Peppers, Don. <br/><br/>
Managing customer relationships :  a strategic framework / 

 - Hoboken, New Jersey :  John Wiley & Sons, Inc.,  c2004. 
 - xi, 516 pages :  Illustrations ; 
<br/><br/> Includes index. 
<br/><br/>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? 
<br/><br/><label>ISBN: </label>047148590X (cloth) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations - management.<br/>Consumers' preferences.<br/>Relationship marketing.<br/>Marketing information systems.<br/>Information storage and retrieval systems - marketing.
<br/><br/><label>LC Class. No.: </label>HF 5415.5  / PEP