INDICE: Part One Principles Of Managing Customer Relationships. Chapter 1 Evolution Of Relationships With Customers. Roots Of Customer Relationship Management. What Is A Relationship? The Technology Revolution And The Customer Revolution. Summary. Food For Thought. Glossary. Chapter 2 The Thinking Behind Customer Relationships. Why Do Companies Work At Being Customer-Centric? What Characterizes A Relationship? Customer Loyalty: Is It An Attitude? Or A Behavior?Summary. Food For Thought. Glossary. Part Two IDIC Implementation Process: A Model For Managing Customer Relationships. Chapter 3 Customer Relationships: Basic Building Blocks Of IDIC And Trust. Trust And Relationships Happen In Tandem. IDIC: Four Implementation Tasks For Creating And Managing. Customer Relationships. How Does Trust Characterize A Learning Relationship? Becoming The Customer's Trusted Agent. Relationships Require Information, But Information Comes Only With Trust. Summary. Food For Thought. Glossary. Chapter 4 Identifying Customers. Individual Information Requires Customer Recognition. What Does Identify Mean? Customer Data Revolution. Summary. Food For Thought. Glossary. Chapter 5 Differentiating Customers: Some Customers Are Worth More Than Others. Customer Value Is A Future-Oriented Variable. Different Customers Have Different Values. Summary. Food For Thought. Glossary. Chapter 6 Differentiating Customers By Their Needs. Definitions. Differentiating Customers By Need: An Illustration. Why Doesn't Every Company Already Differentiate Their Customers By Needs? Categorizing Customers By Their Needs. Understanding Needs. Community Knowledge. Using Needs Differentiation To Build Customer Value. Summary. Food For Thought. Glossary. Chapter 7 Interacting With Customers: Customer Collaboration Strategy. Dialogue Requirements. Implicit And Explicit Bargains. Technology Of Interaction Requires Integrating Across The Entire Enterprise. Customer Dialogue: A Unique And Valuable Asset. Not All Interactions Qualify As Dialogue. Cost-Efficiency And Effectiveness Of Customer Interaction. Complaining Customers: Hidden Assets? Summary. Food For Thought. Glossary. Chapter 8 Customer Insight, Dialogue, And Social Media. The Age Of Transparency. Summary. Food For Thought. Glossary. Chapter 9 Privacy And Customer Feedback. Privacy In Europe Is A Different World. Privacy Pledges Build Enterprise Trust. Submitting Data Online. Summary. Food For Thought. Glossary. Chapter 10 The Payoff Of IDIC: Using Mass Customization To Build Learning Relationships. How Can Customization Be Profitable? Technology Accelerates Mass Customization. Customization Of Standardized Products And Services. Value Streams. Culture Rules. Summary. Food For Thought. Glossary. Part Three Measuring And Managing To Build Customer Value. Chapter 11 Optimizing Around The Cust
- ISBN: 978-0-470-42347-9
- Editorial: John Wiley & Sons
- Encuadernacion: Cartoné
- Páginas: 528
- Fecha Publicación: 22/12/2010
- Nº Volúmenes: 1
- Idioma: Inglés