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Managing Customer Relationships [2012]
- 1
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Principles of Managing Customer Relationships
- 3
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Evolution of Relationships with Customers
- 37
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The Thinking behind Customer Relationships
- 71
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IDIC Implementation Process: A Model for Managing Customer Relationships
- 73
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Customer Relationships: Basic Building Blocks of IDIC and Trust
- 103
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Identifying Customers
- 121
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Differentiating Customers: Some Customers Are Worth More than Others
- 159
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Differentiating Customers by Their Needs
- 185
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Interacting with Customers: Customer Collaboration Strategy
- 217
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Customer Insight, Dialogue, and Social Media
- 243
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Privacy and Customer Feedback
- 275
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The Payoff of IDIC: Using Mass Customization to Build Learning Relationships
- 305
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Measuring and Managing to Build Customer Value
- 307
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Optimizing around the Customer: Measuring the Success of Customer‐Based Initiatives
- 349
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Using Customer Analytics to Build the Success of the Customer‐Strategy Enterprise
- 381
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Organizing and Managing the Profitable Customer‐Strategy Enterprise: Part 1
- 409
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Organizing and Managing the Profitable Customer‐Strategy Enterprise: Part 2
- 451
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Where Do We Go from Here?
- 483
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Name Index
- 487
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Term Index
- i
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Front Matter