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008			051025t20112011njud r 001 0 eng d
900			_aBK
020			_a9780470930182 (Encuadernado)
020			_a0470930187 (Encuadernado)
040			_aUIA_P _bspa _cUIA_P
050		4	_aHF 5415 .5 _bP458 2011
100	1		_aPeppers, Don
245	1	0	_aManaging customer relationships : _ba strategic framework / _cDon Peppers, Martha Rogers
260			_aHoboken, New Jersey _bJohn Wiley & Sons _cc2011
300			_axv, 512 p. _btablas _c26 cm.
504			_aIncluye referencias bibliográficas e índice.
505	0		_tPart 1. _gPrinciples of managing customer relationships - _tEvolution of relationships with customers - _tThinking behind customer relationships -- _gPart 2. _t"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 - _tCustomer insight , dialogue, and social media - _tPrivacy and customer feedback - _tThe Payoff of IDIC: Using mass customization to build learning relationships -- _gPart 3. _tMeasuring and managing to build customer value. _tOptimizing around the customer: Measuring the success of customer-based initiatives - _tUsing customer analytics to build the success ot the customer-strategy enterprise - _tOrganizing and managing the profitable customer-strategy enterprise: Part 1, 2 - _tWhere do we go from here?
650		4	_aRelaciones con los clientes - _xAdministración
650		4	_aPreferencias de los consumidores
650		4	_aMercadotecnia - _xSistemas de información
650		4	_aSistemas de almacenamiento y recuperación de información - _xMercadotecnia
700	1		_aRogers, Martha
903			_aOSCAR _b50 _c20110301 _lCIA01 _h1220
903			_aPABLO _b50 _c20110509 _lCIA01 _h1353
903			_c20141127 _lCIA01 _h2301
999			_c167990 _d167990