Managing customer relationships : a strategic framework / Don Peppers, Martha Rogers.
"Customer Relationship Management (CRM) is now critical to the profitability and long-term success of companies across all industries._ This new book is the first CRM handbook written by the definitive thought leaders in the field of CRM and is edited by best-selling author Don Peppers and Mart...
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| Main Authors: | , |
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| Format: | Book |
| Language: | English |
| Published: |
Hoboken, New Jersey :
John Wiley & Sons,
[2004]
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| Subjects: | |
| Online Access: | Contributor biographical information |
| Summary: | "Customer Relationship Management (CRM) is now critical to the profitability and long-term success of companies across all industries._ This new book is the first CRM handbook written by the definitive thought leaders in the field of CRM and is edited by best-selling author Don Peppers and Martha Rogers._ The all-star team of contributors include such luminaries as Phillip Kittler, Esther Dyson, Seth Godwin, Jim Goodnight, and more._ This book develops a framework for CRM and examines such topics as:_ customer needs and value differentiation, customer acquisition vs.. retention, privacy issues in CRM, CRM metrics, organizational issues in CRM, CRM technology and more._"--Publisher description. |
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| Physical Description: | xi, 516 pages : illustrations ; 27 cm |
| Bibliography: | Includes bibliographical references and index. |
| ISBN: | 047148590X 9780471485902 |