Lien ebook : https://search-ebscohost-com.ezproxy.univ-catholille.fr/logi...

eISBN : 9780471656418

Sommaire : Contents

Preface
Part One - Principles of Managing Customer Relationships
Chapter 1 - Evolution of Relationships with Customers
Chapter 2 - The Thinking behind Customer Relationships

Part Two - IDIC Implementation Process: A Model for Managing Customer Relationships
Chapter 3 - Customer Relationships: Basic Building Blocks of IDIC and Trust
Chapter 4 - Identifying Customers
Chapter 5 - Differentiating Customers: Some Customers Are Worth More Than Others
Chapter 6 - Differentiating Customers by Their Needs
Chapter 7 - Interacting with Customers: Customer Collaboration Strategy
Chapter 8 - Using the Tools of Interactivity to Build Learning Relationships
Chapter 9 - Privacy and Customer Feedback
Chapter 10 - Using Mass Customization to Build Learning Relationships

Part Three - Measuring and Managing to Build Customer Value
Chapter 11 - Measuring the Success of Customer-Based Initiatives
Chapter 12 - Customer Analytics and the Customer-Strategy Enterprise
Chapter 13 - Organizing and Managing the Profitable Customer-Strategy Enterprise
Chapter 14 - Delivery Channel Issues of the Enterprise Focused on Building Customer Value
Chapter 15 - Store of the Future and the Evolution of Retailing

Appendix Where Do We Go From Here?
Index

Langue : Anglais

Lieu d'édition : TORONTO

Illustration(s) : Schémas ; Tableau(x)

Localisation : Bibliothèque Campus de Nice

Support : Numérique

Etat : Présent

Propriétaire : Bibliothèque