"This book discusses the importance of understanding and implementing customer knowledge management and customer relationship management into everyday business workflows and highlighting the changes that the Internet and social media have brought to consumer behavior"--Provided by publisher.

Part 1. Principles of managing customer relationships. Evolution of relationships with customers; Thinking behind customer relationships -- Part 2. "IDIC" implementation process: a model for managing customer relationships. Customer relationships: basic building blocks of IDIC and trust;...