Bahan Pustaka Digital Universitas Bakrie
Book's Detail
| Managing customer relationships : a strategic framework | |
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Customer Relationship Management (CRM) is now critical to the profitability and long-term success of companies across all industries. This title examines such topics as: customer needs and value differentiation, customer acquisition versus retention and individualized customer relationships. |
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| Statement of Responsibility | |
| Author(s) | Don Peppers - Personal Name Martha Rogers - Personal Name |
| Edition | |
| Call Number | [TIN-LIB-81] |
| Subject(s) | Customer relations -- Management. Consumers' preferences. Relationship marketing. |
| Language | English |
| Publisher | John Wiley & Sons |
| Publishing Year | 2004 |
| Specific Detail Info | 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? |
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