UID:
edocfu_9961552414902883
Format:
1 online resource (530 p.)
Edition:
2nd ed.
ISBN:
1-118-37151-8
,
1-282-25343-3
,
9786613814081
,
0-470-93015-2
,
0-470-93018-7
Content:
MANAGING CUSTOMER RELATIONSHIPSA Strategic Framework Praise for the first edition: ""Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies.""-Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia ""Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book, they bring their wealth of experience and
Note:
Description based upon print version of record.
,
Managing Customer Relationships : A Strategic Framework; Contents; Preface; PART I PRINCIPLES OF MANAGING CUSTOMER RELATIONSHIPS; CHAPTER 1 Evolution of Relationships with Customers; CHAPTER 2 The Thinking behind Customer Relationships; PART II IDIC IMPLEMENTATION PROCESS: A MODEL FOR MANAGING CUSTOMER RELATIONSHIPS; CHAPTER 3 Customer Relationships: Basic Building Blocks of IDIC and Trust; CHAPTER 4 Identifying Customers; CHAPTER 5 Differentiating Customers: Some Customers Are Worth More than Others; CHAPTER 6 Differentiating Customers by Their Needs
,
CHAPTER 7 Interacting with Customers: Customer Collaboration StrategyCHAPTER 8 Customer Insight, Dialogue, and Social Media; CHAPTER 9 Privacy and Customer Feedback; CHAPTER 10 The Payoff of IDIC: Using Mass Customization to Build Learning Relationships; PART III MEASURING AND MANAGING TO BUILD CUSTOMER VALUE; CHAPTER 11 Optimizing around the Customer: Measuring the Success of Customer-Based Initiatives; CHAPTER 12 Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise; CHAPTER 13 Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 1
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CHAPTER 14 Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 2CHAPTER 15 Where Do We Go from Here?; Name Index; Term Index
,
English
Additional Edition:
ISBN 0-470-42347-1
Language:
English
