Managing Customer Relationships: A Strategic Framework by Don Peppers

By Don Peppers

Coping with consumer RELATIONSHIPSA Strategic FrameworkPraise for the 1st edition:"Peppers and Rogers do a stunning activity of integrating actionable frameworks, the considering different leaders within the box, and top practices from modern companies."—Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of commercial management, Terry collage of industrial, college of Georgia"Peppers and Rogers were the forefront for the constructing box of shopper courting administration, and during this publication, they carry their wealth of expertise and information into educational concentration. this article effectively facilities the improvement of the sphere and its theories and methodologies squarely in the broader context of firm aggressive conception. it's a must-have for educators of shopper dating administration and someone who considers customer-centric advertising the cornerstone of sound company strategy." —Dr. Charlotte Mason, division Head, Director, and Professor, division of promoting and Distribution, Terry collage of commercial, college of Georgia"Don and Martha have performed it back! The important thoughts and wealthy case stories published in coping with consumer Relationships eliminate any excuse for these people accountable for really providing one-to-one patron effects. this can be the last word within scoop!" —Roy Barnes, previously with Marriott, now President, Blue area Consulting"This goes to turn into the how-to ebook on constructing a customer-driven firm. is loads short of this highway map!" —Mike Henry, chief for shopper Insights at AcxiomPraise for the second one edition:"Every corporation has consumers, and that is why each corporation wishes a reference advisor like this. Peppers and Rogers are uniquely certified to supply us with the pinnacle textbook at the topic, and the basic software for the sector they helped to create." —David Reibstein, William Stewart Woodside Professor of selling, The Wharton institution, collage of Pennsylvania

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Managing Customer Relationships: A Strategic Framework

Coping with consumer RELATIONSHIPSA Strategic FrameworkPraise for the 1st edition:"Peppers and Rogers do a gorgeous activity of integrating actionable frameworks, the taking into account different leaders within the box, and most sensible practices from modern businesses. "—Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of industrial management, Terry collage of industrial, college of Georgia"Peppers and Rogers were the leading edge for the constructing box of shopper dating administration, and during this ebook, they create their wealth of expertise and information into educational concentration.

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Extra resources for Managing Customer Relationships: A Strategic Framework

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Use interactive communication to determine individual needs and communicate with each individual. The central purpose of managing customer relationships is for the enterprise to he central purpose of managing customer relationships is for the enterfocus on increasing the overall value of its prise to focus on increasing the overall customer base—and customer retention is value of its customer base—and customer critical to its success. Increasing the value of retention is critical to its success.

Increasing the value of retention is critical to its success. the customer base, whether through crossselling (getting customers to buy other products and services), upselling (getting customers to buy more expensive offerings), or customer referrals, will lead to a more profitable enterprise. , by using Amazon’s one-click ordering process or Web banking rather than a bank teller). T Technology Accelerates—It Is Not the Same as—Building Customer Value The interactive era has accelerated the adoption and facilitation of this highly interactive collaboration between the customer and the company.

6–7. Return on Customer will be discussed in more detail in Chapter 11. P1: OTA/XYZ P2: ABC c01 JWBT383-Peppers 22 November 25, 2010 7:57 Printer Name: Courier/Westford Principles of Managing Customer Relationships When it comes to customers, businesses are shifting their focus from product sales transactions to relationship equity . 12 Not all customers are equal. Some are not worth the time or financial investment of establishing Learning Relationships, nor are all customers willing to devote the effort required to sustain such a relationship.

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