Managing customer relationships a strategic framework
MANAGING CUSTOMER RELATIONSHIPSA Strategic Framework Praise for the first edition: ""Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies.""-Dr. Hugh J. Watson, C. He...
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| Formato: | Libro electrónico |
| Idioma: | Inglés |
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Hoboken, New Jersey :
John Wiley & Sons
2011.
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| Edición: | 2nd ed |
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| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009628158806719 |
Tabla de Contenidos:
- Managing Customer Relationships : A Strategic Framework; Contents; Preface; PART I PRINCIPLES OF MANAGING CUSTOMER RELATIONSHIPS; CHAPTER 1 Evolution of Relationships with Customers; CHAPTER 2 The Thinking behind Customer Relationships; PART II IDIC IMPLEMENTATION PROCESS: A MODEL FOR MANAGING CUSTOMER RELATIONSHIPS; CHAPTER 3 Customer Relationships: Basic Building Blocks of IDIC and Trust; CHAPTER 4 Identifying Customers; CHAPTER 5 Differentiating Customers: Some Customers Are Worth More than Others; CHAPTER 6 Differentiating Customers by Their Needs
- CHAPTER 7 Interacting with Customers: Customer Collaboration StrategyCHAPTER 8 Customer Insight, Dialogue, and Social Media; CHAPTER 9 Privacy and Customer Feedback; CHAPTER 10 The Payoff of IDIC: Using Mass Customization to Build Learning Relationships; PART III MEASURING AND MANAGING TO BUILD CUSTOMER VALUE; CHAPTER 11 Optimizing around the Customer: Measuring the Success of Customer-Based Initiatives; CHAPTER 12 Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise; CHAPTER 13 Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 1
- CHAPTER 14 Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 2CHAPTER 15 Where Do We Go from Here?; Name Index; Term Index
