 219, 245 on marketing strategy 161, 163, 169, 199, 205 on performance management systems 420-1, 440 on relational marketing 262, 269 on web site design and development 322, 333, 336, 337, 338 change management 199 channel behaviour 516 channel buyer behaviour 422 channel chain map 56 channel conflicts 516 channel confluence 504 channel marketing strategy 152-3, 516 channel outcomes 422-3, 516

channel profitability 423, 516 channel promotion 421, 516

in performance management systems 421-2 channel satisfaction 422, 516 channel specific communications 152 channel specific objectives 152 channel structures 53-6 Chase, L. 85

Chaston, I. 162, 185, 186 Christodoulides, G. 225 Cisco 325, 330

case study 498 Citibank 48 Citroen 469 Clemons, E. 79 click-stream 63, 516 click-tracking Java 517 'clicks and mortar' 191, 464, 516 clicks-only or Internet pureplay 191, 516 clickthrough 393, 517 clickthrough rate 393, 517 client-server 27, 517 co-alliance model 243 co-branded e-mail 398 co-branding 390, 517 co-browsing 245 Co-operative Bank 48 coherence of site design 324 cold e-mail 398 cold list 106, 517 collaborative filtering 271, 517 Comet 471

Comet (case study) 130-1 CommerceOne 501

commercial exchanges in B2B markets 493-501 commoditisation 47, 232, 517 common customer profile 269 Common Gateway Interface (CGI) 517 communication style 353 communications data in CRM 264 communications mix 349-50

optimal, selecting 403-7 company information 467 company-preferred channels 400 competition-based pricing 235 competition in B2B marketing 489 competitive intelligence (CI) 159, 517 competitor analysis 85, 167, 517 competitor benchmarking 167 competitors 85-6 names 113-14 competitors' web sites, reviewing 317-18 complexity of site design 324 computer telephone integration 517 confidentiality see security methods consistent navigation schemes 328 consumer advertisers 477 consumer perceptions (case study) 355-7

consumer-to-business (C2B) 12-14, 517 consumer-to-consumer (C2C) 12-14, 517 consumer-to-government (C2G) 13 contact, control of 353 contact information 101 contact or touch strategy 270, 517 content 28, 517 control of 353 delivering 392 testing 334 content design 332-4 content developer 306, 438 content development and testing 334-5 content management 440-1, 517 context-oriented navigation schemes 328 contextual ads 381

continuous e-communications 197, 517 convergence 517 conversion e-mail 398 conversion marketing 62, 517 conversion rate 368, 422, 517 cookies 109-12, 517 legal constraints 111-12 and privacy issues 111 types 109-10 uses 110—111 core product 217-19, 517 core tenants 467, 517 cost models for Internet advertising 517 cost per acquisition (CPA) 367, 517 cost per action 368 cost per click (CPC) 368, 518 cost per mille (CPM) 393, 518 cost per targeted mille (CPTM) 518 cost-plus pricing 234 countermediation 55, 240, 518 country of origin principle 114 cracker 463, 518 Crawshaw, P. 358-9 creative e-mail marketing 399, 401 Croom, S. 498-9, 500

cross-media optimisation studies (XMOS) 396

cross-sell 267

cross-selling 518

Csikszentmihalyi, M. 327

customer acquisition 267, 518

in e-mail marketing 398 customer activity 278 customer-centric marketing 5, 258, 518 customer channel preferences 194 customer communication 277 customer communication channels 191, 518 customer differentiation 277 customer experience 290, 302-3, 525 customer extension 267, 518 customer-facing applications 496 customer feedback 221

customer identification 277 customer information 154

in e-CRM 273 customer insight 11, 61, 518 customer interaction 277 customer journey 4, 518 customer lifecycle 267, 518

groups, identifying 183 customer lifecycle management 267-72 online and multi-channel security quality 272 permission marketing 268-70 personalisation and mass customisation 270-1 customer loyalty 261, 518 and customer satisfaction 261 improvement in 177 customer orientation 518 customer-oriented content, developing 323-4 customer persona 75-7 customer-preferred channels 400 customer profiling 275, 518

characteristics, identifying 183 customer relationship management (CRM) 257, 518

customer retention 267, 518 in e-mail marketing 398-9 encouraging 392 customer satisfaction 261, 518 customer scenarios (user journeys) 75, 166, 518 customer selection 267, 518 customer service management in CRM 264 customer touchpoints 518 customer value improvement in 177 managing 278 customers 61-73 conversion models 62-4 demand analysis 61-72 and support query 246 Cutler, M. 419 cybermediaries 518 cyberspace and cybermarketing 518

Dabs 471

Daniel, E. 159, 204, 205 data collection 426 data controller 103, 518 data fusion 518 data mining 519 data protection guidelines 103-6 data subject 103, 518 data warehousing 519 database marketing 519 Davidow, W.H. 242 Dayal, S. 225

de Chernatony, L. 224, 225, 229, 302 De Jong, B. 172

decoding on internet 353 deconstruction 52 decryption 519 dedicated servers 311 deep linking 328, 519 deep navigation 328-9 Deighton, J. 21, 350 Deise, M. 51, 52, 53, 85, 185, 186, 504 Dell, M. 243 Dell computers 243, 471 business model (case study) 179, 182 site performance measurement 418, 426 demand analysis 62, 166, 519 demand analysis for e-commerce 519 demographic characteristics 70-1, 519 demographic environment of B2B marketing 487 denial of service attacks 135-6 Dennis, C. 464, 466, 470, 473 Der Zee, J. 172

