May NOT include supplemental materials such as CDs and access codes. May include some highlighting or writing. Ships next business day! Choose expedited shipping for delivery in ...2-6 business days! Excellent customer service!Read moreShow Less
2011 Hardcover Good The textbooks professionals since 1915! 100% satisfaction guaranteed. Used items have varying degrees of wear, highlighting, etc. and may not include ...supplements such as infotrac, CD-ROMS or other web access codes. We always ship best available copy. Codes that come with used books DO NOT WORK. Please contact with any specific questions.Read moreShow Less
Ships same day or next business day via UPS (Priority Mail for AK/HI/APO/PO Boxes)! Used sticker and some writing and/or highlighting. Used books may not include working access ...code or dust jacket.Read moreShow Less
2011 Hardcover Good Books have varying amounts of wear and highlighting. Usually ships within 24 hours in quality packaging. Satisfaction guaranteed. This item may not include ...any CDs, Infotracs, Access cards or other supplementary material.Read moreShow Less
"No company can succeed without customers. If you don't havecustomers, you don't have a business. You have a hobby."
—From Managing Customer Relationships, Second Edition
Now fully revised and updated with new examples, case studies,and references with contributing works from industry leaders andacademic experts, Managing Customer Relationships is one ofthe first books designed to develop an understanding of thepedagogy of managing customer relationships. With an emphasis oncustomer strategies and building customer value, the SecondEdition focuses on marketing accountability and metrics andadvanced customer valuation approaches, including Return onCustomer. The new edition offers a full discussion of the influenceof social networking on customer empowerment and customerrelationship management (CRM).
In Managing Customer Relationships, Second Edition, DonPeppers and Martha Rogers, credited with founding thecustomer-relationship revolution in 1993 when they coined the term"one-to-one marketing," provide the foundational overview of whatit takes to keep customers coming back, presenting world-classguidance on:
The technology revolution and the customer revolution
Tools of interactivity and customization to build learningrelationships
The importance of privacy and customer feedback
Customer insight, dialogue, and social media
The role of interconnectivity and social networking on buildingtrusting relationships
Essential qualities in a firm's customer relationshipleaders
In today's competitive marketplace, managing customerrelationships (and CRM) has become critical to a company'sprofitability and long-term success. To become morecustomer-focused, skilled managers, IT professionals, and marketingexecutives must understand how to build profitable relationshipswith each customer and how to make everyday managerial decisionsthat increase the value of a company by increasing the value of thecustomer base.
With contributions from academic and industry leaders, Peppersand Rogers incorporate many of the principles of individualizedcustomer relationships that they are best known for, equippingprofessionals with techniques every company can put to use insharpening its competitive advantage.
DON PEPPERS is a Founding Partner at Peppers & RogersGroup. He is a former CEO of a top-20 direct marketing agency. Heis a globally respected thought leader, futurist, and consultant.He holds a degree in astronautical engineering from the U.S. AirForce Academy and a master's in public affairs from PrincetonUniversity's Woodrow Wilson School. His popular blog, "PeppersUnplugged," can be found at www.1to1media.com.
MARTHA ROGERS is a Founding Partner at Peppers &Rogers Group and is in demand for speaking and thought leadershipon six continents. She is also an adjunct professor at the FuquaSchool of Business at Duke University. She earned her PhD atUniversity of Tennessee as a Bickel Fellow, and has led multi-year,multimillion-dollar research programs.
PEPPERS and ROGERS have published eight best-sellingbooks and are "always working on the next one." Their first book,The One to One Future, was named "Book of the Year" by TomPeters and "one of the two or three most important business booksever written" by George Gendren, then editor of Inc. Their secondbook, Enterprise One to One, was given a five-star rating bythe Wall Street Journal. The books appear in nineteenlanguages. They have also published in Harvard Business Review andother academic publications.