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" Managing customer experience and relationships : "
Don Peppers, Martha Rogers
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BL
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| Record Number
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641446
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| Doc. No
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dltt
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| Uniform Title
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Managing customer relationships
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| Main Entry
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Peppers, Don
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| Title & Author
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Managing customer experience and relationships : : a strategic framework /\ Don Peppers, Martha Rogers
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| Edition Statement
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Third edition
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Third edition
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| Page. NO
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1 online resource
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| ISBN
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9781119239833
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: 1119239834
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: 9781119239819
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: 1119239818
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: 9781119239826
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: 1119239826
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9781119236252
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| Notes
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Previous edition: published as Managing customer relationships. 2011
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Foreword Preface Acknowledgments About the Author(s) Parts and Chapters Index
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| Contents
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Principles of Managing Customer Experience and Relationships -- Principles of Managing Customer Experience and Relationships. Evolution of Relationships with Customers and Strategic Customer Experiences -- The Thinking behind Customer Relationships That Leads to Good Experiences -- IDIC Implementation Process: A Model for Managing Customer Relationships and Improving Customer Experiences -- IDIC Implementation Process: A Model for Managing Customer Relationships and Improving Customer Experiences. 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 and the Customer-Centric Organization -- 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 -- Futureproofing the Customer-Centric Organization
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| Subject
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Customer relations-- Management.
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Consumers' preferences.
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Relationship marketing.
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| Dewey Classification
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658.812
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| LC Classification
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HF5415.5
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| Added Entry
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Rogers, Martha,1952-
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Ohio Library and Information Network.
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