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Peppers, Rogers:

Managing Customer Relationships: A Strategic Framework, 2nd Edition

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Table Of Contents

Chapter 1: Evolution of Relationships with Customers

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Chapter 2: The Thinking behind Customer Relationships

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Chapter 3: Customer Relationships: Basic Building Blocks of IDIC and Trust

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Chapter 4: Identifying Customers

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Chapter 5: Differentiating Customers: Some Customers Are Worth More than Others

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Chapter 6: Differentiating Customers by Their Needs

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Chapter 7: Interacting with Customers: Customer Collaboration Strategy

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Chapter 8: Customer Insight, Dialogue, and Social Media

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Chapter 9: Privacy and Customer Feedback

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Chapter 10: The Payoff of IDIC: Using Mass Customization to Build Learning Relationships

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Chapter 11: Optimizing around the Customer: Measuring the Success of Customer-Based Initiatives

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Chapter 12: Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise

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Chapter 13: Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 1

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Chapter 14: Organizing and Managing the Profitable Customer-Strategy Enterprise: Part 2

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Chapter 15: Where Do We Go from Here?

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