Managing customer relationships : a strategic framework / Don Peppers, Martha Rogers
Material type:![Text](/opac-tmpl/lib/famfamfam/BK.png)
- 9780470930182 (Encuadernado)
- 0470930187 (Encuadernado)
- HF 5415 .5 P458 2011
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 |
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HF 5415 .5 G8718 2013 Creación de servicios con ventaja competitiva : cómo competir por medio del desarrollo y la innovación en el servicio / | HF 5415 .5 G8718 2013 Creación de servicios con ventaja competitiva : cómo competir por medio del desarrollo y la innovación en el servicio / | HF 5415 .5 P458 2011 Managing customer relationships : a strategic framework / | HF 5415 .5 P458 2011 Managing customer relationships : a strategic framework / | HF 5415 .5 R455 2017 Los cien errores del CRM : mitos, mentiras y verdades del marketing de relaciones / | HF 5415 .5 R52 1993 Total costumer satisfaction : Satisfacción y deleite total de los clientes / | HF 5415 .5 V35 2018 Innovation methods mapping / |
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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