Managing the new customer relationship : strategies to engage the social customer and build lasting value /

Mostrar otras versiones (1)

Praise for MANAGING THE NEW CUSTOMER RELATIONSHIP "Gordon delivers an impressive synthesis of the newest methods for engaging customers in relationships that last. No organization today can succeed without the mastery of customer relationship management strategy fundamentals. But to win in the...

Descripción completa

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Gordon, Ian, 1952 June 19-
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Hoboken, N.J. : Wiley, 2013.
Temas:
Relationship marketing.
Customer relations > Management.
Social media > Marketing.
Marketing relationnel.
BUSINESS & ECONOMICS > Customer Relations.
Customer relations > Management
Relationship marketing
Acceso en línea:Texto completo

MARC

LEADER 00000cam a2200000Ma 4500
001 EBOOKCENTRAL_ocn841170436
003 OCoLC
005 20240329122006.0
006 m o d
007 cr cn|||||||||
008 130403s2013 njua ob 001 0 eng d
040 |a E7B  |b eng  |e pn  |c E7B  |d OCLCQ  |d OCLCO  |d N$T  |d YDXCP  |d TEFOD  |d NLE  |d LLB  |d RECBK  |d EBLCP  |d DEBSZ  |d AU@  |d TEFOD  |d ZCY  |d OCLCO  |d OCLCQ  |d COCUF  |d MERUC  |d OCLCQ  |d ZCU  |d U3W  |d OCLCF  |d STF  |d WRM  |d NRAMU  |d ICG  |d COO  |d OCLCQ  |d UAB  |d A6Q  |d DKC  |d OCLCQ  |d ERF  |d UKAHL  |d OCLCQ  |d VT2  |d OCLCQ  |d BOL  |d VLY  |d OCLCO  |d OCLCQ  |d OCLCO  |d OCLCL 
019 |a 833765774  |a 860580230  |a 864909364  |a 880908430  |a 961570676  |a 962651668  |a 988539349  |a 1037786395  |a 1038598013  |a 1045503998  |a 1058175325  |a 1083596253  |a 1112576997  |a 1114371113  |a 1129370952  |a 1162578652  |a 1204034413 
020 |a 9781118255902  |q (electronic bk.) 
020 |a 1118255909  |q (electronic bk.) 
020 |a 9781118255858  |q (electronic bk.) 
020 |a 1118255852  |q (electronic bk.) 
020 |z 9781118092217 
020 |a 1118255895 
020 |a 9781118255896 
020 |a 1299402496 
020 |a 9781299402492 
024 3 |a 9781118255858 
028 0 1 |a EB00063215  |b Recorded Books 
029 1 |a AU@  |b 000052916010 
029 1 |a AU@  |b 000053299863 
029 1 |a DEBBG  |b BV041069866 
029 1 |a DEBBG  |b BV042742907 
029 1 |a DEBBG  |b BV044189100 
029 1 |a DEBSZ  |b 397510691 
029 1 |a NZ1  |b 15027952 
029 1 |a AU@  |b 000067091178 
035 |a (OCoLC)841170436  |z (OCoLC)833765774  |z (OCoLC)860580230  |z (OCoLC)864909364  |z (OCoLC)880908430  |z (OCoLC)961570676  |z (OCoLC)962651668  |z (OCoLC)988539349  |z (OCoLC)1037786395  |z (OCoLC)1038598013  |z (OCoLC)1045503998  |z (OCoLC)1058175325  |z (OCoLC)1083596253  |z (OCoLC)1112576997  |z (OCoLC)1114371113  |z (OCoLC)1129370952  |z (OCoLC)1162578652  |z (OCoLC)1204034413 
037 |a E4F18B3C-622C-4838-9B74-B486AFE8C411  |b OverDrive, Inc.  |n http://www.overdrive.com 
050 4 |a HF5415.55  |b .G67 2013eb 
055 0 |a HF5415.55  |b G66 2013 
072 7 |a BUS  |x 018000  |2 bisacsh 
082 0 4 |a 658.8/12  |2 23 
049 |a UAMI 
100 1 |a Gordon, Ian,  |d 1952 June 19-  |1 https://id.oclc.org/worldcat/entity/E39PBJrwQJHXfGjRXh67WvVV4q 
245 1 0 |a Managing the new customer relationship :  |b strategies to engage the social customer and build lasting value /  |c Ian H. Gordon. 
260 |a Hoboken, N.J. :  |b Wiley,  |c 2013. 
300 |a 1 online resource (xxi, 327 pages) :  |b illustrations 
336 |a text  |b txt  |2 rdacontent 
337 |a computer  |b c  |2 rdamedia 
338 |a online resource  |b cr  |2 rdacarrier 
340 |g polychrome.  |2 rdacc  |0 http://rdaregistry.info/termList/RDAColourContent/1003 
347 |a text file  |2 rdaft  |0 http://rdaregistry.info/termList/fileType/1002 
504 |a Includes bibliographical references and index. 
520 |a Praise for MANAGING THE NEW CUSTOMER RELATIONSHIP "Gordon delivers an impressive synthesis of the newest methods for engaging customers in relationships that last. No organization today can succeed without the mastery of customer relationship management strategy fundamentals. But to win in the decades ahead, you must also understand and capitalize on the rapidly evolving social computing, mobility and customer analytics technologies described in this book. Checklists, self-assessments and graphical frameworks deliver pragmatic value for the practicing manager." ' William Band, Vice-President, Principal Analyst, Forrester Research Inc., Cambridge, MA. 
