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Managing Customer Relationships [2012]

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