Managing customer relationships : a strategic framework by Don Peppers and Martha Rogers
By: Peppers, Don.
Contributor(s): Rogers, Martha.Publisher: Hoboken, NJ, USA John Wiley & Sons, Inc. 2011Edition: 2nd ed.Description: xv, 512 p. : ill. 26 cm.ISBN: 9780470423479.Subject(s): CUSTOMER RELATIONSHIPS | MARKETING | SOCIAL NETWORKING | Client_Relationships
|Item type||Home library||Call number||Status||Date due||Item reserves|
|Book||New Zealand||202.6 MAN 2ed (Browse shelf)||Available|
PRINCIPLES OF MANAGING CUSTOMER RELATIONSHIPS: Evolution of relationships with customers ; The thinking behind 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: 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?
Discusses the principles of managing customer relationships and the authors' IDIC model (Identify, Differentiate, Interact and Customize) for building customer relationships. Focuses on marketing accountability and metrics, and advanced customer valuation approaches. Analyses the impact of social networking on customer empowerment and customer relationship management (CRM). Includes case studies and contributing works from industry leaders and academic experts.