A01 chaf6542 06 se fm indd

660

pull media 405, 660

pull supply chain 265–6, 660

Pullen, F. 306–7

punchout catalogue 314, 660

Purinton, E. 559

push marketing communications 358, 

660

push media 405, 660

push supply chain 265–6, 660

push to pull communications in CRM 

405

PwC 289

qualified lead 397, 660

quality score 414, 660

Quayle, M. 161, 163

Quelch, J. 159, 194, 264, 367, 371

Quinn, J. 191

Qype (case study) 12

RACE 325

marketing value framework 398–9

radio-frequency identification (RFID) 

280–1, 661

case study on 290–1

Rafferty, A. 329

Ramsden, R. 201

rapid application development (RAD) 

489, 661

Rappa, M. 61

Raskin, O. 132

Ravichandran, T. 237, 521

Rayport, J. 34, 53, 265, 266

Reach-Act-Convert-Engage model 

(RACE) 398

reactive change 478, 661

Really Simple Syndication (RSS) 7, 661

real-time experience tracking (RET) 48

reciprocal links 417, 661

record 531, 661

referrer 407, 624, 661

regulations on e-commerce 145

worldwide 145–50

Reichheld, F. 388, 402–3, 437–8

Reinartz, W. 388

reintermediation 54–5, 363, 661

relationship 531, 661

relationship segmentation 353–4

research online purchase online 

(ROPO) 213, 661

research users of internet 134

resource analysis in digital business 

strategy 193–8, 661

application portfolio analysis 195–6

human and financial resources 197–8

organisational and SWOT analysis 

196–7

stage models 193–5

resource-advantage mapping in digital 

business strategy 203

resources in e-commerce 60

responsive mobile website design 564–5

Rettie, R. 560

return on investment, calculating 640

revenue models 62, 225, 661

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677

Index

in digital business definition 225–8

for e-commerce 62

calculation of 64–5

revenue stream in e-commerce 60

reverse path analysis 639, 661

Revolution 186, 188, 347–9, 450, 621

RFID (radio-frequency identification) 

