Managing customer relationships: a strategic framework
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Hoboken, New Jersey
John Wiley & Sons
2004
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | XI, 516 S. Ill. 27 cm |
| ISBN: | 047148590X |
Internformat
MARC
| LEADER | 00000nam a2200000zc 4500 | ||
|---|---|---|---|
| 001 | BV019652489 | ||
| 003 | DE-604 | ||
| 005 | 20090108 | ||
| 007 | t | ||
| 008 | 050110s2004 xxua||| |||| 00||| eng d | ||
| 010 | |a 2003020608 | ||
| 020 | |a 047148590X |c cloth |9 0-471-48590-X | ||
| 035 | |a (OCoLC)53076056 | ||
| 035 | |a (DE-599)BVBBV019652489 | ||
| 040 | |a DE-604 |b ger |e aacr | ||
| 041 | 0 | |a eng | |
| 044 | |a xxu |c US | ||
| 049 | |a DE-91 |a DE-1049 |a DE-473 |a DE-945 |a DE-703 |a DE-11 | ||
| 050 | 0 | |a HF5415.5 | |
| 082 | 0 | |a 658.8/12 |2 22 | |
| 084 | |a QP 612 |0 (DE-625)141909: |2 rvk | ||
| 084 | |a QP 620 |0 (DE-625)141911: |2 rvk | ||
| 084 | |a QP 621 |0 (DE-625)141912: |2 rvk | ||
| 084 | |a WIR 810f |2 stub | ||
| 100 | 1 | |a Peppers, Don |e Verfasser |0 (DE-588)113933142 |4 aut | |
| 245 | 1 | 0 | |a Managing customer relationships |b a strategic framework |c Don Peppers, Martha Rogers |
| 264 | 1 | |a Hoboken, New Jersey |b John Wiley & Sons |c 2004 | |
| 300 | |a XI, 516 S. |b Ill. |c 27 cm | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Includes bibliographical references and index | ||
| 650 | 7 | |a Gestion du marketing |2 rasuqam | |
| 650 | 7 | |a Marketing relationnel |2 rasuqam | |
| 650 | 7 | |a Préférence du consommateur |2 rasuqam | |
| 650 | 7 | |a Relatiemarketing |2 gtt | |
| 650 | 7 | |a Relation avec la clientèle |2 rasuqam | |
| 650 | 7 | |a Strategisch management |2 gtt | |
| 650 | 4 | |a aCustomer relations |a xManagement | |
| 650 | 4 | |a aConsumers' preferences | |
| 650 | 4 | |a aRelationship marketing | |
| 650 | 4 | |a aMarketing information systems | |
| 650 | 4 | |a aInformation storage and retrieval systems |a xMarketing | |
| 650 | 0 | 7 | |a Kundenorientierung |0 (DE-588)4316837-1 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Kundenmanagement |0 (DE-588)4236865-0 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Marketingstrategie |0 (DE-588)4120697-6 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a Kundenmanagement |0 (DE-588)4236865-0 |D s |
| 689 | 0 | 1 | |a Kundenorientierung |0 (DE-588)4316837-1 |D s |
| 689 | 0 | 2 | |a Marketingstrategie |0 (DE-588)4120697-6 |D s |
| 689 | 0 | |C b |5 DE-604 | |
| 700 | 1 | |a Rogers, Martha |e Sonstige |4 oth | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=012981095&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-012981095 | ||
Datensatz im Suchindex
| _version_ | 1804133028550672384 |
|---|---|
| adam_text | Contents
Preface vii
Part One Principles of Managing Customer Relationships 1
Chapter 1 Evolution of Relationships with Customers 3
Roots of Customer Relationship Management 5
The View from Here 11
Philip Kotler
Get, Keep, and Grow Customers in the Twenty First Century 17
Roger Siboni
What Is a Relationship? 19
The Technology Revolution and the Customer Revolution 23
Chapter 2 The Thinking behind Customer Relationships 35
What Characterizes a Relationship? 35
Thinking about Relationship Theory 38
Julie Edell Britton
Josh Rose
CRM: The Customer s View 51
James G. Barnes
The Nature of Loyalty 56
Part Two IDIC Implementation Process: A Model for Managing
Customer Relationships 63
Chapter 3 Customer Relationships: Basic Building Blocks of IDIC and Trust 65
Trust and Relationships Happen in Tandem 66
IDIC: Four Implementation Tasks for Creating and Managing
Customer Relationships 68
How Does Trust Characterize a Learning Relationship? 71
The Trust Equation: Generating Customer Trust 72
Charles H. Green
Becoming the Customer s Trusted Agent 78
Relationships Require Information, But Information Comes Only
with Trust 81
*v CONTENTS
Chapter 4 Identifying Customers 87
Individual Information Requires Customer Recognition 88
What Does Identify Mean? 93
The Internet s Role in Customer Identification: Betting on Amazon 97
Stewart Alsop
Customer Data Revolution 98
Role of Smart Markets in Managing Relationships with Customers 103
Rashi Glazer
Chapter 5 Differentiating Customers: Some Customers Are Worth More Than Others 113
Customer Value Is a Future Oriented Variable 114
Different Customers Have Different Values 120
Convergys: A Case Study in Using Proxy Variables to Rank
Customers by Their Value 127
