01959cam a22002534a 4500 0 0 0 GIMPA GIMPA REF 2014-06-06 Purchase 0 HF 5415.5 PEP 60120 2022-12-09 2023-02-23 BK 2138 2138 047148590X (cloth) HF 5415.5 PEP 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? Customer relations - management. Consumers' preferences. Relationship marketing. Marketing information systems. Information storage and retrieval systems - marketing. Rogers, Martha. http://www.loc.gov/catdir/bios/wiley047/2003020608.html http://www.loc.gov/catdir/description/wiley041/2003020608.html http://www.loc.gov/catdir/toc/wiley041/2003020608.html BK