Managing customer relationships : a strategic framework /
Peppers, Don.
Rogers, Martha,1952-
Hoboken, N.J. : Wiley,
c2011.
Includes bibliographical references and index.
Evolution of relationships with customers -- The thinking behind customer relationships -- Customer relationships : basic building blocks of IDIC and trust -- Identifying customers -- Differentiating customers : some customers are worth more than others.
Customer relations
Consumers' preferences.
Relationship marketing.
Information storage and retrieval systems