Jill Collins
Chapter 6 Differentiating Customers by Their Needs 137
Definitions 138
Differentiating Customers by Need: An Illustration 141
Understanding Needs 145
Using Needs Differentiation to Build Customer Value 147
Differentiating Customers by Their Needs: A Practical Approach 148
Jennifer B. Monahan
Nichole Clarke
Laura Cococcia
William C. Pink
Valerie Popeck
Sophie Vlessing
Chapter 7 Interacting with Customers: Customer Collaboration Strategy 161
Dialogue Requirements 162
Implicit and Explicit Bargains 164
Succeeding at Interaction Strategy Means Integrating across Touchpoints 169
Integrated Marketing Communications and CRM: Friends or Foes? 172
Don E. Schultz
Customer Interaction and Dialogue Management 179
Complaining Customer as Collaborators 185
Chapter 8 Using the Tools oj Interactivity to Build Learning Relationships 191
Customer Based Software Sampler 192
Using E Mail to Interact with Customers 196
Using E Mail to Build Customer Value 196
Derek Scruggs
Evolution of the Customer Interaction Center in the Context of IDIC 203
Elizabeth Rech
Wireless Rules: How New Mobile Technologies Will Transform CRM 208
Fred B. Newell
Katherine N. Lemon, PhD
CONTENTS V
Chapter 9 Privacy and Customer Feedback 213
Permission Marketing 217
Seth Godin
Privacy Issues for the Information Age 223
Josh W. Smiley
Stacey Scruggs
Individual Privacy and Data Protection 228
Larry A. Ponemon, PhD
Privacy in Europe Is a Different World 232
Privacy Pledges Build Enterprise Trust 235
Submitting Data Online 238
Privacy on the Net 241
Esther Dyson
Chapter 10 Using Mass Customization to Build Learning Relationships 255
How Can Customization Be Profitable? 256
You re Only as Agile as Your Customers Think 263
B. Joseph Pine II
Technology Accelerates Mass Customization 277
Customization of Standardized Products and Services 279
Value Streams 282
Who Will Write the New Business Rules for Personalization? 287
Bruce Kasanoff
Part Three Measuring and Managing to Build Customer Value 297
Chapter 11 Measuring the Success oj Customer Based Initiatives 299
Brand Equity versus Customer Equity 300
Nature of Customer Loyalty: Attitude or Behavior? 301
Economics of Loyalty 302
Customer Profitability Metrics 307
Longitudinal Metrics and Short Term Gain 309
Measuring Customer Satisfaction 315
Managing Customer Relationships: Metrics Case Study 321
James Goodnight
Chapter 12 Customer Analytics and the Customer Strategy Enterprise 341
Optimizing Customer Relationships with Advanced Analytics 350
Judy Bayer
Ronald S. Swift
Chapter 13 Organizing and Managing the Profitable Customer Strategy Enterprise 359
Capabilities for Forging Customer Relationships 363
George S. Day
Relationship Governance 370
How to Get There from Here: Transitions to Customer Management 375
VJ CONTENTS
The Manager of Portfolios of Customers 380
Stages of Change to Become a Customer Strategy Enterprise 381
Miriam Washington Kendall
Transition across the Enterprise 386
Managing Employees in the Customer Strategy Enterprise 397
Overcoming Employee Resistance 397
Marijo Puleo, PhD
Loyalty Based Management 400
Frederick F Reichheld
Momentum Building in the Customer Based Enterprise 407
Chapter 14 Delivery Channel Issues of the Enterprise Focused on Building Customer Value 411
Dealing with Channel Pain 412
Distribution System Management 417
General Motors Vauxhall Division: Managing the Customer
Experience across Channels and Touchpoints 420
Patricia B. Seybold
Demand Chain and Distribution 428
Supply Chain Management and Managing Customer Relationships 430
Roger Blackwell
Kristina Stephan
Chapter 15 Store of the Future and the Evolution of Retailing 451
Consumer Direct Channel 454
Using Operational Excellence as a Competitive Advantage: Tesco 464
Patricia B. Seybold
Ronni T. Marshak
The Online Store and the Role of the Brand in Online Shopping 472
Ravi Dhar
DickR. Wittink
Final Mile to Consumers 479
Logistics Business Models for Success 483
Appendix Where Do We Go From Here? 487
Leadership Behavior of Customer Relationship Managers 488
Managing Customer Relationships: The Technology Adoption Life Cycle 489
Geoffrey A. Moore
Index 498
|
| any_adam_object | 1 |
| author | Peppers, Don |
| author_GND | (DE-588)113933142 |
| author_facet | Peppers, Don |
| author_role | aut |
| author_sort | Peppers, Don |
| author_variant | d p dp |
| building | Verbundindex |
| bvnumber | BV019652489 |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
| callnumber-raw | HF5415.5 |
