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Managing customer relationships : = ...

Peppers, Don.

Managing customer relationships : = a strategic framework /

紀錄類型:	書目-語言資料,印刷品 : 單行本
正題名/作者:	Managing customer relationships :/ Don Peppers, Martha Rogers.
其他題名:	a strategic framework /
作者:	Peppers, Don.
其他作者:	Rogers, Martha,
出版者:	Hoboken, New Jersey :John Wiley & Sons, : c2004.,
面頁冊數:	xi, 516 p. :ill. ; : 27 cm.;
標題:	Information storage and retrieval systems - Marketing. -
電子資源:	http://www.loc.gov/catdir/description/wiley041/2003020608.html
ISBN:	9780471485902 (bound) :

Managing customer relationships : = a strategic framework /
Peppers, Don.

Managing customer relationships :a strategic framework /Don Peppers, Martha Rogers. - Hoboken, New Jersey :John Wiley & Sons,c2004. - xi, 516 p. :ill. ;27 cm.

Includes bibliographical references and index.

Part 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?

ISBN: 9780471485902 (bound) :US$89.95 :

LCCN: 2003020608Subjects--Topical Terms:

564360
Information storage and retrieval systems
--Marketing.

LC Class. No.: HF5415.5 / .P458 2004

Dewey Class. No.: 658.8/12

Managing customer relationships : = a strategic framework /
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