design for analysis (DFA) 418, 519

design of web sites see web site design destination site 86, 362, 391, 519

destination store 519

Deutsche Bank (case study) 265-6

development phase (of site construction) 334, 519

DHL couriers 228

Diamantopoulos, A. 233

Dichter, E. 373

differential advantage 187, 519 differential channel-proposition 152 differential pricing 231, 519 differentiation strategy 180

in e-CRM 277 diffusion-adoption curve 117 digital audio broadcasting (DAB) radio 129, 519 digital brand 228-9, 519 importance of 229-30 digital cash 519

digital certificates (keys) 132, 519 digital marketing 10, 519

defined 10-11 digital marketing strategies in B2B 504-6 digital media 354-5 investment in 405 digital radio 129-30, 519 digital signatures 132, 519 digital television 519 direct communication 469 direct efficiency gains in B2B marketing 488 direct marketing 372, 519 direct response 519 directed buyer 78

directed information seeker 78, 520 Directgov 496, 497 directories 87, 520

Disability and Discrimination Acts (UK, 1995, 1999) 314

disaggregation 52

Disasters Emergency Committee (case study) 359-60

disillusionment in hype cycle 118 disintermediation 25, 54, 240, 520 disruptive technologies 116, 520 distance-selling law 114-15 distribution channels 5, 191, 520 diversification strategy 178-9 Dixon, P. 487 Dixons 471

document review and update 434, 437

domain name 113, 520

domain name registration 113, 309-10, 520

domain name system 520

doorway pages 520

download 520

downstream integration strategy 178

drip irrigation 277, 520

Durex 239

Durlacher 179, 288

dynamic pricing 236, 453, 520

dynamic web page 28, 520

E-business see electronic business E-cash 520 E-consultancy 78, 88 on marketing strategy 154, 156, 157, 164-5, 197, 202-3 E-envoys 139 E-fulfillment 500 E-government 13-14, 14, 139, 520 e-mail prompt 401 e-mail sequence 399 E-malls 466

e-marketing see electronic marketing

E-ministers 139

E-procurement 499

e-tailing 187

early adopters 117, 520

early (first) mover advantage 179, 520

EasyJet 186, 187

eBay 325, 485

case study 33-6 economic environment of B2B marketing 487 economic factors 136-8 Economist 12, 47 Edgar, M. 336, 337, 338 eEurope Action Plan 139 effective frequency 393, 520 effectiveness 173, 419, 520 efficiency 173, 419, 520

EIAA ó, 7 Electronic Arts 491

electronic business (e-business) 11, SZG defined 11-1Z strategy model lS9 electronic cash see digital cash electronic commerce (e-commerce) 11, SZG in BZB markets 498 capability maturity model of 164-5 defined ll legislation 113-16 marketing 113

organisational structures for ZG1-3 security of 134 SME resistance to 138 threats to 135 electronic commerce transactions SZG electronic customer relationship management ZS7, Z6Z, SZG applications Z64 approaches to Z7Z-93 in BZB marketing 489 benefits Z63 concepts Z6Z-6

customer activity and value Z78 customer experience Z9G customers, attracting Z73 customers information Z73-S IDIC approach Z77 lifetime value modelling Z78-86 loyalty schemes Z86-7, Z9G offline communication Z76 online communication Z7S-6 stages Z73-6

virtual communities Z87-9 visitors, incentives for Z73 Electronic Data Interchange (EDI) SZG electronic funds transfer at point of sale (EFTPOS) 46S

electronic mail advertising SZ1 electronic mail (e-mail) SZG acknowledgement of Z46 risks 11S

routeing of Z46-7 electronic mail (e-mail) marketing 397-4GG customer acquisition 398 customer retention 398-9 inbound e-mail, managing 4GG measures for 397 strengths and weaknesses 4G6 success factors 399 electronic market place 493-S electronic marketing 9, SZ1 defined 9

growth, volume and dispersion (case study)

SG6-1G hierarchy of plans 1SS outsourcing activities 3G7-8

electronic marketspace 57, 493, 521 electronic point of sale (EPOS) 465 electronic retailers (case study) 389-90 electronic retailing 462-79 categories of 469-71 development of 462-5 strategic focus in 464 strategy implications 472-9 virtual channels 467 electronic shopping (ES) test 69, 521 electronic tokens 521 Ellis-Chadwick, EE. 463, 503, 506-10 emergent strategy 158, 521 emotional loyalty 261, 521 empathy of web sites 338-9 Empire Direct 471 encoding on internet 353 encryption 521 Encyclopaedia Britannica 241 end-to-end (E2E) business 187 enlightenment in hype cycle 118 enterprise application integration 521 entertainment seekers 78 entry page 521

environmental environment of B2B marketing 487-8

environmental scanning and analysis 42, 521

eTailQ (case study) 459

ethical issues 101-16

ethical standards 101, 521

Euroffice (case study) 184-5

European Union 139

event-triggered e-mail 399

exact information scheme 327

exchange see business-to-business exchanges or marketplaces exit page 521 expert reviews 313, 521 explorer 79

exposure-based payment 521 extended product 217, 521 extension see customer extension extranet 32-3, 521

fast-moving consumer goods (FMCG) 22

case study 407-9 Fawcett, S. 419, 420 feedback 353 Feinberg, R. 336 Fernie, J. 470

File Transfer Protocol (FTP) 521 Fill, C. 244, 469 financial information 467 financial transactions 11 Finlay, P. 486-7, 488

Finn, A. 464 Firefox 314 firewall 135, 521 First-e 48

first-party cookies 110, 521 Fisher, A. 136

Fletcher, K. 102

flow 327, 521

focus groups 431, 432, 521

focusing the effort 200

Foresight (2001) 471

form 521

formalisation 200

Forrester Research 170, 336

forward auctions 235, 521

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