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20040622200138.0 |
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|a 2003020608
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|a047148590X (cloth)
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035 |
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|a2003020608
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040 |
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|aTWNTU|cTWNTU|dTWNTU
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|apcc
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|aHF5415.5|b.P458 2004
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|a658.8/12|222
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095 |
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|aNTTU|bG|cE029360|d658.812|eP424|pBOOK|fSYNSIA|zBOOK|m0|tDDC
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100 |
1
|
|aPeppers, Don.
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245 |
10
|
|aManaging customer relationships :|ba strategic framework /|cDon Peppers, Martha Rogers.
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260 |
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|aHoboken, New Jersey :|bJohn Wiley & Sons,|cc2004.
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300 |
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|axi, 516 p. :|bill. ;|c27 cm.
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504 |
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|aIncludes bibliographical references and index.
|
505 |
0
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|aPart 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?
|
650 |
0
|
|aCustomer relations|xManagement.
|
650 |
0
|
|aConsumers' preferences.
|
650 |
0
|
|aRelationship marketing.
|
650 |
0
|
|aMarketing information systems.
|
650 |
0
|
|aInformation storage and retrieval systems|xMarketing.
|
700 |
1
|
|aRogers, Martha,|cPh.D.
|
809 |
|
|d658.812|eP424|tDDC|pBOOK
|
856 |
42
|
|3Contributor biographical information|uhttp://www.loc.gov/catdir/bios/wiley047/2003020608.html
|
856 |
42
|
|3Publisher description|uhttp://www.loc.gov/catdir/description/wiley041/2003020608.html
|
856 |
41
|
|3Table of contents|uhttp://www.loc.gov/catdir/toc/wiley041/2003020608.html
|