| Description |
xi, 516 pages : illustrations ; 26 cm |
| Contents |
Ch. 1. Evolution of relationships with customers -- Roots of customer relationship management -- The view from here / Philip Kotler -- Get, keep, and grow customers in the twenty-first century / Roger Siboni -- What is a relationship? -- The technology revolution and the customer revolution -- Ch. 2. The thinking behind customer relationships -- What characterizes a relationship? -- Thinking about relationship theory / Julie Edell Britton and Josh Rose -- CRM : the customer's view / James G. Barnes -- The nature of loyalty -- Ch. 3. Customer relationships : basic building blocks of IDIC and trust -- Trust and relationships happen in Tandem -- IDIC : four implementation tasks for creating and managing customer relationships -- How does trust characterize a learning relationship? -- The trust equation : generating customer trust / Charles H. Green |
| Notes |
Includes index |
| Bibliography |
Includes bibliographical references and index |
| Notes |
Also available online via the World Wide Web, by subscription to Books24x7 (BusinessPro) |
| Subject |
Information storage and retrieval systems -- Marketing.
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Customer relations -- Management.
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Consumers' preferences.
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Relationship marketing.
|
| Author |
Rogers, Martha, 1952-
|
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Books24x7, Inc.
|
| LC no. |
2003020608 |
| ISBN |
047148590X cloth |
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