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Author Peppers, Don.

Title Managing customer relationships : a strategic framework / Don Peppers, Martha Rogers.

Imprint Hoboken, N.J. : Wiley, ©2011.

Copies

Location Call No. OPAC Message Status
 Axe Books 24x7 Business E-Book  Electronic Book    ---  Available
Edition 2nd ed.
Description 1 online resource (xv, 512 pages) : illustrations
text txt rdacontent
computer c rdamedia
online resource cr rdacarrier
Bibliography Includes bibliographical references and index.
Contents Evolution of relationships with customers -- The thinking behind customer relationships -- Customer relationships : basic building blocks of IDIC and trust -- Identifying customers -- Differentiating customers : some customers are worth more than others.
Summary "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. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia. 'Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book, they bring their wealth of experience and knowledge into academic focus. This text successfully centers the development of the field and its theories and methodologies squarely within the broader context of enterprise competitive theory. It is a must-have for educators of customer relationship management and anyone who considers customer-centric marketing the cornerstone of sound corporate strategy.'--Dr. Charlotte Mason, Department Head, Director, and Professor, Department of Marketing and Distribution, Terry College of Business, University of Georgia. 'Don and Martha have done it again! The useful concepts and rich case studies revealed in Managing Customer Relationships remove any excuse for those of us responsible for actually delivering one-to-one customer results. This is the ultimate inside scoop!'--Roy Barnes, Formerly with Marriott, now President, Blue Space Consulting. 'This is going to become the how-to book on developing a customer-driven enterprise. The marketplace is so much in need of this road map!'--Mike Henry, Leader for Consumer Insights at Acxiom. Praise for the second edition: 'Every company has customers, and that's why every company needs a reference guide like this. Peppers and Rogers are uniquely qualified to provide us with the top textbook on the subject, and the essential tool for the field they helped to create'--David Reibstein, William Stewart Woodside Professor of Marketing, The Wharton School, University of Pennsylvania"--Provided by publisher.
Contents Principles of Managing Customer Relationships -- Principles of Managing Customer Relationships. Evolution of Relationships with Customers -- The Thinking behind Customer Relationships -- IDIC Implementation Process: A Model for Managing Customer Relationships -- 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 -- Customer Insight, Dialogue, and Social Media -- Privacy and Customer Feedback -- The Payoff of IDIC: Using Mass Customization to Build Learning Relationships -- Measuring and Managing to Build Customer Value -- Measuring and Managing to Build Customer Value. Optimizing around the Customer: Measuring the Success of Customer-Based Initiatives -- Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise -- Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 1 -- Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 2 -- Where Do We Go from Here?
Note Print version record.
Subject Customer relations -- Management.
Consumers' preferences.
Relationship marketing.
Information storage and retrieval systems -- Marketing.
BUSINESS & ECONOMICS -- Customer Relations.
Consumers' preferences.
Customer relations -- Management.
Information storage and retrieval systems -- Marketing.
Marketing information systems.
Relationship marketing.
Consumers' preferences. (OCoLC)fst00876441
Customer relations -- Management. (OCoLC)fst00885539
Information storage and retrieval systems -- Marketing. (OCoLC)fst00972939
Relationship marketing. (OCoLC)fst01093590
Kundrelationer.
Relationsmarknadsföring.
Genre/Form Electronic books.
Added Author Rogers, Martha, 1952-
Other Form: Print version: Peppers, Don. Managing customer relationships. 2nd ed. Hoboken, N.J. : Wiley, ©2011 9780470423479 (DLC) 2010027042 (OCoLC)643764006
ISBN 9781118371510 (electronic bk.)
1118371518 (electronic bk.)
9780470930151 (electronic bk.)
0470930152 (electronic bk.)
9780470930182 (electronic bk.)
0470930187 (electronic bk.)
9780470930168 (electronic bk.)
0470930160 (electronic bk.)
9780470423479
0470423471
Music No. EB00061898 Recorded Books
Standard No. AU@ 000048852518
AU@ 000049035091
AU@ 000051563104
AU@ 000058014302
AU@ 000060553276
CHNEW 000606941
CHVBK 303070110
DEBBG BV042969326
DEBBG BV043392790
DEBBG BV044150512
DEBSZ 396936857
DEBSZ 42163684X
DEBSZ 425883418
DEBSZ 430927576
DEBSZ 449218163
DEBSZ 484999125
NZ1 13700994
NZ1 15411699

 
    
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