Managing customer relationships : a strategic framework / Don Peppers, Martha Rogers.

Format:

Book

Author/Creator:

Peppers, Don.

Contributor:

Rogers, Martha, 1952-

Language:

English

Subjects (All):

Customer relations--Management.

Customer relations.

Consumers' preferences.

Relationship marketing.

Information storage and retrieval systems--Marketing.

Information storage and retrieval systems.

Physical Description:

1 online resource (530 p.)

Edition:

2nd ed.

Place of Publication:

Hoboken, New Jersey : John Wiley & Sons, 2011.

Language Note:

English

System Details:

text file

Summary:

MANAGING CUSTOMER RELATIONSHIPSA Strategic Framework Praise for the first edition: ""Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies.""-Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia ""Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book, they bring their wealth of experience and

Contents:

Managing Customer Relationships : A Strategic Framework; Contents; Preface; PART I PRINCIPLES OF MANAGING CUSTOMER RELATIONSHIPS; CHAPTER 1 Evolution of Relationships with Customers; CHAPTER 2 The Thinking behind Customer Relationships; PART II IDIC IMPLEMENTATION PROCESS: A MODEL FOR MANAGING CUSTOMER RELATIONSHIPS; CHAPTER 3 Customer Relationships: Basic Building Blocks of IDIC and Trust; CHAPTER 4 Identifying Customers; CHAPTER 5 Differentiating Customers: Some Customers Are Worth More than Others; CHAPTER 6 Differentiating Customers by Their Needs

CHAPTER 7 Interacting with Customers: Customer Collaboration StrategyCHAPTER 8 Customer Insight, Dialogue, and Social Media; CHAPTER 9 Privacy and Customer Feedback; CHAPTER 10 The Payoff of IDIC: Using Mass Customization to Build Learning Relationships; PART III MEASURING AND MANAGING TO BUILD CUSTOMER VALUE; CHAPTER 11 Optimizing around the Customer: Measuring the Success of Customer-Based Initiatives; CHAPTER 12 Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise; CHAPTER 13 Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 1

CHAPTER 14 Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 2CHAPTER 15 Where Do We Go from Here?; Name Index; Term Index

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

ISBN:

9786613814081

9781118371510

1118371518

9781282253438

1282253433

9780470930151

0470930152

9780470930182

0470930187

OCLC:

704275233