Managing Customer Experience and Relationships

Managing Customer Experience and Relationships
Author: Don Peppers
Publisher: John Wiley & Sons
Total Pages: 517
Release: 2022-04-19
Genre: Business & Economics
ISBN: 1119815347


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Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently." This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.


Managing Customer Experience and Relationships
Language: en
Pages: 517
Authors: Don Peppers
Categories: Business & Economics
Type: BOOK - Published: 2022-04-19 - Publisher: John Wiley & Sons

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Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of
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Categories: Business & Economics
Type: BOOK - Published: 2002 - Publisher: Pearson Education

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You need loyal customers, not just satisfied ones. Managing the Customer Experience: Turn Customers Into Advocatesshows you how to manage your customer experien
Customer Relationship Management
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Pages: 512
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Categories: Business & Economics
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An ETHS graduate of 1962 provides a blueprint for customer relationship management in business and technical organizations.
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The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corpora
Customer Relationship Management
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Categories: Business & Economics
Type: BOOK - Published: 2009 - Publisher: Routledge

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This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually benefici