Coverart for item
The Resource Managing the new customer relationship : strategies to engage the social customer and build lasting value, Ian H. Gordon

Managing the new customer relationship : strategies to engage the social customer and build lasting value, Ian H. Gordon

Label
Managing the new customer relationship : strategies to engage the social customer and build lasting value
Title
Managing the new customer relationship
Title remainder
strategies to engage the social customer and build lasting value
Statement of responsibility
Ian H. Gordon
Creator
Subject
Genre
Language
eng
Summary
Praise for MANAGING THE NEW CUSTOMER RELATIONSHIP "Gordon delivers an impressive synthesis of the newest methods for engaging customers in relationships that last. No organization today can succeed without the mastery of customer relationship management strategy fundamentals. But to win in the decades ahead, you must also understand and capitalize on the rapidly evolving social computing, mobility and customer analytics technologies described in this book. Checklists, self-assessments and graphical frameworks deliver pragmatic value for the practicing manager." ' William Band, Vice-President, Principal Analyst, Forrester Research Inc., Cambridge, MA
Member of
Cataloging source
E7B
http://library.link/vocab/creatorDate
1952 June 19-
http://library.link/vocab/creatorName
Gordon, Ian
Dewey number
658.8/12
Illustrations
illustrations
Index
index present
LC call number
HF5415.55
LC item number
.G67 2013eb
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
http://library.link/vocab/subjectName
  • Relationship marketing
  • Customer relations
  • Social media
  • BUSINESS & ECONOMICS
  • Customer relations
  • Relationship marketing
Label
Managing the new customer relationship : strategies to engage the social customer and build lasting value, Ian H. Gordon
Instantiates
Publication
Bibliography note
Includes bibliographical references and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
  • Managing the New Customer Relationship: Strategies to Engage the Social Customer and Build Lasting Value; Contents; Acknowledgments; Introduction; Chapter One: Managing the New Customer-and the New Customer Relationship; Relationships Matter; The Old Rules of Marketing Don't Work; Technology Has Changed Everything; The Truth Is Visible; Marketplaces Are Social; Marketing Is Sociology; One-Through-One Is More Important Than One-To-One; Defining the New Customer Relationship; Implications for Managing the New Customer Relationship; Chapter Two: Strategies for Better Customer Relationships
  • A Strategic Context for Relationship ManagementRelationship Management Capabilities; Culture and Values; Leadership; People; Technology; Customer analytics, Knowledge and Insight; Process; The Cultural Imperative; Beyond Culture: The Strategic Enablers; Relationship-Based Strategy; Structure; Relationships and the Relationship Manager; Relationship Managers and Mega-Processes; Chapter Three: Planning Relationships with Existing Customers; What's In a Relationship Management Plan?; Customer Selection; Customer Database; Cost-to-Serve; Customer Profitability; Share of Customer
  • Customer Strategic ValueCustomer Alignment; Relationship Objectives; Categorizing Relationship Objectives; Behavioral Clusters; Engagement; Learning Relationships; Technology for Disintermediation of Communications; Intelligent Engagement; Customer "Stickiness"; Multichannel Integration; Touch Maps; Customer-Specific Positioning; Value; Customer Sensing; Customer Understanding; Interpretation; Response; Customer-Specific Value; Innovation; Collaborative Innovation; Multiple Levels of Engagement; Relevant Technologies; Competing on Scope; Teaching; Sharing; Unbundling; Fair Sharing of Value
  • Chapter Four: One-Through-One: Engaging Social CustomersThe "Peoplescape" of Social Media; The Company is No Longer Center Stage; The Customer is Speaking; Listen; Social Media Taxonomy; Social Media Objectives; Social Media Planning; Setting Objectives; Current State Analysis; Future State Analysis; Transitioning; Individual Customer Engagement; Customer-Specific Communications Objectives; Persuading Individuals; Encouraging Communications Pass-Through; Chapter Five: B2B Relationships; Consumer and Business-to-Business Relationships; Goods and Services; Market Structure
