Praise for Managing Customer Relationships A Strategic Framework "Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies." Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia "Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book they bring their wealth of experience and knowledge into academic focus. This text successfully centers the development of the field and its theories and methodologies squarely within the broader context of enterprise competitive theory. It is a must-have for educators of customer relationship management and anyone who considers customer-centric marketing the cornerstone of sound corporate strategy." Dr. Charlotte Mason Associate Professor of Marketing, Kenan-Flagler Business School, University of North Carolina "Don and Martha have done it again! The useful concepts and rich case studies revealed in Managing Customer Relationships remove any excuse for those of us responsible for actually delivering one-to-one customer results. This is the ultimate inside scoop!" Roy Barnes Senior VP of Customer Strategy, Marriott Vacation Club International "Every company that has customers has needed a reference guide like this for a long time. Peppers and Rogers are uniquely qualified to provide this essential tool for the field they helped to create." Jim Ryan CEO, Carlson Marketing Group "This is going to become the how-to book on developing a customer driven enterprise. The marketplace is so much in need of this roadmap!" Mike Henry, President and CEO, Equitec