Managing customer relationships : a strategic framework /
Peppers, Don
Managing customer relationships : a strategic framework / Don Peppers, Martha Rogers - Hoboken, New Jersey John Wiley & Sons c2011 - xv, 512 p. tablas 26 cm.
Incluye referencias bibliográficas e índice.
Part 1. Evolution of relationships with customers - Thinking behind customer relationships -- "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 - Customer insight , dialogue, and social media - Privacy and customer feedback - The Payoff of IDIC: Using mass customization to build learning relationships -- Measuring and managing to build customer value. Optimizing around the customer: Measuring the success of customer-based initiatives - Using customer analytics to build the success ot the customer-strategy enterprise - Organizing and managing the profitable customer-strategy enterprise: Part 1, 2 - Where do we go from here? Principles of managing customer relationships - Part 2. Part 3.
9780470930182 (Encuadernado) 0470930187 (Encuadernado)
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 2011
Managing customer relationships : a strategic framework / Don Peppers, Martha Rogers - Hoboken, New Jersey John Wiley & Sons c2011 - xv, 512 p. tablas 26 cm.
Incluye referencias bibliográficas e índice.
Part 1. Evolution of relationships with customers - Thinking behind customer relationships -- "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 - Customer insight , dialogue, and social media - Privacy and customer feedback - The Payoff of IDIC: Using mass customization to build learning relationships -- Measuring and managing to build customer value. Optimizing around the customer: Measuring the success of customer-based initiatives - Using customer analytics to build the success ot the customer-strategy enterprise - Organizing and managing the profitable customer-strategy enterprise: Part 1, 2 - Where do we go from here? Principles of managing customer relationships - Part 2. Part 3.
9780470930182 (Encuadernado) 0470930187 (Encuadernado)
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 2011