MARC details
| 000 -LEADER |
|---|
| fixed length control field |
05272cam a22004338i 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
22452341 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
CSPC |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20250715114515.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
220228s2022 nju 001 0 eng c |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| LC control number |
2022008652 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781119815334 |
| Qualifying information |
(cloth) |
| 035 ## - SYSTEM CONTROL NUMBER |
|---|
| System control number |
22452341 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
WaSeSS/DLC |
| Language of cataloging |
eng |
| Description conventions |
rda |
| Transcribing agency |
DLC |
| Modifying agency |
CSPC |
| 042 ## - AUTHENTICATION CODE |
|---|
| Authentication code |
pcc |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HF5415.5 |
| Item number |
.P458 2022 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.812 |
| Item number |
P396m |
| Edition number |
23/eng/20220321 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Peppers, Don, |
| Relator term |
author. |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Managing customer experience and relationships : |
| Remainder of title |
a strategic framework / |
| Statement of responsibility, etc. |
Don Peppers and Martha Rogers. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
Fourth edition. |
| 263 ## - PROJECTED PUBLICATION DATE |
|---|
| Projected publication date |
2206 |
| 264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE |
|---|
| Place of production, publication, distribution, manufacture |
Hoboken, New Jersey : |
| Name of producer, publisher, distributor, manufacturer |
John Wiley & Sons, Inc., |
| Date of production, publication, distribution, manufacture, or copyright notice |
2022. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xxi, 483 pages : |
| Other physical details |
illustrations ; |
| Dimensions |
26 cm. |
| 336 ## - CONTENT TYPE |
|---|
| Content type term |
text |
| Content type code |
txt |
| Source |
rdacontent |
| 337 ## - MEDIA TYPE |
|---|
| Media type term |
unmediated |
| Media type code |
n |
| Source |
rdamedia |
| 338 ## - CARRIER TYPE |
|---|
| Carrier type term |
volume |
| Carrier type code |
nc |
| Source |
rdacarrier |
| 500 ## - GENERAL NOTE |
|---|
| General note |
Includes index. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Part I. Technology's rainbow -- Evolution of marketing and the revolution of customer strategy -- Treat different customers differently: how learning relationships lead to better experiences and higher profit -- better customer experiences for better shareholder return -- IDIC and trustability: building blocks of customer relationships -- Part I: food for thought -- Part II. Customer experience and relationships: trust is the foundation and IDIC the building blocks -- IDIC step 1: identify individual customers -- IDIC step 2: differentiate customers by value -- IDIC step 2: differentiate customers by needs -- IDIC step 3: interact to learn and collaborate -- IDIC step 3: interact/privacy considerations -- IDIC step 4: customize to build learning relationships -- Part II: food for thought -- Part III. Making it happen -- Measuring and managing to build customer value -- Customer analytics, martech, critical thinking, data science, and the customer-strategy enterprise -- Organizing and managing the profitable customer-strategy enterprise -- Leading to build customer value -- Part III: food for thought. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
"This title provides a comprehensive overview of customer relationship management. It emphasizes customer strategies and building customer value. New to this edition are: Customer success management. This is a discipline that has arisen with SaaS businesses like Salesforce, Medallia, Totango, and almost all software these days, which can now be sold from "the cloud." The discipline even has lessons for how to manage remote workers, given the dramatic increase in off-premises work required during Covid19. Better decision-making practices with data. An increasingly important topic for students and professionals because of the immense amounts of data generated by smartphone, IoT, and other technologies. Readers must be able to understand and communicate with statistical analysts without having to resort to advanced equations. They need to know the difference between observational data and interactive data, and they need to be able to detect when data is not being used properly (which is more and more frequent these days). So we need to talk about things such as A/B testing, Goodhart's Law, and even Bayesian analysis, without requiring math. behavioral economics lessons, biases in VOC subjective data, better use of "observational" data, Goodhart's Law, etc. Also, some basic statistical principles that don't require equations -- such as A/B testing ideas, and sequential Bayes Theorem testing, and what that implies for marketing decisions. Marketing issues related to startups. The "customer development" process is integral to startup planning and involves research to probe customer needs. Readers need a background in issues such as "agile" process thinking, which has come to dominate the rapidly changing, more entrepreneurial companies of today, and is a major part of many companies' marketing efforts, which can be treated as "ventures" to be explored and developed. the "customer development" process is integral to startup planning, and involves research to probe customer needs. CRM tools and platforms. These tools and platforms (like Salesforce and others) need to be capable of helping companies "treat different customers differently," and the only way to do this at scale is to use mass-customization principles to digitize the process. The Big Tech threat to privacy, autonomy, competition, etc. Network-effect monopolies? Income inequality? This may be the "last frontier" of the new one-to-one marketing model. Make money by protecting privacy, not threatening it."-- |
| Assigning source |
Provided by publisher. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer relations |
| General subdivision |
Management. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Consumers' preferences. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Relationship marketing. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Information storage and retrieval systems |
| General subdivision |
Marketing. |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Rogers, Martha, |
| Dates associated with a name |
1952- |
| Relator term |
author. |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY |
|---|
| Relationship information |
Online version: |
| Main entry heading |
Peppers, Don. |
| Title |
Managing customer experience and relationships |
| Edition |
Fourth edition. |
| Place, publisher, and date of publication |
Hoboken, New Jersey : Wiley, [2022] |
| International Standard Book Number |
9781119815358 |
| Record control number |
(DLC) 2022008653 |
| 906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) |
|---|
| a |
7 |
| b |
cbc |
| c |
orignew |
| d |
1 |
| e |
ecip |
| f |
20 |
| g |
y-gencatlg |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Dewey Decimal Classification |
| Koha item type |
Books |
| Edition |
23 |
| Classification part |
658.812 |
| Item part |
P396m |
| Call number prefix |
CIR |
| Call number suffix |
2022 |
| Suppress in OPAC |
No |
