The Resource Managing customer relationships : a strategic framework, Don Peppers, Martha Rogers, (electronic resource)

Managing customer relationships : a strategic framework, Don Peppers, Martha Rogers, (electronic resource)

Label
Managing customer relationships : a strategic framework
Title
Managing customer relationships
Title remainder
a strategic framework
Statement of responsibility
Don Peppers, Martha Rogers
Creator
Contributor
Subject
Genre
Language
  • eng
  • eng
Summary
MANAGING CUSTOMER RELATIONSHIPSA Strategic Framework Praise for the first edition: ""Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies.""-Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia ""Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book, they bring their wealth of experience and
Cataloging source
MiAaPQ
http://library.link/vocab/creatorName
Peppers, Don
Dewey number
  • 658.8/12
  • 658.812
Illustrations
illustrations
Index
index present
Language note
English
LC call number
HF5415.5
LC item number
.P458 2011
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
http://library.link/vocab/relatedWorkOrContributorDate
1952-
http://library.link/vocab/relatedWorkOrContributorName
Rogers, Martha
http://library.link/vocab/subjectName
  • Customer relations
  • Consumers' preferences
  • Relationship marketing
  • Information storage and retrieval systems
Label
Managing customer relationships : a strategic framework, Don Peppers, Martha Rogers, (electronic resource)
Instantiates
Publication
Note
Description based upon print version of record
Bibliography note
Includes bibliographical references and index
Carrier category
online resource
Carrier category code
  • cr
Content category
text
Content type code
  • txt
Contents
  • Managing Customer Relationships : A Strategic Framework; Contents; Preface; PART I PRINCIPLES OF MANAGING CUSTOMER RELATIONSHIPS; CHAPTER 1 Evolution of Relationships with Customers; CHAPTER 2 The Thinking behind Customer Relationships; PART II IDIC IMPLEMENTATION PROCESS: A MODEL FOR MANAGING CUSTOMER RELATIONSHIPS; CHAPTER 3 Customer Relationships: Basic Building Blocks of IDIC and Trust; CHAPTER 4 Identifying Customers; CHAPTER 5 Differentiating Customers: Some Customers Are Worth More than Others; CHAPTER 6 Differentiating Customers by Their Needs
  • CHAPTER 7 Interacting with Customers: Customer Collaboration StrategyCHAPTER 8 Customer Insight, Dialogue, and Social Media; CHAPTER 9 Privacy and Customer Feedback; CHAPTER 10 The Payoff of IDIC: Using Mass Customization to Build Learning Relationships; PART III MEASURING AND MANAGING TO BUILD CUSTOMER VALUE; CHAPTER 11 Optimizing around the Customer: Measuring the Success of Customer-Based Initiatives; CHAPTER 12 Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise; CHAPTER 13 Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 1
  • CHAPTER 14 Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 2CHAPTER 15 Where Do We Go from Here?; Name Index; Term Index
Dimensions
unknown
Edition
2nd ed.
Extent
1 online resource (530 p.)
Form of item
online
Isbn
9786613814081
Media category
computer
Media type code
  • c
Specific material designation
remote
System control number
  • (CKB)2670000000069701
  • (EBL)644821
  • (OCoLC)704275233
  • (SSID)ssj0000471112
  • (PQKBManifestationID)11321161
  • (PQKBTitleCode)TC0000471112
  • (PQKBWorkID)10417016
  • (PQKB)11505631
  • (MiAaPQ)EBC644821
  • (EXLCZ)992670000000069701
Label
Managing customer relationships : a strategic framework, Don Peppers, Martha Rogers, (electronic resource)
Publication
Note
Description based upon print version of record
Bibliography note
Includes bibliographical references and index
Carrier category
online resource
Carrier category code
  • cr
Content category
text
Content type code
  • txt
Contents
  • Managing Customer Relationships : A Strategic Framework; Contents; Preface; PART I PRINCIPLES OF MANAGING CUSTOMER RELATIONSHIPS; CHAPTER 1 Evolution of Relationships with Customers; CHAPTER 2 The Thinking behind Customer Relationships; PART II IDIC IMPLEMENTATION PROCESS: A MODEL FOR MANAGING CUSTOMER RELATIONSHIPS; CHAPTER 3 Customer Relationships: Basic Building Blocks of IDIC and Trust; CHAPTER 4 Identifying Customers; CHAPTER 5 Differentiating Customers: Some Customers Are Worth More than Others; CHAPTER 6 Differentiating Customers by Their Needs
  • CHAPTER 7 Interacting with Customers: Customer Collaboration StrategyCHAPTER 8 Customer Insight, Dialogue, and Social Media; CHAPTER 9 Privacy and Customer Feedback; CHAPTER 10 The Payoff of IDIC: Using Mass Customization to Build Learning Relationships; PART III MEASURING AND MANAGING TO BUILD CUSTOMER VALUE; CHAPTER 11 Optimizing around the Customer: Measuring the Success of Customer-Based Initiatives; CHAPTER 12 Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise; CHAPTER 13 Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 1
  • CHAPTER 14 Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 2CHAPTER 15 Where Do We Go from Here?; Name Index; Term Index
Dimensions
unknown
Edition
2nd ed.
Extent
1 online resource (530 p.)
Form of item
online
Isbn
9786613814081
Media category
computer
Media type code
  • c
Specific material designation
remote
System control number
  • (CKB)2670000000069701
  • (EBL)644821
  • (OCoLC)704275233
  • (SSID)ssj0000471112
  • (PQKBManifestationID)11321161
  • (PQKBTitleCode)TC0000471112
  • (PQKBWorkID)10417016
  • (PQKB)11505631
  • (MiAaPQ)EBC644821
  • (EXLCZ)992670000000069701

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