TY  - BOOK
AU  - Peppers,Don
AU  - Rogers,Martha
TI  - Managing customer experience and relationships: a strategic framework 
SN  - 9781119236252 (hbk.)
AV  - HF5415.5 .P47 2017
PY  - 2017///
CY  - Hoboken, N.J.
PB  - Wiley
KW  - Customer relations
KW  - Management
KW  - Consumers' preferences
KW  - Relationship marketing
KW  - Information storage and retrieval systems
KW  - Marketing
N1  - 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
ER  -