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

Managing Customer Relationships: A Strategic Framework


Managing.Customer.Relationships.A.Strategic.Framework..pdf
ISBN: 0470423471,9780470930182 | 530 pages | 27 Mb

Download Managing Customer Relationships: A Strategic Framework



Managing Customer Relationships: A Strategic Framework Don Peppers, Martha Rogers
Publisher: John Wiley & Sons


"No company can succeed without customers. If you don't have customers, you don't have a business. You have a hobby."
—From Managing Customer Relationships, Second Edition

Managing Customer Relationships is one of the first books designed to develop an understanding of the pedagogy of managing customer relationships. With an emphasis on customer strategies and building customer value, the Second Edition focuses on marketing accountability and metrics and advanced customer valuation approaches, including Return on Customer. The new edition offers a full discussion of the influence of social networking on customer empowerment and customer relationship management (CRM).

Managing Customer Relationships, Second Edition, 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 foundational overview of what it takes to keep customers coming back, presenting world-class guidance on:

Tools of interactivity and customization to build learning relationships

Customer insight, dialogue, and social media

Essential qualities in a firm's customer relationship leaders

With contributions from academic and industry leaders, Peppers and Rogers incorporate many of the principles of individualized customer relationships that they are best known for, equipping professionals with techniques every company can put to use in sharpening its competitive advantage. Praise for Managing Customer Relationships
A Strategic Framework

?Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia

?Dr. Charlotte Mason
Associate Professor of Marketing, Kenan-Flagler Business School, University of North Carolina

?Roy Barnes
Senior VP of Customer Strategy, Marriott Vacation Club International

?Jim Ryan
CEO, Carlson Marketing Group

?Mike Henry, President and CEO, Equitec --This text refers to an out of print or unavailable edition of this title.

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