  • Distribution ChannelsPurchase Decision-making; Decision-making Unit, Criteria and Process; Buyer-Seller Relationship; Reciprocity; Mutual Value Creation; One-Way "Relationships"; Managing the B2B Relationship; B2B, Social Media and Product Lifecycles; Social Media in the Introductory Phase; Social Media in Growth and Maturity Phases; B2B Social Media Communications; Social Media and Planning; Social Media and the Communications Mix; Processes and Customer Analytics Considerations; Social, Internal to the Enterprise; Chapter Six: Relationships with Mobile Customers
Control code
841170436
Dimensions
unknown
Extent
1 online resource (xxi, 327 pages)
Form of item
online
Isbn
9781118255902
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other control number
9781118255858
Other physical details
illustrations
http://library.link/vocab/ext/overdrive/overdriveId
e4f18b3c-622c-4838-9b74-b486afe8c411
Publisher number
EB00063215
Specific material designation
remote
System control number
(OCoLC)841170436
Label
Managing the new customer relationship : strategies to engage the social customer and build lasting value, Ian H. Gordon
Publication
Bibliography note
Includes bibliographical references and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
  • Managing the New Customer Relationship: Strategies to Engage the Social Customer and Build Lasting Value; Contents; Acknowledgments; Introduction; Chapter One: Managing the New Customer-and the New Customer Relationship; Relationships Matter; The Old Rules of Marketing Don't Work; Technology Has Changed Everything; The Truth Is Visible; Marketplaces Are Social; Marketing Is Sociology; One-Through-One Is More Important Than One-To-One; Defining the New Customer Relationship; Implications for Managing the New Customer Relationship; Chapter Two: Strategies for Better Customer Relationships
  • A Strategic Context for Relationship ManagementRelationship Management Capabilities; Culture and Values; Leadership; People; Technology; Customer analytics, Knowledge and Insight; Process; The Cultural Imperative; Beyond Culture: The Strategic Enablers; Relationship-Based Strategy; Structure; Relationships and the Relationship Manager; Relationship Managers and Mega-Processes; Chapter Three: Planning Relationships with Existing Customers; What's In a Relationship Management Plan?; Customer Selection; Customer Database; Cost-to-Serve; Customer Profitability; Share of Customer
  • Customer Strategic ValueCustomer Alignment; Relationship Objectives; Categorizing Relationship Objectives; Behavioral Clusters; Engagement; Learning Relationships; Technology for Disintermediation of Communications; Intelligent Engagement; Customer "Stickiness"; Multichannel Integration; Touch Maps; Customer-Specific Positioning; Value; Customer Sensing; Customer Understanding; Interpretation; Response; Customer-Specific Value; Innovation; Collaborative Innovation; Multiple Levels of Engagement; Relevant Technologies; Competing on Scope; Teaching; Sharing; Unbundling; Fair Sharing of Value
  • Chapter Four: One-Through-One: Engaging Social CustomersThe "Peoplescape" of Social Media; The Company is No Longer Center Stage; The Customer is Speaking; Listen; Social Media Taxonomy; Social Media Objectives; Social Media Planning; Setting Objectives; Current State Analysis; Future State Analysis; Transitioning; Individual Customer Engagement; Customer-Specific Communications Objectives; Persuading Individuals; Encouraging Communications Pass-Through; Chapter Five: B2B Relationships; Consumer and Business-to-Business Relationships; Goods and Services; Market Structure
  • Distribution ChannelsPurchase Decision-making; Decision-making Unit, Criteria and Process; Buyer-Seller Relationship; Reciprocity; Mutual Value Creation; One-Way "Relationships"; Managing the B2B Relationship; B2B, Social Media and Product Lifecycles; Social Media in the Introductory Phase; Social Media in Growth and Maturity Phases; B2B Social Media Communications; Social Media and Planning; Social Media and the Communications Mix; Processes and Customer Analytics Considerations; Social, Internal to the Enterprise; Chapter Six: Relationships with Mobile Customers
Control code
841170436
Dimensions
unknown
Extent
1 online resource (xxi, 327 pages)
Form of item
online
Isbn
9781118255902
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other control number
9781118255858
Other physical details
illustrations
http://library.link/vocab/ext/overdrive/overdriveId
e4f18b3c-622c-4838-9b74-b486afe8c411
Publisher number
EB00063215
Specific material designation
remote
System control number
(OCoLC)841170436

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