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

By: Contributor(s): Material type: TextTextPublication details: Hoboken, New Jersey John Wiley & Sons c2004Description: xi, 516 p. il. 27 cmISBN:
  • 047148590X
Subject(s): LOC classification:
  • HF 5415.5 P458.2004
Online resources:
Contents:
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?
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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?

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