000			01959cam a22002534a 4500
999			_c2138 _d2138
020			_a047148590X (cloth)
050	0	0	_aHF 5415.5 _bPEP
100	1		_aPeppers, Don.
245	1	0	_aManaging customer relationships : _ba strategic framework /
260			_aHoboken, New Jersey : _bJohn Wiley & Sons, Inc., _cc2004.
300			_axi, 516 pages : _bIllustrations ;
500			_aIncludes index.
505	0		_aPart 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	_aCustomer relations - management.
650		0	_aConsumers' preferences.
650		0	_aRelationship marketing.
650		0	_aMarketing information systems.
650		0	_aInformation storage and retrieval systems - marketing.
700	1		_aRogers, Martha.
856	4	2	_uhttp://www.loc.gov/catdir/bios/wiley047/2003020608.html
856	4	2	_uhttp://www.loc.gov/catdir/description/wiley041/2003020608.html
856	4	1	_uhttp://www.loc.gov/catdir/toc/wiley041/2003020608.html
942			_cBK