Computer File

Managing customer relationships : a strategic framework

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.

Availability

Detail Information

Series Title

-

Call Number

[TIN-LIB-81]

Publisher

Hoboken, N.J. : John Wiley & Sons., 2004

Collation

xi, 516 p. : ill. ; 27 cm.

Language

English

ISBN/ISSN

9780471485902

Classification

-

Content Type

-

Media Type

-

Carrier Type

-

Edition

-

Subject(s)

Customer relations -- Management.
Consumers' preferences.
Relationship marketing.

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?

Statement of Responsibility

-

Other version/related

File Attachment

Comments