TY  - BOOK
AU  - Peppers Don
AU  - Rogers Martha
TI  - Managing Customer Relationships / A Strategic Framework
SN  - 9780470423479
PY  - 2011///
PB  - Wiley
N1  - Preface, Principles of Managing Customer Relationships, The Thinking Behind Customer Relationships, Idic Implementation Process: A Model for Managing Customer Relationships, Identifying Customers, Differentiating Customers by their Needs, Privacy and Customer Feedback, Measuring and Managing to Build Customer Value, Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise, Where Do We Go from Here, Index
N2  - Preface, Principles of Managing Customer Relationships, The Thinking Behind Customer Relationships, Idic Implementation Process: A Model for Managing Customer Relationships, Identifying Customers, Differentiating Customers by their Needs, Privacy and Customer Feedback, Measuring and Managing to Build Customer Value, Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise, Where Do We Go from Here, Index
ER  -