Managing customer relationships : a strategic framework / Don Peppers, Martha Rogers
Material type: TextPublication details: Hoboken, New Jersey John Wiley & Sons c2004Description: xi, 516 p. il. 27 cmISBN:- 047148590X
- HF 5415.5 P458.2004
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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