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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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Holdings
Item type Current library Collection Call number Copy number Status Date due Barcode
Préstamo Biblioteca Pedro Arrupe Acervo HF 5415.5 P458.2004 (Browse shelf(Opens below)) ej.1 Available 070873

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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