| callnumber-search | HF5415.5 |
| callnumber-sort | HF 45415.5 |
| callnumber-subject | HF - Commerce |
| classification_rvk | QP 612 QP 620 QP 621 |
| classification_tum | WIR 810f |
| ctrlnum | (OCoLC)53076056 (DE-599)BVBBV019652489 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>02362nam a2200601zc 4500</leader><controlfield tag="001">BV019652489</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20090108 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">050110s2004 xxua||| |||| 00||| eng d</controlfield><datafield tag="010" ind1=" " ind2=" "><subfield code="a">2003020608</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">047148590X</subfield><subfield code="c">cloth</subfield><subfield code="9">0-471-48590-X</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)53076056</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV019652489</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">aacr</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="044" ind1=" " ind2=" "><subfield code="a">xxu</subfield><subfield code="c">US</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-91</subfield><subfield code="a">DE-1049</subfield><subfield code="a">DE-473</subfield><subfield code="a">DE-945</subfield><subfield code="a">DE-703</subfield><subfield code="a">DE-11</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">HF5415.5</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.8/12</subfield><subfield code="2">22</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QP 612</subfield><subfield code="0">(DE-625)141909:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QP 620</subfield><subfield code="0">(DE-625)141911:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QP 621</subfield><subfield code="0">(DE-625)141912:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">WIR 810f</subfield><subfield code="2">stub</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Peppers, Don</subfield><subfield code="e">Verfasser</subfield><subfield code="0">(DE-588)113933142</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Managing customer relationships</subfield><subfield code="b">a strategic framework</subfield><subfield code="c">Don Peppers, Martha Rogers</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Hoboken, New Jersey</subfield><subfield code="b">John Wiley & Sons</subfield><subfield code="c">2004</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">XI, 516 S.</subfield><subfield code="b">Ill.</subfield><subfield code="c">27 cm</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Includes bibliographical references and index</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Gestion du marketing</subfield><subfield code="2">rasuqam</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Marketing relationnel</subfield><subfield code="2">rasuqam</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Préférence du consommateur</subfield><subfield code="2">rasuqam</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Relatiemarketing</subfield><subfield code="2">gtt</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Relation avec la clientèle</subfield><subfield code="2">rasuqam</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Strategisch management</subfield><subfield code="2">gtt</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">aCustomer relations</subfield><subfield code="a">xManagement</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">aConsumers' preferences</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">aRelationship marketing</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">aMarketing information systems</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">aInformation storage and retrieval systems</subfield><subfield code="a">xMarketing</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Kundenorientierung</subfield><subfield code="0">(DE-588)4316837-1</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Kundenmanagement</subfield><subfield code="0">(DE-588)4236865-0</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Marketingstrategie</subfield><subfield code="0">(DE-588)4120697-6</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Kundenmanagement</subfield><subfield code="0">(DE-588)4236865-0</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Kundenorientierung</subfield><subfield code="0">(DE-588)4316837-1</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="2"><subfield code="a">Marketingstrategie</subfield><subfield code="0">(DE-588)4120697-6</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="C">b</subfield><subfield code="5">DE-604</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Rogers, Martha</subfield><subfield code="e">Sonstige</subfield><subfield code="4">oth</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=012981095&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-012981095</subfield></datafield></record></collection> |
