Managing customer relationships : a 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 Administrat...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Peppers, Don
Otros Autores: Rogers, Martha, 1952-
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Hoboken, N.J. : Wiley, ©2011.
Edición:2nd ed.
Temas:
Customer relations > Management.
Consumers' preferences.
Relationship marketing.
Information storage and retrieval systems > Marketing.
Consommateurs > Préférences.
Marketing relationnel.
Systèmes d'information > Marketing.
BUSINESS & ECONOMICS > Customer Relations.
Marketing information systems.
Kundrelationer.
Relationsmarknadsföring.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • Evolution of relationships with customers
  • The thinking behind customer relationships
  • Customer relationships : basic building blocks of IDIC and trust
  • Identifying customers
  • Differentiating customers : some customers are worth more than others.
  • Principles of Managing Customer Relationships
  • Principles of Managing Customer Relationships. Evolution of Relationships with Customers
  • The Thinking behind Customer Relationships
  • IDIC Implementation Process: A Model for Managing Customer Relationships
  • 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
  • Customer Insight, Dialogue, and Social Media
  • Privacy and Customer Feedback
  • The Payoff of IDIC: Using Mass Customization to Build Learning Relationships
  • Measuring and Managing to Build Customer Value
  • Measuring and Managing to Build Customer Value. Optimizing around the Customer: Measuring the Success of Customer-Based Initiatives
  • Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise
  • Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 1
  • Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 2
  • Where Do We Go from Here?

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