|aHoboken, New Jersey :|bJohn Wiley & Sons,|cc2004.
300
|axi, 516 p. :|bill. ;|c27 cm.
504
|aIncludes bibliographical references and index.
505
0
|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.
856
41
|3Table of contents|uhttp://www.loc.gov/catdir/toc/wiley041/2003020608.html
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