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Managing customer relationships :a s...

Peppers, Don.

Managing customer relationships :a strategic framework /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Managing customer relationships :Don Peppers, Martha Rogers.
Reminder of title:	a strategic framework /
Author:	Peppers, Don.
other author:	Rogers, Martha,
Published:	Hoboken, New Jersey :John Wiley & Sons,c2004.
Description:	xi, 516 p. :ill. ;26 cm.
Subject:	Information storage and retrieval systemsMarketing.
Online resource:	http://www.loc.gov/catdir/description/wiley041/2003020608.html
Online resource:	http://www.loc.gov/catdir/bios/wiley047/2003020608.html
Online resource:	http://www.loc.gov/catdir/toc/wiley041/2003020608.html
ISBN:	9780471485902 :

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. ;26 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 :NT

LCCN: 2003020608Subjects--Topical Terms:

383096
Information storage and retrieval systems
--Marketing.

LC Class. No.: HF5415.5 / P424 2004

Dewey Class. No.: 658.8/12

Managing customer relationships :a strategic framework /
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010 $a 2003020608
020 $a 9780471485902 : $c NT $2 451
020 $a 047148590X
035 $a 2003020608
040 $a DLC $c DLC $d DLC
042 $a pcc
050 4 $a HF5415.5 $b P424 2004
082 0 0 $a 658.8/12 $2 22
100 1 $a Peppers, Don. $3 383094
245 1 0 $a Managing customer relationships : $b a strategic framework / $c Don Peppers, Martha Rogers.
260 $a Hoboken, New Jersey : $b John Wiley & Sons, $c c2004.
300 $a xi, 516 p. : $b ill. ; $c 26 cm.
504 $a Includes bibliographical references and index.
505 0 $a 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?
650 0 $a Information storage and retrieval systems $x Marketing. $3 383096
650 0 $a Relationship marketing. $3 187343
650 0 $a Marketing information systems. $3 383097
650 0 $a Customer relations $x Management. $3 202165
650 0 $a Consumers' preferences. $3 243153
700 1 $a Rogers, Martha, $c Ph.D. $3 383095
856 4 2 $3 Publisher description $u http://www.loc.gov/catdir/description/wiley041/2003020608.html
856 4 2 $3 Contributor biographical information $u http://www.loc.gov/catdir/bios/wiley047/2003020608.html
856 4 1 $3 Table of contents $u http://www.loc.gov/catdir/toc/wiley041/2003020608.html

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