Managing Customer Relationships: A Strategic Framework

3.41 avg rating
( 27 ratings by Goodreads )
 
9780470423479: Managing Customer Relationships: A Strategic Framework

MANAGING CUSTOMER RELATIONSHIPS
A Strategic Framework

Praise for the first edition:

"Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies.
"—Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia

"Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book, they bring their wealth of experience and knowledge into academic focus. This text successfully centers the development of the field and its theories and methodologies squarely within the broader context of enterprise competitive theory. It is a must-have for educators of customer relationship management and anyone who considers customer-centric marketing the cornerstone of sound corporate strategy."
—Dr. Charlotte Mason, Department Head, Director, and Professor, Department of Marketing and Distribution, Terry College of Business, University of Georgia

"Don and Martha have done it again! The useful concepts and rich case studies revealed in Managing Customer Relationships remove any excuse for those of us responsible for actually delivering one-to-one customer results. This is the ultimate inside scoop!"
—Roy Barnes, Formerly with Marriott, now President, Blue Space Consulting

"This is going to become the how-to book on developing a customer-driven enterprise. The marketplace is so much in need of this road map!"
—Mike Henry, Leader for Consumer Insights at Acxiom

Praise for the second edition:

"Every company has customers, and that's why every company needs a reference guide like this. Peppers and Rogers are uniquely qualified to provide us with the top textbook on the subject, and the essential tool for the field they helped to create."
—David Reibstein, William Stewart Woodside Professor of Marketing, The Wharton School, University of Pennsylvania

"synopsis" may belong to another edition of this title.

From the Inside Flap:

"No company can succeed without customers. If you don't have customers, you don't have a business. You have a hobby."
From Managing Customer Relationships, Second Edition

Now fully revised and updated with new examples, case studies, and references with contributing works from industry leaders and academic experts, Managing Customer Relationships is 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, the Second Edition focuses on marketing accountability and metrics and advanced customer valuation approaches, including Return on Customer. The new edition offers a full discussion of the influence of social networking on customer empowerment and customer relationship management (CRM).

In Managing Customer Relationships, Second Edition, 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 foundational overview of what it takes to keep customers coming back, presenting world-class guidance on:

  • The technology revolution and the customer revolution

  • Tools of interactivity and customization to build learning relationships

  • The importance of privacy and customer feedback

  • Customer insight, dialogue, and social media

  • The role of interconnectivity and social networking on building trusting relationships

  • Essential qualities in a firm's customer relationship leaders

In today's competitive marketplace, managing customer relationships (and CRM) has become 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.

With contributions from academic and industry leaders, Peppers and Rogers incorporate many of the principles of individualized customer relationships that they are best known for, equipping professionals with techniques every company can put to use in sharpening its competitive advantage.

From the Back Cover:

Praise for Managing Customer Relationships
A Strategic Framework

"Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies."
?Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia

"Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book they bring their wealth of experience and knowledge into academic focus. This text successfully centers the development of the field and its theories and methodologies squarely within the broader context of enterprise competitive theory. It is a ?must-have? for educators of customer relationship management and anyone who considers customer-centric marketing the cornerstone of sound corporate strategy."
?Dr. Charlotte Mason
Associate Professor of Marketing, Kenan-Flagler Business School, University of North Carolina

"Don and Martha have done it again! The useful concepts and rich case studies revealed in Managing Customer Relationships remove any excuse for those of us responsible for actually delivering one-to-one customer results. This is the ultimate inside scoop!"
?Roy Barnes
Senior VP of Customer Strategy, Marriott Vacation Club International

"Every company that has customers has needed a reference guide like this for a long time. Peppers and Rogers are uniquely qualified to provide this essential tool for the field they helped to create."
?Jim Ryan
CEO, Carlson Marketing Group

"This is going to become the how-to book on developing a customer driven enterprise. The marketplace is so much in need of this roadmap!"
?Mike Henry, President and CEO, Equitec

"About this title" may belong to another edition of this title.

Top Search Results from the AbeBooks Marketplace

1.

Peppers, Don
Published by John Wiley & Sons, Limited
ISBN 10: 0470423471 ISBN 13: 9780470423479
New Quantity Available: 15
Seller:
TextbookRush
(Grandview Heights, OH, U.S.A.)
Rating
[?]