505 0 |a Managing the New Customer Relationship: Strategies to Engage the Social Customer and Build Lasting Value; Contents; Acknowledgments; Introduction; Chapter One: Managing the New Customer-and the New Customer Relationship; Relationships Matter; The Old Rules of Marketing Don't Work; Technology Has Changed Everything; The Truth Is Visible; Marketplaces Are Social; Marketing Is Sociology; One-Through-One Is More Important Than One-To-One; Defining the New Customer Relationship; Implications for Managing the New Customer Relationship; Chapter Two: Strategies for Better Customer Relationships. 
505 8 |a A Strategic Context for Relationship ManagementRelationship Management Capabilities; Culture and Values; Leadership; People; Technology; Customer analytics, Knowledge and Insight; Process; The Cultural Imperative; Beyond Culture: The Strategic Enablers; Relationship-Based Strategy; Structure; Relationships and the Relationship Manager; Relationship Managers and Mega-Processes; Chapter Three: Planning Relationships with Existing Customers; What's In a Relationship Management Plan?; Customer Selection; Customer Database; Cost-to-Serve; Customer Profitability; Share of Customer. 
505 8 |a Customer Strategic ValueCustomer Alignment; Relationship Objectives; Categorizing Relationship Objectives; Behavioral Clusters; Engagement; Learning Relationships; Technology for Disintermediation of Communications; Intelligent Engagement; Customer "Stickiness"; Multichannel Integration; Touch Maps; Customer-Specific Positioning; Value; Customer Sensing; Customer Understanding; Interpretation; Response; Customer-Specific Value; Innovation; Collaborative Innovation; Multiple Levels of Engagement; Relevant Technologies; Competing on Scope; Teaching; Sharing; Unbundling; Fair Sharing of Value. 
505 8 |a Chapter Four: One-Through-One: Engaging Social CustomersThe "Peoplescape" of Social Media; The Company is No Longer Center Stage; The Customer is Speaking; Listen; Social Media Taxonomy; Social Media Objectives; Social Media Planning; Setting Objectives; Current State Analysis; Future State Analysis; Transitioning; Individual Customer Engagement; Customer-Specific Communications Objectives; Persuading Individuals; Encouraging Communications Pass-Through; Chapter Five: B2B Relationships; Consumer and Business-to-Business Relationships; Goods and Services; Market Structure. 
505 8 |a Distribution ChannelsPurchase Decision-making; Decision-making Unit, Criteria and Process; Buyer-Seller Relationship; Reciprocity; Mutual Value Creation; One-Way "Relationships"; Managing the B2B Relationship; B2B, Social Media and Product Lifecycles; Social Media in the Introductory Phase; Social Media in Growth and Maturity Phases; B2B Social Media Communications; Social Media and Planning; Social Media and the Communications Mix; Processes and Customer Analytics Considerations; Social, Internal to the Enterprise; Chapter Six: Relationships with Mobile Customers. 
546 |a English. 
590 |a ProQuest Ebook Central  |b Ebook Central Academic Complete 
650 0 |a Relationship marketing. 
650 0 |a Customer relations  |x Management. 
650 0 |a Social media  |x Marketing. 
650 6 |a Marketing relationnel. 
650 7 |a BUSINESS & ECONOMICS  |x Customer Relations.  |2 bisacsh 
650 7 |a Customer relations  |x Management  |2 fast 
650 7 |a Relationship marketing  |2 fast 
758 |i has work:  |a Managing the new customer relationship (Text)  |1 https://id.oclc.org/worldcat/entity/E39PCFrDMp887Xw8pPYj8fbb8d  |4 https://id.oclc.org/worldcat/ontology/hasWork 
776 0 |c Hardback  |z 9781118092217 
856 4 0 |u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=1158409  |z Texto completo 
938 |a Askews and Holts Library Services  |b ASKH  |n AH25209444 
938 |a ProQuest Ebook Central  |b EBLB  |n EBL1158409 
938 |a ebrary  |b EBRY  |n ebr10677847 
938 |a EBSCOhost  |b EBSC  |n 566443 
938 |a Recorded Books, LLC  |b RECE  |n rbeEB00063215 
938 |a YBP Library Services  |b YANK  |n 7593021 
938 |a YBP Library Services  |b YANK  |n 12671639 
994 |a 92  |b IZTAP 

Ejemplares similares