Managing customer relationships : a strategic framework
| Main Authors: | , |
|---|---|
| Format: | Book |
| Published: |
Hoboken, N.J. :
John Wiley & Sons ,
c2004
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| Subjects: | |
| Online Access: | Table of contents Contributor biographical information Publisher description |
MARC
| LEADER | 00000cam a2200000 7i4500 | ||
|---|---|---|---|
| 001 | 0000012763 | ||
| 005 | 20190415093000.0 | ||
| 008 | 080916s2004 nju eng | ||
| 020 | |a 047148590X (cloth) | ||
| 090 | 0 | 0 | |a HF5415.5 |b .P458 2004 |
| 100 | 1 | |a Peppers, Don , |e author | |
| 245 | 1 | 0 | |a Managing customer relationships : |b a strategic framework |c Don Peppers, Martha Rogers |
| 260 | |a Hoboken, N.J. : |b John Wiley & Sons , |c c2004 | ||
| 300 | |a xi, 516 p. : |b ill. ; |c 26 cm. | ||
| 504 | |a Includes bibliographical references and index | ||
| 505 | 0 | |a 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? | |
| 650 | 0 | |a Consumers' preferences | |
| 650 | 0 | |a Customer relations |x Management | |
| 650 | 0 | |a Information storage and retrieval systems |x Marketing | |
| 650 | 0 | |a Marketing information systems | |
| 650 | 0 | |a Relationship marketing | |
| 700 | 1 | |a Rogers, Martha , |e author | |
| 856 | 4 | 1 | |3 Table of contents |u http://www.loc.gov/catdir/toc/wiley041/2003020608.html |
| 856 | 4 | 2 | |3 Contributor biographical information |u http://www.loc.gov/catdir/bios/wiley047/2003020608.html |
| 856 | 4 | 2 | |3 Publisher description |u http://www.loc.gov/catdir/description/wiley041/2003020608.html |
| 999 | |a 1000106134 |b Book |c OPEN SHELF (30 DAYS) |e Gong Badak Campus | ||