| Document Type
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BL
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| Record Number
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967955
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| Doc. No
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b722325
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| Main Entry
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Peppers, Don.
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| Title & Author
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Managing customer relationships : : a strategic framework /\ Don Peppers, Martha Rogers.
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| Publication Statement
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Hoboken, N.J. :: John Wiley & Sons,, ©2004.
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| Page. NO
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1 online resource (xi, 516 pages) :: illustrations
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| ISBN
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047148590X
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: 0471656410
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: 9780471485902
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: 9780471656418
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047148590X
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| Bibliographies/Indexes
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Includes bibliographical references and index.
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| Contents
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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?
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| Abstract
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In today's competitive marketplace, customer relationship management is critical to a company's profitability and long-term success. To become more customer focused, skilled managers, IT professionals and marketing executives must understand how to build profitable relationships with each customer and to make managerial decisions every day designed to increase the value of a company by making managerial decisions that will grow the value of the customer base. The goal is to build long-term relationships with customers and generate increased customer loyalty and higher margins. In Managing Cust.
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| Subject
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Consumers' preferences.
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Customer relations-- Management.
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Information storage and retrieval systems-- Marketing.
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Relationship marketing.
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BUSINESS ECONOMICS-- Customer Relations.
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Consumers' preferences.
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Customer relations-- Management.
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Information storage and retrieval systems-- Marketing.
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Relationship marketing.
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Consumers' preferences.
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Customer relations-- Management.
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Information storage and retrieval systems-- Marketing.
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Relationship marketing.
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.5.P458 2004eb
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| NLM classification
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F713. 51clc
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F713. 55clc
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| Added Entry
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Rogers, Martha,1952-
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