Managing Customer Relationships: A Strategic Framework - Hardcover

Peppers, Don; Rogers, Martha

Hardcover

ISBN 10: 0470423471 ISBN 13: 9780470423479

Publisher: John Wiley & Sons, 2011

Synopsis

In today′s competitive marketplace, managing customer relationships or customer relationship management (CRM) is critical to a company′s profitability and long–term success. Fully revised and updated, Managing Customer Relationships, Second Edition contains principles that serve business managers as a useful underpinning for understanding how to build and manage customer relationships. Written by Don Peppers and Martha Rogers, two of the foremost thought leaders in CRM, the new edition contains updated examples, case studies, and references with contributing works from various industry leaders.

About this title

Product Description:

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From the Back Cover:

MANAGING CUSTOMER RELATIONSHIPS
A Strategic Framework

Praise for the first edition:

"Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading–edge companies.
" Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia

"Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book, they bring their wealth of experience and knowledge into academic focus. This text successfully centers the development of the field and its theories and methodologies squarely within the broader context of enterprise competitive theory. It is a must–have for educators of customer relationship management and anyone who considers customer–centric marketing the cornerstone of sound corporate strategy."
Dr. Charlotte Mason, Department Head, Director, and Professor, Department of Marketing and Distribution, Terry College of Business, University of Georgia

"Don and Martha have done it again! The useful concepts and rich case studies revealed in Managing Customer Relationships remove any excuse for those of us responsible for actually delivering one–to–one customer results. This is the ultimate inside scoop!"
Roy Barnes, Formerly with Marriott, now President, Blue Space Consulting

"This is going to become the how–to book on developing a customer–driven enterprise. The marketplace is so much in need of this road map!"
Mike Henry, Leader for Consumer Insights at Acxiom

Praise for the second edition:

"Every company has customers, and that′s why every company needs a reference guide like this. Peppers and Rogers are uniquely qualified to provide us with the top textbook on the subject, and the essential tool for the field they helped to create."
David Reibstein, William Stewart Woodside Professor of Marketing, The Wharton School, University of Pennsylvania

About this edition

• Publisher: John Wiley & Sons
• Publication date: 2011
• ISBN 10: 0470423471
• ISBN 13: 9780470423479
• Binding: Hardcover
• Edition number: 2
• Number of pages: 528