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OCoLC |
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20240329122006.0 |
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230209s2016 xx o ||| 0 eng d |
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|a EBLCP
|b eng
|c EBLCP
|d OCLCQ
|d EBLCP
|d OCLCO
|d OCLCQ
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| 020 |
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|a 9781119239826
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|a 1119239826
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|a (OCoLC)1347028633
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|a 658.8/12
|q OCoLC
|2 23/eng/20230216
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| 049 |
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|a UAMI
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| 100 |
1 |
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|a Peppers, Don.
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| 245 |
1 |
0 |
|a Managing Customer Experience and Relationships
|h [electronic resource] :
|b A Strategic Framework.
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| 260 |
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|a Newark :
|b John Wiley & Sons, Incorporated,
|c 2016.
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| 300 |
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|a 1 online resource (627 p.).
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| 490 |
1 |
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|a New York Academy of Sciences Ser.
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| 500 |
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|a Description based upon print version of record.
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|a Intro -- Managing Customer Experience and Relationships: A Strategic Framework -- Contents -- Foreword: The View from Here -- Preface -- Acknowledgments -- About the Authors -- Part I Principles of Managing Customer Experience and Relationships -- Chapter 1 Evolution of Relationships with Customers and Strategic Customer Experiences -- Roots of Customer Relationships and Experience -- Focusing on Customers Is New to Business Strategy -- Managing Customer relationships and experience is a Different Dimension of Competition -- Technology Accelerates-It Is Not the Same as-Building Customer Value
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| 505 |
8 |
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|a What Is a Relationship? Is That Different from Customer Experience? -- Learning Relationships: The Crux of Managing Customer Relationships -- The Technology Revolution and the Customer Revolution -- Customers Have Changed, Too -- Customer Retention and Enterprise Profitability -- Summary -- Food for Thought -- Glossary -- Chapter 2 The Thinking Behind Customer Relationships That Leadsto Good Experiences -- Why Do Companies Work at Being "Customer-Centric"? -- What Characterizes a relationship? -- Customer Loyalty: Is It an Attitude? Or a Behavior? -- Summary -- Food for Thought -- Glossary
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| 505 |
8 |
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|a Part II IDIC Implementation Process: A Model for Managing Customer Relationships and Improving Customer Experiences -- Chapter 3 Customer Relationships: Basic Building Blocks of IDIC and Trust -- Trust and Relationships Happen in Unison -- IDIC: Four Implementation Tasks for Creating and Managing Customer Experiences and Relationships -- How Does trust Characterize a Learning relationship? -- Becoming More and More Trustable to Customers -- Do Things Right and Do the Right Thing -- Be Proactive -- Relationships Require Information, but Information Comes Only with Trust
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| 505 |
8 |
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|a How Mobile Phone Companies Operate Today -- How a Trustable Mobile Phone Company Would Operate -- Summary -- Food for Thought -- Glossary -- Chapter 4 Identifying Customers -- Individual Information Requires Customer Recognition -- Step 1: How Much Customer Identifi Cation Does a Company Already Have? -- Step 2: Get Customers to Identify Themselves, Making Sure to Accurately Identify Customers on Any Channel -- What Does Identify Mean? -- Identification Activities -- Customer Identification in a B2B Setting -- Customer Identification in a B2C Setting: Unify Omnichannel Marketing Programs
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| 505 |
8 |
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|a Customer Data Revolution -- What Data Do We Need When We Identify a Customer? -- Why Is Identification Important? -- Integrating Data to Identify Customers -- Summary -- Food for thought -- Glossary -- Chapter 5 Differentiating Customers: Some Customers Are Worth More Than Others -- Customer Value Is a Future-Oriented Variable -- Customer Lifetime Value -- Recognizing the Hidden Potential Value in Customers -- Growing Share of Customer -- Different Customers have Different Values -- Customer Value Categories -- Managing the Mix of Customers -- Summary -- Food for Thought -- Glossary
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| 500 |
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|a Chapter 6 Differentiating Customersby Their Needs
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| 590 |
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|a ProQuest Ebook Central
|b Ebook Central Academic Complete
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| 655 |
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0 |
|a Electronic books.
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| 776 |
0 |
8 |
|i Print version:
|a Peppers, Don
|t Managing Customer Experience and Relationships
|d Newark : John Wiley & Sons, Incorporated,c2016
|z 9781119236252
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| 830 |
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0 |
|a New York Academy of Sciences Ser.
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| 856 |
4 |
0 |
|u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=7104495
|z Texto completo
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| 938 |
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|a ProQuest Ebook Central
|b EBLB
|n EBL7104495
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| 994 |
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|a 92
|b IZTAP
|
