Managing Customer Relationships (PDF)

MANAGING CUSTOMER RELATIONSHIPS
A Strategic Framework
Praise for the first edition:

"Peppers and Rogers do a beautiful job of integrating actionableframeworks, the thinking of other leaders in the field, and bestpractices from leading-edge companies.
"--Dr. Hugh J. Watson, C. Herman and Mary Virginia TerryChair of Business Administration, Terry College of Business,University of Georgia
"Peppers and Rogers have been the vanguard for the developingfield of customer relationship management, and in this book, theybring their wealth of experience and knowledge into academic focus.This text successfully centers the development of the field and itstheories and methodologies squarely within the broader context ofenterprise competitive theory. It is a must-have for educators ofcustomer relationship management and anyone who considerscustomer-centric marketing the cornerstone of sound corporatestrategy."
--Dr. Charlotte Mason, Department Head, Director, andProfessor, Department of Marketing and Distribution, Terry Collegeof Business, University of Georgia
"Don and Martha have done it again! The useful concepts and richcase studies revealed in Managing Customer Relationshipsremove any excuse for those of us responsible for actuallydelivering one-to-one customer results. This is the ultimate insidescoop!"
--Roy Barnes, Formerly with Marriott, now President, BlueSpace Consulting
"This is going to become the how-to book on developing acustomer-driven enterprise. The marketplace is so much in need ofthis road map!"
--Mike Henry, Leader for Consumer Insights atAcxiom
Praise for the second edition:

"Every company has customers, and that's why every company needsa reference guide like this. Peppers and Rogers are uniquelyqualified to provide us with the top textbook on the subject, andthe essential tool for the field they helped to create."
--David Reibstein, William Stewart Woodside Professor ofMarketing, The Wharton School, University of Pennsylvania