| id | DE-604.BV019652489 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T20:02:12Z |
| institution | BVB |
| isbn | 047148590X |
| language | English |
| lccn | 2003020608 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-012981095 |
| oclc_num | 53076056 |
| open_access_boolean | |
| owner | DE-91 DE-BY-TUM DE-1049 DE-473 DE-BY-UBG DE-945 DE-703 DE-11 |
| owner_facet | DE-91 DE-BY-TUM DE-1049 DE-473 DE-BY-UBG DE-945 DE-703 DE-11 |
| physical | XI, 516 S. Ill. 27 cm |
| publishDate | 2004 |
| publishDateSearch | 2004 |
| publishDateSort | 2004 |
| publisher | John Wiley & Sons |
| record_format | marc |
| spelling | Peppers, Don Verfasser (DE-588)113933142 aut Managing customer relationships a strategic framework Don Peppers, Martha Rogers Hoboken, New Jersey John Wiley & Sons 2004 XI, 516 S. Ill. 27 cm txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Gestion du marketing rasuqam Marketing relationnel rasuqam Préférence du consommateur rasuqam Relatiemarketing gtt Relation avec la clientèle rasuqam Strategisch management gtt aCustomer relations xManagement aConsumers' preferences aRelationship marketing aMarketing information systems aInformation storage and retrieval systems xMarketing Kundenorientierung (DE-588)4316837-1 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Marketingstrategie (DE-588)4120697-6 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 s Kundenorientierung (DE-588)4316837-1 s Marketingstrategie (DE-588)4120697-6 s b DE-604 Rogers, Martha Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=012981095&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Peppers, Don Managing customer relationships a strategic framework Gestion du marketing rasuqam Marketing relationnel rasuqam Préférence du consommateur rasuqam Relatiemarketing gtt Relation avec la clientèle rasuqam Strategisch management gtt aCustomer relations xManagement aConsumers' preferences aRelationship marketing aMarketing information systems aInformation storage and retrieval systems xMarketing Kundenorientierung (DE-588)4316837-1 gnd Kundenmanagement (DE-588)4236865-0 gnd Marketingstrategie (DE-588)4120697-6 gnd |
| subject_GND | (DE-588)4316837-1 (DE-588)4236865-0 (DE-588)4120697-6 |
| title | Managing customer relationships a strategic framework |
| title_auth | Managing customer relationships a strategic framework |
| title_exact_search | Managing customer relationships a strategic framework |
| title_full | Managing customer relationships a strategic framework Don Peppers, Martha Rogers |
| title_fullStr | Managing customer relationships a strategic framework Don Peppers, Martha Rogers |
| title_full_unstemmed | Managing customer relationships a strategic framework Don Peppers, Martha Rogers |
| title_short | Managing customer relationships |
| title_sort | managing customer relationships a strategic framework |
| title_sub | a strategic framework |
| topic | Gestion du marketing rasuqam Marketing relationnel rasuqam Préférence du consommateur rasuqam Relatiemarketing gtt Relation avec la clientèle rasuqam Strategisch management gtt aCustomer relations xManagement aConsumers' preferences aRelationship marketing aMarketing information systems aInformation storage and retrieval systems xMarketing Kundenorientierung (DE-588)4316837-1 gnd Kundenmanagement (DE-588)4236865-0 gnd Marketingstrategie (DE-588)4120697-6 gnd |
| topic_facet | Gestion du marketing Marketing relationnel Préférence du consommateur Relatiemarketing Relation avec la clientèle Strategisch management aCustomer relations xManagement aConsumers' preferences aRelationship marketing aMarketing information systems aInformation storage and retrieval systems xMarketing Kundenorientierung Kundenmanagement Marketingstrategie |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=012981095&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT peppersdon managingcustomerrelationshipsastrategicframework AT rogersmartha managingcustomerrelationshipsastrategicframework |