280–1

case study on 290–1

Rice, S. 415

rich media 7, 661

Ries, A. 380

Ries, L. 380

Riggins, F. 58, 303, 304–5

right channelling in digital business 221

risk management 511, 661

and change 511–12

risks in e-procurement 310

Robbins, B. 16

Robertson, J. 552

Robinson, H. 429, 430

Robinson, M. 192, 268, 299

robots 58, 411

Robson, W. 240

Rodgers, S. 133

Rodin, R. 248

Rogers, E. 166

Rogers, P. 397

Rohm, A. 238, 325

Romanow, S. 621

Rosen, D. 559

Rosenfeld, L. 550, 552, 559–61

Round, M. 635, 642

Rowley, J. 185

Rowley, M. 306

RS Components (case study) 306–7

Ryan, J. 428

Sambasivan, M. 287

Samson, A. 404

Sandvik Steel (case study) 213–14

SAP 279

Sarkar, M. 58

Sasser, W. 437

satisficing behaviour 371, 661

Saunders, R. 501

Sawhney, M. 318–19

Saxo Bank (case study) 415

scalability 493, 661

scanning software 580, 661

scenario analysis of site design 545

Schefter, P. 388, 437–8

Schein, E. 498

Schemm, J. 254, 275

Schlesinger, E. 437

Schneider, G. 547

Scholes, K. 184, 189–90

Scott Bader 363

scrum 490

search engine marketing 20–1, 409–18

search engine optimisation (SEO) 20, 

151, 412, 661

search engines 58, 409, 661

search intermediaries 49–50

search marketing 7, 661

searching behaviours 400, 661

secondary key 533, 661

secret-key (symmetric) encryption 589

secure e-commerce transactions 588–9

secure sockets layer (SSL) 590–1, 661

security design for digital business 572–91

common threats and solutions 573

current approaches to 590–1

certificates authorities 590, 591

secure sockets layer (SSL) 590–1

customer, reassuring 591

developing, approaches to 589–90

digital certificates 589

digital signatures 590

electronic communications, 

monitoring 579–82

email management 583–6

minimising internal email 585–6

minimising spam 583–5

employee monitoring legislation 

582–3

hacking 586–8

protecting computer systems 587–8

information service use, controlling 

579

secure e-commerce transactions 

588–9

viruses, managing 577–9

Security Exchange Commission 371

segmentation, 661

in digital marketing 353–4

and targeting in CRM 448–53

product propensity modelling 453

relevant e-communications 450–1

RFM analysis 451–3

seller-controlled sites 56

seller-oriented sites 56

sell-side e-commerce 14, 661

implementation challenges 473–8

types 17–19

sell-side threats in digital business 

strategy 201–2

customer power and knowledge 201

of intermediaries 201–2

semantic web 115–16, 661

senior management

and change 497–8

in sell-side e-commerce 

implementation 476

sense and respond communications 

394, 662

SEO support 604–5

SEOMoz 605

sequential marketing strategy models 

189–90

service level agreements (SLA) 106, 662

service models in digital business 

definition 225–8

service-oriented architecture 102, 662

session cookies 147, 662

7S strategic framework for change 

management 474

Seybold, P. 355, 545

Shah, D. 6, 7

share of customer 448, 662

share of search 50, 662

share of wallet 448, 662

Sharma, A. 393

Sharma, S.K. 155

Shell Chemicals (case study) 259–63

Sherman, J. 71

Sheth, J. 393

Shore, J. 598

short-message service (SMS) 109

Siikavirta, H. 154

Simon, H. 371

Simon, R. 512

Simon, W. 587

Simons, M. 206

Singh, N. 159

single-source systems 94

single-tenancy SaaS 97, 662

Sircar, S. 241

Sissors, J. 431

site outcome data, collecting 631

site-visitor activity data, collecting 

629–30, 662

situation analysis 43, 662

in digital marketing 336–44

competitor analysis 341–3

customer demand analysis 338–41

influencer analysis 343–4

intermediary analysis 343–4

internal marketing audit 344

small and medium size enterprises 

(SMEs)

and international e-commerce 162

software applications for 603

Smart, A. 304

Smart Insights 330, 333, 535, 544, 614

interviews

ao-com: real world experiences 

519–21

Conversion Rate Expert: digital 

marketing 470–2

Dunelm: digital strategy 

development 326–8

Google: real world experiences 

599–601

SMART objectives in digital business 

strategy 210

Smith, D.C. 499

Smith, D.L. 577

Smith, J. 16

Smith, M. 72

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678

Index

Smith, N. 415

Smith, P. 20, 189–90, 334, 366, 377, 378, 

393, 409, 426, 435

Smith, S.S. 481–3

Smoothspan 98

Snowden, D. 504

social business, change for 510–11

social commerce 15, 662

social CRM 393, 418–36, 662

categories 422–4

developing strategy 419–21

email marketing 431–5

interactive advertising 428–31

online partnerships 426–8

social CRM strategy 421–2

social media marketing 435–6

social networks 424–5

social engineering 587, 662

social media 7, 662

laws 130

social media marketing 7, 21, 418, 

435–6, 662

social network sites (SNS) 17, 662

social networks 19, 424–35, 662

social sign-in 531–2, 662

soft launch 609, 662

soft lock-in 29, 662

software

development methodologies 598

filtering 581

as a service (SaaS) 96, 97–8

software (intelligent) agents 319, 662

Solis, Brian 510

SOSTAC framework for digital 

marketing planning 334–5

SourceUK (case study) 165

spam 145, 440, 583, 662

minimising 583–5

Sparrow, A. 150, 152

spiders 58, 411

Spinrad, P. 104

Sport Obermayer 281

staff retention in change management 

492

stage models 32, 662

in digital business strategy 193–5

standards compliance 603

start-up companies see online start-up 

companies

Steinfield, C. 279–80

Sterne, J. 621

stickiness, on-site 625, 662

Stone, M. 454

Storey, J. 506

storyboarding 554, 662

Strassman P. 240–1

strategic agility 46, 662

strategic analysis of digital businesses 

192–203, 662

buy-side threats 202

intermediaries’ power 202

suppliers power 202

capability maturity model 198

competitive environment analysis 

198–9

demand analysis 199

competitive threats, assessment 

199–202

new business models 201

new entrants 199–200

new products 200–1

competitor analysis 203

resource-advantage mapping 203

co-opetition 203

resource and process analysis 193–8

application portfolio analysis 

195–6

human and financial resources 

197–8

organisational and SWOT analysis 

196–7

stage models 193–5

sell-side threats 201–2

customer power and knowledge 

201

of intermediaries 201–2

strategic data, collecting 632

strategic objectives of digital business 

203–17, 662

business value, creating 207–8

objective setting 209–17

balanced scorecard approach 

216–17

conversion modelling for sell-side 

commerce 211–13

online revenue contribution 211

SMART objectives 210

vision and mission, defining 203–7

strategy 184, 662

in CMS, managing 611–14

in digital marketing plans 350–8

initiatives, focus of 350–1

implementation in digital business 

strategy 232–7, 663

failed strategies 232–4

success factors 234

strategy process models 189–92, 663

Stuart, F. 288–9

style sheets 604

subject access request 144, 663

subscriber data access 63

subscription access 63

success in digital business strategy 

implementation 234

Sull, D.N. 46–7

Sullivan, U. 56

Sultan, F. 238, 325

Sun, S. 275

Suncorp (case study) 15–16

superaffiliates 50–1

suppliers in E-government 28

supply chain management (SCM) 24–5, 

248–52, 663

defined 252–66

development of 263–5

logistics 263

past, present and future of 256–7

push and pull models 265–6

simple model of 255–8

supporting technology 253–5

in digital business 275–84

adoption rates 277–8

applications 277

definition 228–9

downstream management 281

information infrastructure for 

283–4

outbound logistics management 

281–3

restructuring 275–84

and RFID 280–1

technology options 275–6

upstream management 280

implementation 284–6

data standardisation and exchange 

284–5

strategy process 285–6

problems of 251–2

restructuring options 272–4

value chain 266–72

analysis of 268–70

value networks 270–1

value stream 268

in virtual organisation 271–2