Managing Customer Relationships: A Strategic Framework . Don Peppers, Martha Rogers

Managing Customer Relationships: A Strategic Framework


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ISBN: 0470423471,9780470930182 | 530 pages | 14 Mb


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Managing Customer Relationships: A Strategic Framework Don Peppers, Martha Rogers
Publisher: John Wiley & Sons




MANAGING CUSTOMER RELATIONSHIPS A Strategic Framework. It can well be one of the most used words in business publications, but only very few seem to be worried about what it means, and how value can be a used on a conceptual level as to make it framework one can use in a business environnment. An important element of marketing management. Don Peppers & Martha Rogers are the founding figures of CRM, they coined the term - One to one marketing. Managing Customer Relationships: A Strategic Framework by Don Peppers and Martha Rogers, 2011. The following list is certainly not all inclusive but intended to help establish a framework to help measure efficiency and effectiveness. Amdocs also worked with its global strategic partner, SAS, to deliver SAS' Campaign Management software and integrate it with the Amdocs Customer Management products. Not an administrative cost center that inhibits the sales process. One proposed strategy, however, particularly picked my curiosity: Change the focus from Customer Relationship Management (CRM) to Customer Managed Relationships (CMR). On top of the definition I think there is a more specified set of elements needed to define a Social CRM strategic framework statement. To create a true 360-degree view, data-driven marketers will learn to link the streams of data from all sources, such as Customer Relationship Management systems, customer databases, point-of-sale systems, call centers, customer response, social media networks and other online data aggregators. Data-driven marketers will use these pins to create a measurement framework that helps marketers build a connection between spend and revenue creation. Managing Customer Relationships: A Strategic Framework by Don Peppers & Martha Rogers. It's the company's response to the customer's ownership of the conversation. If you're looking for my persepective on technological developments you will be dissappointed as I discuss Social CRM on a conceptual and company strategy level. Credit and collections management is a fundamental part of Customer Relationship Management and you must apply payment pressure in line with a formal strategy rather than just trying to be tough on every customer.