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Managing Customer Relationships: A Strategic Framework - Peppers, Don / Rogers, Martha
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ISBN: 9780470423479

In today's competitive marketplace, managing customer relationships or customer relationship management (CRM) is critical to a company's profitability and long-term success. Fully revised… More...

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Managing Customer Relationships: A Strategic Framework - hardcover

2011, ISBN: 0470423471

[EAN: 9780470423479], usado, bom estado, [SC: 32.37], [PU: Wiley], CUSTOMER SERVICE DECISION MAKING & PROBLEM SOLVING BUSINESS FINANCE ALL PRODUCT BOOKS, Item may show signs of shelf wear… More...

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Managing Customer Relationships - hardcover

ISBN: 9780470423479

Hardback, [PU: John Wiley and Sons Ltd], * This new edition contains principles that serve as a useful underpinning for understanding how to build and manage customer relationships. … More...

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Peppers, Don, Rogers, Martha:
Managing Customer Relationships: A Strategic Framework - hardcover

2011, ISBN: 0470423471

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Peppers, Don, Rogers, Martha:
Managing Customer Relationships: A Strategic Framework - hardcover

2011, ISBN: 0470423471

[EAN: 9780470423479], usado, bom estado, [SC: 69.21], [PU: Wiley], Ships same day or next business day! UPS shipping available (Priority Mail for AK/HI/APO/PO Boxes). Used sticker and som… More...

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Details of the book
Managing Customer Relationships

MANAGING CUSTOMER RELATIONSHIPS A Strategic Framework Praise for the first edition: "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. "--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 into 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." --Dr. Charlotte Mason, Department Head, Director, and Professor, Department of Marketing and Distribution, Terry College of Business, University of Georgia "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!" --Roy Barnes, Formerly with Marriott, now President, Blue Space Consulting "This is going to become the how-to book on developing a customer-driven enterprise. The marketplace is so much in need of this road map!" --Mike Henry, Leader for Consumer Insights at Acxiom Praise for the second edition: "Every company has customers, and that's why every company needs a reference guide like this. Peppers and Rogers are uniquely qualified to provide us with the top textbook on the subject, and the essential tool for the field they helped to create." --David Reibstein, William Stewart Woodside Professor of Marketing, The Wharton School, University of Pennsylvania

Details of the book - Managing Customer Relationships


EAN (ISBN-13): 9780470423479
ISBN (ISBN-10): 0470423471
Hardcover
Publishing year: 2011
Publisher: Wiley John + Sons
512 Pages
Weight: 1,079 kg
Language: eng/Englisch

Book in our database since 2007-07-02T23:59:48-04:00 (New York)
Detail page last modified on 2021-08-08T07:00:45-04:00 (New York)
ISBN/EAN: 9780470423479

ISBN - alternate spelling:
0-470-42347-1, 978-0-470-42347-9


Information from Publisher

Author: Don Peppers; Martha Rogers
Title: Managing Customer Relationships - A Strategic Framework
Publisher: John Wiley & Sons
528 Pages
Publishing year: 2011-02-08
Weight: 1,075 kg
Language: English
87,90 € (DE)
No longer receiving updates
185mm x 254mm x 42mm

BB; gebunden; Hardcover, Softcover / Wirtschaft/Management; Strategisches Management; Strategisches Management; Corporate Finance; Rechnungswesen; Wirtschaft u. Management; Strategic Management; Accounting; Business & Management; Strategisches Management; Corporate Finance

Preface. PART I PRINCIPLES OF MANAGING CUSTOMER RELATIONSHIPS. CHAPTER 1 Evolution of Relationships with Customers. CHAPTER 2 The Thinking behind Customer Relationships. PART II 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 Customer Insight, Dialogue, and Social Media. CHAPTER 9 Privacy and Customer Feedback. CHAPTER 10 The Payoff of IDIC: Using Mass Customization to Build Learning Relationships. PART III MEASURING AND MANAGING TO BUILD CUSTOMER VALUE. CHAPTER 11 Optimizing around the Customer: Measuring the Success of Customer-Based Initiatives. CHAPTER 12 Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise. CHAPTER 13 Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 1. CHAPTER 14 Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 2. CHAPTER 15 Where Do We Go from Here? Name Index. Term Index.

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