Managing customer relationships : a strategic framework /
Peppers, Don.
Managing customer relationships : a strategic framework / - Hoboken, New Jersey : John Wiley & Sons, Inc., c2004. - xi, 516 pages : Illustrations ;
Includes 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?
047148590X (cloth)
Customer relations - management.
Consumers' preferences.
Relationship marketing.
Marketing information systems.
Information storage and retrieval systems - marketing.
HF 5415.5 / PEP
Managing customer relationships : a strategic framework / - Hoboken, New Jersey : John Wiley & Sons, Inc., c2004. - xi, 516 pages : Illustrations ;
Includes 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?
047148590X (cloth)
Customer relations - management.
Consumers' preferences.
Relationship marketing.
Marketing information systems.
Information storage and retrieval systems - marketing.
HF 5415.5 / PEP