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Principles Of Managing Customer Relationships | |
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Evolution Of Relationships With Customers | |
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Roots Of Customer Relationship Management | |
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What Is A Relationship? | |
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The Technology Revolution And The Customer Revolution | |
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Summary | |
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Food For Thought | |
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Glossary | |
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The Thinking Behind Customer Relationships | |
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Why Do Companies Work At Being "Customer-Centric"? | |
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What Characterizes A Relationship? | |
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Customer Loyalty: Is It An Attitude? Or A Behavior? | |
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Summary | |
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Food For Thought | |
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Glossary | |
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IDIC Implementation Process: A Model For Managing Customer Relationships | |
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Customer Relationships: Basic Building Blocks Of IDIC And Trust | |
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Trust And Relationships Happen In Tandem | |
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IDIC: Four Implementation Tasks For Creating And Managing .Customer Relationships | |
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How Does Trust Characterize A Learning Relationship? | |
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Becoming The Customer's Trusted Agent | |
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Relationships Require Information, But Information Comes Only With Trust | |
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Summary | |
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Food For Thought | |
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Glossary | |
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Identifying Customers | |
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Individual Information Requires Customer Recognition | |
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What Does "Identify" Mean? | |
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Customer Data Revolution | |
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Summary | |
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Food For Thought | |
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Glossary | |
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Differentiating Customers: Some Customers Are Worth More Than Others | |
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Customer Value Is A Future-Oriented Variable | |
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Different Customers Have Different Values | |
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Summary | |
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Food For Thought | |
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Glossary | |
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Differentiating Customers By Their Needs | |
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Definitions | |
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Differentiating Customers By Need: An Illustration | |
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Why Doesn't Every Company Already Differentiate Their Customers By Needs? | |
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Categorizing Customers By Their Needs | |
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Understanding Needs | |
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Community Knowledge | |
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Using Needs Differentiation To Build Customer Value | |
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Summary | |
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Food For Thought | |
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Glossary | |
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Interacting With Customers: Customer Collaboration Strategy | |
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Dialogue Requirements | |
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Implicit And Explicit Bargains | |
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Technology Of Interaction Requires Integrating Across The Entire Enterprise | |
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Customer Dialogue: A Unique And Valuable Asset | |
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Not All Interactions Qualify As "Dialogue" | |
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Cost-Efficiency And Effectiveness Of Customer Interaction | |
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Complaining Customers: Hidden Assets? | |
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Summary | |
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Food For Thought | |
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Glossary | |
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Customer Insight, Dialogue, And Social Media | |
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The Age Of Transparency | |
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Summary | |
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Food For Thought | |
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Glossary | |
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Privacy And Customer Feedback | |
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Privacy In Europe Is A Different World | |
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Privacy Pledges Build Enterprise Trust | |
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Submitting Data Online | |
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Summary | |
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Food For Thought | |
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Glossary | |
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The Payoff Of IDIC: Using Mass Customization To Build Learning Relationships | |
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How Can Customization Be Profitable? | |
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Technology Accelerates Mass Customization | |
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Customization Of Standardized Products And Services | |
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Value Streams | |
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Culture Rules | |
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Summary | |
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Food For Thought | |
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Glossary | |
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Measuring And Managing To Build Customer Value | |
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Optimizing Around The Customer: Measuring The Success Of Customer-Based Initiatives | |
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Customer Equity | |
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Customer Loyalty And Customer Equity | |
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Return On Customer | |
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Leading Indicators Of Ltv Change | |
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Stats And The Single Customer | |
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Summary | |
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Food For Thought | |
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Glossary | |
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Using Customer Analytics To Build The Success Of The Customer-Strategy Enterprise | |
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Summary | |
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Food For Thought | |
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Glossary | |
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Organizing And Managing The Profitable Customer-Strategy Enterprise: Part 1 | |
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Relationship Governance | |
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Summary | |
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Food For Thought | |
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Glossary | |
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Organizing And Managing The Profitable Customer-Strategy Enterprise: Part 2 | |
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Pilot Projects And Incremental Change | |
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Picket Fence Strategy | |
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Segment Management | |
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Customer Portfolio Management | |
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Transition Across The Enterprise | |
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Transition Process For Other Key Enterprise Areas | |
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Managing Employees In The Customer-Strategy Enterprise | |
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Summary | |
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Food For Thought | |
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Glossary | |
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Where Do We Go From Here? | |
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Leadership Behavior Of Customer Relationship Managers | |
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Maintain And Increase The Trust Of Customers | |
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Summary | |
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Food For Thought | |
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Index | |