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Managing Customer Relationships: A Strategic Framework

Managing Customer Relationships: A Strategic Framework
Author: Don Peppers - Martha Rogers
ISBN 13: 9780470423479
ISBN 10: 470423471
Edition: 2
Publisher: Wiley
Publication Date: 2011-01-11
Format: Hardcover
Pages: 528
List Price: $89.50

In today’s competitive marketplace, managing customer relationships or customer relationship management (CRM) is critical to a company’s profitability and long-term success. To become more customer-focused, skilled managers, IT professionals, and marketing executives must understand how to build profitable relationships with each customer and how to make everyday managerial decisions that increase the value of a company by increasing the value of the customer base. The goal is to build long-term relationships with customers and generate increased customer loyalty and higher margins. In Managing Customer Relationships, Don Peppers and Martha Rogers, credited with founding the customer-relationship revolution in 1993 when they coined the term "one-to-one marketing," provide the definitive overview of what it takes to keep customers coming back.

Presenting a comprehensive framework for CRM, Managing Customer Relationships provides CEOs, CFOs, CIOs, CMOs, privacy officers, human resources managers, marketing executives, sales teams, distribution managers, professors, and students with a logical overview of the background, the methodology, and the particulars of managing customer relationships for competitive advantage. Peppers and Rogers incorporate many of the principles of individualized customer relationships that they are best known for, including a complete overview of the background and history of the subject, relationship theory, IDIC (Identify-Differentiate-Interact-Customize) methodology, metrics, data management, customer management, company organization, channel issues, and the "store of the future."

One of the first books designed to develop an understanding of the pedagogy of managing customer relationships, with an emphasis on customer strategies and building customer value, Managing Customer Relationships features:

  • Pioneering theories and principles of individualized customer relationships
  • An overview of relationship theory
  • Contributions from such revolutionary leaders as Philip Kotler, Esther Dyson, Geoffrey Moore, and Seth Godin
  • Guidelines for identifying customers and differentiating them by value and need
  • Tips for using the tools of interactivity and customization to build learning relationships
  • Coverage of the importance of privacy and customer feedback
  • Advice for measuring the success of customer-based initiatives
  • Insight into the future and evolution of retailing
  • An appendix that examines essential qualities in a firm’s customer relationship leaders, and that provides fundamental tools for embarking on a career in managing customer relationships and helping a company use customer value as the basis for executive decisions

The techniques in Managing Customer Relationships can help any company sharpen its competitive advantage.