In today’s competitive marketplace, customer relationship management is critical to a company’s profitability and long-term success. To become more customer focused, skilled managers, IT professionals and marketing executives must understand how to build profitable relationships with each customer and to make managerial decisions every day designed to increase the value of a company by making managerial decisions that will grow the value of the customer base. The goal is to build long-term relationships with customers and generate increased customer loyalty and higher margins. In Managing Customer Relationships, Don Peppers and Martha Rogers, credited with founding the customer-relationship revolution in 1993 when they invented the term "one-to-one marketing," provide the definitive overview of what it takes to keep customers coming back for years to come. Presenting a comprehensive framework for customer relationship management, Managing Customer Relationships provides CEOs, CFOs, CIOs, CMOs, privacy officers , human resources managers, marketing executives, sales teams, distribution managers, professors, and students with a logical overview of the background, the methodology, and the particulars of managing customer relationships for competitive advantage. Here, renowned customer relationship management pioneers Peppers and Rogers incorporate many of the principles of individualized customer relationships that they are best known for, including a complete overview of the background and history of the subject, relationship theory, IDIC (Identify-Differentiate-Interact-Customize) methodology, metrics, data management, customer management, company organization, channel issues, and the store of the future. One of the first books designed to develop an understanding of the pedagogy of managing customer relationships, with an emphasis on customer strategies and building customer value, Managing Customer Relationships features: Pioneering theories and principles of individualized customer relationships An overview of relationship theory Contributions from such revolutionary leaders as Philip Kotler, Esther Dyson, Geoffrey Moore, and Seth Godin Guidelines for identifying customers and differentiating them by value and need Tips for using the tools of interactivity and customization to build learning relationships Coverage of the importance of privacy and customer feedback Advice for measuring the success of customer-based initiatives The future and evolution of retailing An appendix that examines the qualities needed in a firm’s customer relationship leaders, and that provides fundamental tools for embarking on a career in managing customer relationships or helping a company use customer value as the basis for executive decisions The techniques in Managing Customer Relationships can help any company sharpen its competitive advantage.

Product Description: Not so long ago, being reasonably trustworthy was good enough. But soon only the extremely trustworthy will thrive.  In the age of smartphones and social networks, every action an organization takes can be exposed and critiqued in real time...read more

Product Description: At odds over their beliefs and separated by the war, Molly and Stefan must learn to depend of God. In book three of the Homeward Journey series, Daniel and Sally Delaney’s daughter Molly finishes school and returns to her home to teach...read more

Product Description: Why can’t people see what is on the inside?   Hannah Dyer has just moved to Texas to help her brother-in-law in his medical practice. Despite her handicap of having one leg much shorter than the other, she is a great nurse whose skills help make the practice the most successful in the area...read more

Product Description: Can Sallie and Manfred overcome the distance that the war has put between them and find love?   In April 1865, the day following the surrender at Appomattox, Manfred McDaniel Whiteman and his brother, Edward, are released in an exchange of prisoners...read more

Product Description: Can Clayton Barlow prove he has changed his ways in time for Christmas? It is October 1898, and Clayton Barlow has just returned home after serving time in prison for his part in a bank robbery. His family welcomes him, but the townspeople are skeptical...read more

Product Description: Can runaway Libby Cantrell finally get a new start? Libby Cantrell’s life has gone from bad to worse since her mother’s death. After working in a brothel to support her abusive father, she sees no hope for her future until one cold winter night when she finds the courage to escape...read more

Product Description: How companies can stay competitive in a world of total transparency. With their first book, 1993's The One-to-One Future, Don Peppers and Martha Rogers introduced the idea of managing interactive customer relationships, long before the Web and social networking made it standard business practice...read more

Product Description: Why does everyone think a girl’s only lot in life is to find a husband and settle down? Kathleen Muldoon is twenty-three and tired of ranch living. Fiercely independent and determined to become a nurse, she has left her family’s ranch to study medicine under Old Doc Jensen andlive in town with her Aunt Mae, who runs a boardinghouse...read more

Product Description: Will heiress Lucinda Bishop learn the meaning of true love and forgiveness on the Oklahoma plains? In 1896, after her parents’ deaths, seventeen-year-old heiress Lucinda Bishop is sent to Oklahoma to live with her aunt and uncle...read more

Case studies of such companies as Dell, Bentley Systems, Convergys, LifeWay, and Novartis emphasize the importance of customer relationship management in today's increasingly transparent economy.

Product Description: Rule #1: The best measure of success for your business is current sales and profit. Rule # 2: With the right sales and marketing effort, you can always get more customers. Rule # 3: Company value is created by offering differentiated products and services...read more

Product Description: Contemporary Romance: Berta Dixon wants to attend a school in Biloxi to fulfill her dream of becoming an opera singer. But God has other plans and romance is on the way. Widow Dottie Jean Weaver is heading toward her fifty-fifth birthday, but love is standing in the background when she encounters an old high school flame...read more