TY  - BOOK
AU  - Peppers,Don
AU  - Rogers,Martha
TI  - Managing customer relationships: a strategic framework 
SN  - 047148590X (cloth)
AV  - HF 5415.5 PEP
PY  - 2004///
CY  - Hoboken, New Jersey
PB  - John Wiley & Sons, Inc.
KW  - Customer relations - management
KW  - Consumers' preferences
KW  - Relationship marketing
KW  - Marketing information systems
KW  - Information storage and retrieval systems - marketing
N1  - 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?
UR  - http://www.loc.gov/catdir/bios/wiley047/2003020608.html
UR  - http://www.loc.gov/catdir/description/wiley041/2003020608.html
UR  - http://www.loc.gov/catdir/toc/wiley041/2003020608.html
ER  -