A01 chaf6542 06 se fm indd

652

Carr, N. 241

cars, demand analysis for 339–40

Cartellieri, C. 429

cascading style sheets (CSS) 555, 604, 

652

casual users of internet 134

certificate 590

certificate authorities 590, 591

Chaffey, D. 20, 70, 131

on analysis and design 554, 561, 569, 

585

on change management 501, 505

on CRM 393, 398, 409, 426, 435, 

445–6

on digital marketing 328, 342, 358, 

366, 377, 378

on implementation and optimisation 

602, 616, 624, 625, 635, 637

Champy, J. 480

Chan, C. 253

change agents 496, 652

change management 469–72, 652

human resource requirements 490–4

outsourcing 492–4

staff retention 492

knowledge management 501–9

collaborative approaches 507

implementation of 504–5

knowledge, defined 502–3

objectives 503–4

technologies for 505–6

managing change 496–501

models 498–500

organisational culture 500–1

senior management 497–8

organisational structures, revising 

494–6

planning 483–90

plan and schedule 487–8

project governance 483–6

prototyping 489–90

and risk management 511–12

Z02_CHAF6542_06_SE_IDX.indd   667

7/22/14   1:31 AM

---

668

Index

social business 510–11

transformation challenges 472–8

growth hacking 477–8

sell-side e-commerce 

implementation 473–8

7S strategic framework 474

types of change 478–83

business process management 479

discontinuous process change 

479–81

changeover in implementation of digital 

business 609–11, 652

database creation and migration 

610–11

deployment planning 611

channel buyer behaviour 625, 652

channel outcomes 626, 652

channel priorities in digital business 

definition 218–20

channel profitability 627, 652

channel promotion 624–5, 652

channel satisfaction 625, 652

channel structures in marketplace 53–5

conflicts 375

importance of 55

new in digital marketing 375

channels in e-commerce 60

Chartered Institute of Purchasing and 

Supply (CIPS) 300, 310

Chaston, I. 224

Chen, A. 477

Choi, H. 50

Christodoulides, G. 379

churn rate 67, 652

CIO 97

citizens in E-government 28

Clarety 485

click ecosystem 47, 652

clicks-only or internet pureplay 66, 652

clickstream analysis 637–9

client-server 89, 652

client-server model 536, 652

cloud computing 98–102, 652

cold list 145, 652

collaborative approaches to knowledge 

management 507

collaborative filtering 438, 652

Colwyn, S. 519–21

commoditisation 373, 652

Common Sense Advisory 159

Communications Decency Act (USA 

1996) 157

community 422, 652

competitive environment analysis 

198–9

demand analysis 199

competitive threats to digital business 

strategy 199–202

new business models 201

new entrants 199–200

new products 200–1

competitiveness drivers of digital 

adoption 30–1

competitor analysis, 652

in digital business strategy 203

resource-advantage mapping 203

in digital marketing 341–3

computer systems, protecting 587–8

computer virus 577, 652

Computer World 316

concept in valuation of online start-up 

companies 67

Conlon, S. 92

Conspectus 284

consumer technology adoption

drivers of 32–4

enablers and barriers to 131

consumer-to-business (C2B) 28, 652

content 114, 652

content management systems (CMS) 

109, 606–7, 652

criteria for selecting 607

and maintenance 611–20

fault taxonomy 616

initiatives to keep content fresh 

618–20

major changes 618

process and responsibilities 

615–20

routine changes 615–18

strategy, managing 611–14

updating content and scope 

614–15

content marketing 6, 331–2, 652

content marketing matrix 333

content marketing mix 332–3

content marketing strategy 611–14, 652

content strategy in digital marketing 

357–8, 652

contextual display network 414, 652

contract law 130

control in digital marketing planning 

383

control page 635, 653

conversion marketing 397–400, 653

in digital business strategy 211–13

conversion rate 626, 653

Conversion Rate Expert (interview) 

470–2

conversion rate optimisation (CRO) 

559, 653

cookies 147–9, 653

co-opetition 203, 653

Cope, O. 481, 497

core competencies in digital business 

203, 653

core product 366, 653

cost drivers of digital adoption 30

cost structure in e-commerce 60

countermediation 54, 363, 653

country of origin principle 152

covert monitoring 583, 653

Covisint (case study) 317–18

CPA (cost-per-acquisition) 63, 407

CPC (cost-per-click) 63

CPM (cost-per-thousand) 63, 414

Credit Industry Fraud Association 

(CIFAS) 139

Cronin, J. 445

cross-browser support 603

cross-media optimisation studies 

(XMOS) 430, 653

crowdsourcing 168, 329, 653

Crush, P. 492

cScape 395

Csikszentmihalyi, M. 560

culture of organisations 500–1, 653

Curtis, B. 523

customer acquisition management 

404–18, 653

communication effectiveness, 

assessing 407–9

in digital marketing 324

interactive communications 405–7

integration 407

intermediaries 406–7

media, changes in 406

monologue to dialogue 405

from one-to-many 405–6

push to pull 405

online marketing communications 

409–18

search engine marketing 409–18

customer conversion in digital 

marketing 325

customer demand analysis in digital 

marketing 338–41

qualitative research 340–1

customer engagement 395, 653

customer experience management 

538–9, 653

customer orientation 555–8

in local markets 570–2

usability guidelines 540–1

web accessibility 567–70

customer extension in CRM 448–53, 

653

segmentation and targeting 448–53

product propensity modelling 453

relevant e-communications 450–1

RFM analysis 451–3

customer insight 24, 653

customer insight in customer demand 

analysis 341

customer journey 24, 653

customer life cycle 388, 653

change management (continued)

Z02_CHAF6542_06_SE_IDX.indd   668

7/22/14   1:31 AM

---

669