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Managing Customer Relationships

A Strategic Framework

Wiley, J,
E-Book ( PDF mit Adobe DRM )
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Kurzbeschreibung

MANAGING CUSTOMER RELATIONSHIPS
A Strategic Framework
Praise for the first edition:
"Peppers and Rogers do a beautiful job of integrating actionableframeworks, the thinking of other leaders in the field, and bestpractices from leading-edge companies.
"--Dr. Hugh J. Watson, C. Herman and Mary Virginia TerryChair of Business Administration, Terry College of Business,University of Georgia
"Peppers and Rogers have been the vanguard for the developingfield of customer relationship management, and in this book, theybring their wealth of experience and knowledge into academic focus.This text successfully centers the development of the field and itstheories and methodologies squarely within the broader context ofenterprise competitive theory. It is a must-have for educators ofcustomer relationship management and anyone who considerscustomer-centric marketing the cornerstone of sound corporatestrategy."
--Dr. Charlotte Mason, Department Head, Director, andProfessor, Department of Marketing and Distribution, Terry Collegeof Business, University of Georgia
"Don and Martha have done it again! The useful concepts and richcase studies revealed in Managing Customer Relationshipsremove any excuse for those of us responsible for actuallydelivering one-to-one customer results. This is the ultimate insidescoop!"
--Roy Barnes, Formerly with Marriott, now President, BlueSpace Consulting
"This is going to become the how-to book on developing acustomer-driven enterprise. The marketplace is so much in need ofthis road map!"
--Mike Henry, Leader for Consumer Insights atAcxiom
Praise for the second edition:
"Every company has customers, and that's why every company needsa reference guide like this. Peppers and Rogers are uniquelyqualified to provide us with the top textbook on the subject, andthe essential tool for the field they helped to create."
--David Reibstein, William Stewart Woodside Professor ofMarketing, The Wharton School, University of Pennsylvania

Details
Schlagworte
Autor

Titel: Managing Customer Relationships
Autoren/Herausgeber: Don Peppers, Martha Rogers
Ausgabe: 2. Auflage

ISBN/EAN: 9780470930151

Seitenzahl: 528
Produktform: E-Book
Sprache: Englisch

DON PEPPERS is a Founding Partner at Peppers & RogersGroup. He is a former CEO of a top-20 direct marketing agency. Heis a globally respected thought leader, futurist, and consultant.He holds a degree in astronautical engineering from the U.S. AirForce Academy and a master's in public affairs from PrincetonUniversity's Woodrow Wilson School. His popular blog, "PeppersUnplugged," can be found at www.1to1media.com.
MARTHA ROGERS is a Founding Partner at Peppers &Rogers Group and is in demand for speaking and thought leadershipon six continents. She is also an adjunct professor at the FuquaSchool of Business at Duke University. She earned her PhD atUniversity of Tennessee as a Bickel Fellow, and has led multi-year,multimillion-dollar research programs.
PEPPERS and ROGERS have published eight best-sellingbooks and are "always working on the next one." Their first book,The One to One Future, was named "Book of the Year" by TomPeters and "one of the two or three most important business booksever written" by George Gendren, then editor of Inc. Their secondbook, Enterprise One to One, was given a five-star rating bythe Wall Street Journal. The books appear in nineteenlanguages. They have also published in Harvard Business Review andother academic publications.

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