Managing Customer Relationships: A Strategic FrameworkJohn Wiley & Sons, 28/04/2004 - 528 من الصفحات In today’s competitive marketplace, customer relationship management is critical to a company’s profitability and long-term success. To become more customer focused, skilled managers, IT professionals and marketing executives must understand how to build profitable relationships with each customer and to make managerial decisions every day designed to increase the value of a company by making managerial decisions that will grow the value of the customer base. The goal is to build long-term relationships with customers and generate increased customer loyalty and higher margins. In Managing Customer Relationships, Don Peppers and Martha Rogers, credited with founding the customer-relationship revolution in 1993 when they invented the term "one-to-one marketing," provide the definitive overview of what it takes to keep customers coming back for years to come. Presenting a comprehensive framework for customer relationship management, Managing Customer Relationships provides CEOs, CFOs, CIOs, CMOs, privacy officers , human resources managers, marketing executives, sales teams, distribution managers, professors, and students with a logical overview of the background, the methodology, and the particulars of managing customer relationships for competitive advantage. Here, renowned customer relationship management pioneers Peppers and Rogers incorporate many of the principles of individualized customer relationships that they are best known for, including a complete overview of the background and history of the subject, relationship theory, IDIC (Identify-Differentiate-Interact-Customize) methodology, metrics, data management, customer management, company organization, channel issues, and the store of the future. 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, Managing Customer Relationships features: Pioneering theories and principles of individualized customer relationships An overview of relationship theory Contributions from such revolutionary leaders as Philip Kotler, Esther Dyson, Geoffrey Moore, and Seth Godin Guidelines for identifying customers and differentiating them by value and need Tips for using the tools of interactivity and customization to build learning relationships Coverage of the importance of privacy and customer feedback Advice for measuring the success of customer-based initiatives The future and evolution of retailing An appendix that examines the qualities needed in a firm’s customer relationship leaders, and that provides fundamental tools for embarking on a career in managing customer relationships or helping a company use customer value as the basis for executive decisions The techniques in Managing Customer Relationships can help any company sharpen its competitive advantage. |
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النتائج 1-5 من 31
... . Development Enhancers: Development Detractors: Learning Relationship Process Communication, Cooperation, Conflict. 5Ibid. 7K. De Ruyter, L. Moorman, and J. Lemmink, “Antecedents of 6Ibid. THE THINKING BEHIND CUSTOMER RELATIONSHIPS 41.
... conflicts can have negative impacts on the relationship, effective conflict resolution can have a positive influence. Reaching mutually agreeable compromises without the use of formal procedures increases the sense of trust and ...
... conflict resolution a 6 l5 Decrease opportunism E E g Loyalty <—E Q 1- Cooperation LL 'I: Relationshi Ham 0') Relationship duration f p q y Improve conflict resolution = = Relat|onal >'2 2 Relationship benefits E Shared values '_ LLI E ...
... conflicts to be resolved in an efficient and amicable way. In the absence of trust, disputes are perceived as signals of future difficulties and usually bring about relationship termination. Trust is clearly very beneficial and ...
... conflicts in a way that is amicable to both parties. Because commitment entails vulnerability, parties seek relationships with those who are trustworthy. Hence, trust is a strong contributor to commitment. Along similar lines ...
المحتوى
Part Two IDIC Implementation Process A Model for Managing Customer Relationships | 63 |
Part Three Measuring and Managing to Build Customer Value | 297 |
Appendix Where Do We Go From Here? | 487 |
Index | 498 |