Managing customer relationships : a strategic framework /
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| Format: | Book |
| Language: | English |
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Hoboken, New Jersey :
John Wiley & Sons,
c2004.
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Table of Contents:
- 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?