Managing customer relationships : a strategic framework /
Peppers, Don
Managing customer relationships : a strategic framework / Don Peppers, Martha Rogers - Hoboken, New Jersey John Wiley & Sons c2004 - xi, 516 p. il. 27 cm.
Incluye referencias bibliográficas e índice.
Part 1. Principles of managing customer relationships. Evolution of relationships with customers - Thinking behind customer relationships -- Part 2. "IDIC" implementation process: a model for managing customer relationships. Customer relationships: basic building blocks of IDIC and trust - Identifying customers - Differentiating customers: some customers are worth more than others - Differentiating customers by their needs - Interacting with customers: customer collaboration strategy - Using the tools of interactivity to build learning relationships - Privacy and customer feedback - Using mass customization to build learning relationships -- Part 3. Measuring and managing to build customer value. Measuring the success of customer-based initiatives - Customer analytics and the customer-strategy enterprise - Organizing and managing the profitable customer-strategy enterprise - Delivery channel issues of the enterprise focused on building customer value - Store of the future and the evolution of retailing -- Appendix: Where do we go from here?
047148590X
Relaciones con los clientes ---Administración
Preferencias de los consumidores
Mercadotecnia ---Sistemas de información
Sistemas de almacenamiento y recuperación de información ---Mercadotecnia
HF 5415.5 / P458.2004
Managing customer relationships : a strategic framework / Don Peppers, Martha Rogers - Hoboken, New Jersey John Wiley & Sons c2004 - xi, 516 p. il. 27 cm.
Incluye referencias bibliográficas e índice.
Part 1. Principles of managing customer relationships. Evolution of relationships with customers - Thinking behind customer relationships -- Part 2. "IDIC" implementation process: a model for managing customer relationships. Customer relationships: basic building blocks of IDIC and trust - Identifying customers - Differentiating customers: some customers are worth more than others - Differentiating customers by their needs - Interacting with customers: customer collaboration strategy - Using the tools of interactivity to build learning relationships - Privacy and customer feedback - Using mass customization to build learning relationships -- Part 3. Measuring and managing to build customer value. Measuring the success of customer-based initiatives - Customer analytics and the customer-strategy enterprise - Organizing and managing the profitable customer-strategy enterprise - Delivery channel issues of the enterprise focused on building customer value - Store of the future and the evolution of retailing -- Appendix: Where do we go from here?
047148590X
Relaciones con los clientes ---Administración
Preferencias de los consumidores
Mercadotecnia ---Sistemas de información
Sistemas de almacenamiento y recuperación de información ---Mercadotecnia
HF 5415.5 / P458.2004