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| 008 | 051025t20042004njud r 001 0 eng d | ||
| 900 | _aBK | ||
| 020 | _a047148590X | ||
| 040 |
_aUIA_P _bspa _cUIA_P |
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| 050 | 4 |
_aHF 5415.5 _bP458.2004 |
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| 100 | 1 | _aPeppers, Don | |
| 245 | 1 | 0 |
_aManaging customer relationships : _ba strategic framework / _cDon Peppers, Martha Rogers |
| 260 |
_aHoboken, New Jersey _bJohn Wiley & Sons _cc2004 |
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| 300 |
_axi, 516 p. _bil. _c27 cm. |
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| 504 | _aIncluye referencias bibliográficas e índice. | ||
| 505 | 0 |
_tPart 1. Principles of managing customer relationships. _tEvolution of relationships with customers - _tThinking behind customer relationships -- _tPart 2. "IDIC" implementation process: a model for managing customer relationships. _tCustomer relationships: basic building blocks of IDIC and trust - _tIdentifying customers - _tDifferentiating customers: some customers are worth more than others - _tDifferentiating customers by their needs - _tInteracting with customers: customer collaboration strategy - _tUsing the tools of interactivity to build learning relationships - _tPrivacy and customer feedback - _tUsing mass customization to build learning relationships -- _tPart 3. Measuring and managing to build customer value. _tMeasuring the success of customer-based initiatives - _tCustomer analytics and the customer-strategy enterprise - _tOrganizing and managing the profitable customer-strategy enterprise - _tDelivery channel issues of the enterprise focused on building customer value - _tStore of the future and the evolution of retailing -- _tAppendix: Where do we go from here? |
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| 650 | 4 |
_aRelaciones con los clientes - _xAdministración |
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| 650 | 4 | _aPreferencias de los consumidores | |
| 650 | 4 |
_aMercadotecnia - _xSistemas de información |
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| 650 | 4 |
_aSistemas de almacenamiento y recuperación de información - _xMercadotecnia |
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| 700 | 1 | _aRogers, Martha | |
| 856 | 4 | 0 |
_zContributor biographical information _uhttp://www.loc.gov/catdir/bios/wiley047/2003020608.html |
| 856 | 4 | 0 |
_zPublisher description _uhttp://www.loc.gov/catdir/description/wiley041/2003020608.html |
| 856 | 4 | 0 |
_zTable of contents _uhttp://www.loc.gov/catdir/toc/wiley041/2003020608.html |
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_aLUCERO _b20 _c20051026 _lCIA01 _h1147 |
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