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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 c2011Description: xv, 512 p. tablas 26 cmISBN:
  • 9780470930182 (Encuadernado)
  • 0470930187 (Encuadernado)
Subject(s): LOC classification:
  • HF 5415 .5 P458 2011
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 - Customer insight , dialogue, and social media - Privacy and customer feedback - The Payoff of IDIC: Using mass customization to build learning relationships -- Part 3. 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?
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Holdings
Item type Current library Collection Call number Copy number Status Date due Barcode
Préstamo Biblioteca Pedro Arrupe Acervo HF 5415 .5 P458 2011 (Browse shelf(Opens below)) Available 087849
Préstamo Biblioteca Pedro Arrupe Acervo HF 5415 .5 P458 2011 (Browse shelf(Opens below)) ej.2 Available 083312

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 - Customer insight , dialogue, and social media - Privacy and customer feedback - The Payoff of IDIC: Using mass customization to build learning relationships -- Part 3. 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?

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