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Managing customer relationships : a strategic framework /

by Peppers, Don; Rogers, Martha.
Material type: materialTypeLabelBookPublisher: 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
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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Item type Location Call number Status Date due
Books Books
Epoka University Library
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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