Managing customer relationships : a strategic framework / Don Peppers, Martha Rogers
Imprint
Hoboken, N.J. : Wiley, c2011
Edition
2nd ed
Descript
xv, 512 p. : ill. ; 26 cm
CONTENT
Evolution of relationships with customers -- The thinking behind customer relationships -- Customer relationships : basic building blocks of IDIC and trust -- Identifying customers -- Differentiating customers : some customers are worth more than others
SUBJECT
Customer relations -- Management
Consumers' preferences
Relationship marketing
Information storage and retrieval systems -- Marketing