Managing customer relationships : a strategic framework
Peppers, Don ; Rogers, Martha, 1952-
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.
Type of material - textbook
Publication and manufacture - Hoboken (N.J.) : J. Wiley, cop. 2004
· Prosti p. G1 PEPPERS D. Managing customer IN: 000214930
· Prosti p. G1 PEPPERS D. Managing customer IN: 000214930
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