Managing customer relationships : a strategic framework /
by Peppers, Don; Rogers, Martha.
Material type:
BookPublisher: Hoboken, New Jersey : John Wiley & Sons, c2004Description: xi, 516 p. : ill. ; 27 cm.ISBN: 047148590X (cloth).Subject(s): Customer relations -- Management | Consumers' preferences | Relationship marketing | Marketing information systems | Information storage and retrieval systems -- MarketingOnline resources: Contributor biographical information | Publisher description | Table of contents | Item type | Location | Call number | Status | Date due |
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Books
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Epoka University Library
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HF 5415.5 .P458 2004 (Browse shelf) | Available |
Includes bibliographical references and index.
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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