000 02532cam a22003734a 4500
001 13345935
003 OSt
005 20131031094951.0
008 030917s2004 njua b 001 0 eng
010 _a 2003020608
020 _a047148590X (cloth)
040 _aDLC
_cDLC
_dDLC
042 _apcc
050 0 0 _aHF 5415.5
_b.P47 2004
082 0 0 _a658.8/12
_222
100 1 _aPeppers, Don.
245 1 0 _aManaging customer relationships :
_ba strategic framework /
_cDon Peppers, Martha Rogers.
260 _aHoboken, New Jersey :
_bJohn Wiley & Sons,
_cc2004.
300 _axi, 516 p. :
_bill. ;
_c27 cm.
504 _aIncludes bibliographical references and index.
505 0 _aPart 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 _aCustomer relations
_xManagement.
650 0 _aConsumers' preferences.
650 0 _aRelationship marketing.
650 0 _aMarketing information systems.
650 0 _aInformation storage and retrieval systems
_xMarketing.
700 1 _aRogers, Martha,
_d1952-
856 4 2 _3Contributor biographical information
_uhttp://www.loc.gov/catdir/bios/wiley047/2003020608.html
856 4 2 _3Publisher description
_uhttp://www.loc.gov/catdir/description/wiley041/2003020608.html
856 4 1 _3Table of contents
_uhttp://www.loc.gov/catdir/toc/wiley041/2003020608.html
906 _a7
_bcbc
_corignew
_d1
_eecip
_f20
_gy-gencatlg
942 _2lcc
_cBOOK
999 _c14302
_d14302