Peppers, Rogers:

Managing Customer Relationships: A Strategic Framework

Instructor Companion Site

Table Of Contents

Chapter 1: Introduction

Chapter 2: Relationships

Chapter 3: IDIC and Trust

Chapter 4: IDIC-Identifying Customers

Chapter 5: IDIC-Differentiating Customers

Chapter 6: IDIC-Differentiating Needs

Chapter 7: IDIC-Interaction

Chapter 8: Interactivity Tools

Chapter 9: Privacy and Customer Feedback

Chapter 10: Mass Customization

Chapter 11: Measuring the Success of CRM

Chapter 12: Analytics

Chapter 13: Organizing and Managing the Customer-strategy Enterprise

Chapter 14: Channels

Chapter 15: Evolution Retailing

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