Managing customer relationships : a strategic framework / Don Pepper and Martha Rogers
Publication details: John Wiley, New Jersey : c2011. Edition: 2nd edDescription: xv, 512 p. : ill. ; 26 cmISBN: 9780470423479DDC classification: 658.812 PEP| Item type | Current library | Home library | Call number | Status | Date due | Barcode | Item holds |
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English Staff Reference
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Villa College QI Campus | Villa College Library | 658.812 PEP (Browse shelf(Opens below)) | Available | 485 |
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Pt. I Principles of Managing Customer Relationships
Ch. 1 Evolution of Relationships with Customers
Ch. 2 The Thinking Behind Customer Relationships
Pt. II Idic Implementation Process: A Model for Managing Customer Relationships
Ch. 3 Customer Relationships: Basic Building Blocks of Idic and Trust
Ch. 4 Identifying Customers
Ch. 5 Differentiating Customers: Some Customers Are Worth More than Others
Ch. 6 Differentiating Customers by Their Needs
Ch. 7 Interacting With Customers: Customer Collaboration Strategy
Ch. 8 Customer Insight, Dialogue, and Social Media
Ch. 9 Privacy and Customer Feedback
Ch. 10 the Payoff of Idic: Using Mass Customization to Build Learning Relationships
Pt. III Measuring and Managing To Build Customer Value
Ch. 11 Optimizing Around the Customer: Measuring the Success of Customer-Based Initiatives
Ch. 12 Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise
Ch. 13 Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 1
Ch. 14 Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 2
Ch. 15 Where Do We Go From Here?
Includes index
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