Book Description John Wiley & Sons, Limited. Book Condition: Brand New. Ships SAME or NEXT business day. We Ship to APO/FPO addr. Choose EXPEDITED shipping and receive in 2-5 business days within the United States. See our member profile for customer support contact info. We have an easy return policy. Bookseller Inventory # 41964027

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 41.51
Convert Currency

Add to Basket

Shipping: US$ 3.99
Within U.S.A.
Destination, Rates & Speeds

2.

Peppers, Don, Rogers, Martha
Published by Wiley (2011)
ISBN 10: 0470423471 ISBN 13: 9780470423479
New Hardcover Quantity Available: 2
Seller:
Murray Media
(North Miami Beach, FL, U.S.A.)
Rating
[?]

Book Description Wiley, 2011. Hardcover. Book Condition: New. Never used!. Bookseller Inventory # P110470423471

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 47.71
Convert Currency

Add to Basket

Shipping: US$ 1.99
Within U.S.A.
Destination, Rates & Speeds

3.

Peppers, Don, Rogers, Martha
Published by Wiley (2011)
ISBN 10: 0470423471 ISBN 13: 9780470423479
New Hardcover Quantity Available: 2
Seller:
Save With Sam
(North Miami, FL, U.S.A.)
Rating
[?]

Book Description Wiley, 2011. Hardcover. Book Condition: New. Brand New!. Bookseller Inventory # VIB0470423471

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 47.71
Convert Currency

Add to Basket

Shipping: US$ 3.00
Within U.S.A.
Destination, Rates & Speeds

4.

Peppers, Don; Rogers, Martha
Published by Wiley
ISBN 10: 0470423471 ISBN 13: 9780470423479
New Hardcover Quantity Available: 4
Seller:
Diafan Media
(Geneva, IL, U.S.A.)
Rating
[?]

Book Description Wiley. Hardcover. Book Condition: New. 0470423471 New Condition *** Right Off the Shelf | Ships within 2 Business Days ~~~ Customer Service Is Our Top Priority! - Thank you for LOOKING :-). Bookseller Inventory # 2BOOK3P338299

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 77.64
Convert Currency

Add to Basket

Shipping: US$ 4.95
Within U.S.A.
Destination, Rates & Speeds

5.

Peppers, Don
Published by John Wiley & Sons, Limited
ISBN 10: 0470423471 ISBN 13: 9780470423479
New Quantity Available: 11
Seller:
Textbooksrus UK
(London, United Kingdom)
Rating
[?]

Book Description John Wiley & Sons, Limited. Book Condition: Brand New. Dispatch Same Working Day, (Delivery 2-4 business days, Courier For Heavy/Expensive Items) Money Back Guarantee, 99.3% Customer Satisfaction, Prompt Customer Service. Bookseller Inventory # 39571020

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 58.32
Convert Currency

Add to Basket

Shipping: US$ 25.30
From United Kingdom to U.S.A.
Destination, Rates & Speeds

6.

Peppers, Don/ Rogers, Martha
Published by John Wiley & Sons Inc (2011)
ISBN 10: 0470423471 ISBN 13: 9780470423479
New Hardcover Quantity Available: 1
Seller:
Revaluation Books
(Exeter, United Kingdom)
Rating
[?]

Book Description John Wiley & Sons Inc, 2011. Hardcover. Book Condition: Brand New. 2nd edition. 528 pages. 10.00x7.40x1.80 inches. In Stock. Bookseller Inventory # 0470423471

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 112.31
Convert Currency

Add to Basket

Shipping: US$ 7.99
From United Kingdom to U.S.A.
Destination, Rates & Speeds

7.

Don Peppers, Martha Rogers
Published by Wiley (2011)
ISBN 10: 0470423471 ISBN 13: 9780470423479
New Hardcover Quantity Available: 1
Seller:
Ergodebooks
(RICHMOND, TX, U.S.A.)
Rating
[?]

Book Description Wiley, 2011. Hardcover. Book Condition: New. 2. Bookseller Inventory # DADAX0470423471

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 133.36
Convert Currency

Add to Basket

Shipping: US$ 4.99
Within U.S.A.
Destination, Rates & Speeds

8.

Don Peppers
Published by Wiley (2011)
ISBN 10: 0470423471 ISBN 13: 9780470423479
New Hardcover Quantity Available: 1
Seller:
Books Express
(Portsmouth, NH, U.S.A.)
Rating
[?]

Book Description Wiley, 2011. Hardcover. Book Condition: New. 2. Ships with Tracking Number! INTERNATIONAL WORLDWIDE Shipping available. Buy with confidence, excellent customer service!. Bookseller Inventory # 0470423471n

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 213.36
Convert Currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, Rates & Speeds