RENT TEXTBOOKS

Managing Customer Relationships : A Strategic Framework

by: Don Peppers ( ; ); Martha Rogers ( ; )

ISBN: 9780471485902 | 047148590X

Format: Hardcover
Publisher: WILEY
Pub. Date: 4/1/2004

Why Rent from Knetbooks?

Because Knetbooks knows college students. Our rental program is designed to save you time and money. Whether you need a textbook for a semester, quarter or even a summer session, we have an option for you. Simply select a rental period, enter your information and your book will be on its way!

Top 5 reasons to order all your textbooks from Knetbooks:

We have the lowest prices on thousands of popular textbooks
Free shipping both ways on ALL orders
Most orders ship within 48 hours
Need your book longer than expected? Extending your rental is simple
Our customer support team is always here to help

Summary Table of Contents Author Biography

Praise for Managing Customer Relationships A Strategic Framework "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." A-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 in... MOREto 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." A-Dr. Charlotte Mason Associate Professor of Marketing, Kenan-Flagler Business School, University of North Carolina "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!" A-Roy Barnes Senior VP of Customer Strategy, Marriott Vacation Club International "Every company that has customers has needed a reference guide like this for a long time. Peppers and Rogers are uniquely qualified to provide this essential tool for the field they helped to create." A-Jim Ryan CEO, Carlson Marketing Group "This is going to become the how-to book on developing a customer driven enterprise. The marketplace is so much in need of this roadmap!" A-Mike Henry, President and CEO, Equitec

In today' s competitive marketplace, managing customer relationships or customer relationship management (CRM) is critical to a company' s profitability and long-term success. To become more customer-focused, skilled managers, IT professionals, and marketing executives must understand how to build profitable relationships with each customer and how to make everyday managerial decisions that increase the value of a company by increasing the value of the customer base. The goal is to build long-term relationships with customers and generate increased customer loyalty and higher margins. In Managing Customer Relationships, Don Peppers and Martha Rogers, credited with founding the customer-relationship revolution in 1993 when they coined the term " one-to-one marketing, " provide the definitive overview of what it takes to keep customers coming back. Presenting a comprehensive framework for CRM, Managing Customer Relationships provides CEOs, CFOs, CIOs, CMOs, privacy officers, human resources managers, marketing executives, sales teams, distribution managers, professors, and students with a logical overview of the background, the methodology, and the particulars of managing customer relationships for competitive advantage. Peppers and Rogers incorporate many of the principles of individualized customer relationships that they are best known for, including a complete overview of the background and history of the subject, relationship theory, IDIC (Identify-Differentiate-Interact-Customize) methodology, metrics, data management, customer management, company organization, channel issues, and the " store of the future." One of the first books designed todevelop an understanding of the pedagogy of managing customer relationships, with an emphasis on customer strategies and building customer value, Managing Customer Relationships features: Pioneering theories and princip

As companies become more customer focused, CRM (customer relationship management is now critical to profitability and long-term success across businesses in all industries. � This new book is the first CRM handbook written by the definitive thought leaders in the field of CRM, edited by best-selling author Don Peppers and Martha Rogers.

Customer Relationship Management (CRM) is now critical to the profitability and long-term success of companies across all industries. This new book is the first CRM handbook written by the definitive thought leaders in the field of CRM and is edited by best-selling author Don Peppers and Martha Rogers. The all-star team of contributors include such luminaries as Phillip Kittler, Esther Dyson, Seth Godwin, Jim Goodnight, and more. This book develops a framework for CRM and examines such topics as: customer needs and value differentiation, customer acquisition vs.. retention, privacy issues in CRM, CRM metrics, organizational issues in CRM, CRM technology and more.

Preface.

PART ONE:�PRINCIPLES OF MANAGING CUSTOMER RELATIONSHIPS.

Chapter 1.�Evolution of Relationships with Customers.

Chapter 2. Thinking Behind Customer Relati... MORE

PART TWO:�"IDIC" IMPLEMENTATION PROCESS: A MODEL FOR MANAGING CUSTOMER RELATIONSHIPS.

Chapter 3.�Customer Relationships: Basic Building Blocks of IDIC. and Trust.

Chapter 4.�Identifying Customers.

Chapter 5.�Differentiating Customers: Some Customers Are Worth More Than Others.

Chapter 6.�Differentiating Customers by Their Needs.

Chapter 7.�Interacting with Customers: Customer Collaboration Strategy.

Chapter 8.�Using the Tools of Interactivity to Build Learning Relationships.

Chapter 9.�Privacy and Customer Feedback.

Chapter 10.�Using Mass Customization To Build Learning Relationships.

PART THREE: MEASURING AND MANAGING TO BUILD CUSTOMER VALUE.

Chapter 11.�Measuring the Success of Customer-Based Initiatives.

Chapter 12.�Customer Analytics and the Customer-Strategy Enterprise.

Chapter 13. Organizing and Managing the Profitable Customer-Strategy Enterprise.

Chapter 14. Delivery Channel Issues of the Enterprise Focused On Building Customer Value.

Chapter 15. Store of the Future and the Evolution of Retailing.

Appendix:�Where Do We Go From Here?

DON PEPPERS and MARTHA ROGERS, PhD, are the founding partners of Peppers and Rogers Group, a Carlson Marketing Group Company based in Norwalk, Connecticut (www.1to1.com). They are the coauthors of five bestselling books about one-to-one customer relationships and were named by Business 2.0 magazine as two of the most important business gurus of all time. Peppers was formerly the CEO of a top-20 direct marketing agency, and Rogers is an adjunct professor at The Fuqua School of Business at Duke University, as well as Codirector of the Teradata Center for Customer Relationship Management at Duke University (www.teradataduke.org).

RENT TEXTBOOKS

Managing Customer Relationships : A Strategic Framework

Why Rent from Knetbooks?

Top 5 reasons to order all your textbooks from Knetbooks:

Related Products