Back to Search

Managing Customer Experience and Relationships: A Strategic Framework

AUTHOR Peppers, Don; Rogers, Martha
PUBLISHER Wiley (04/26/2022)
PRODUCT TYPE Hardcover (Hardcover)

Description

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.

Show More
Product Format
Product Details
ISBN-13: 9781119815334
ISBN-10: 1119815339
Binding: Hardback or Cased Book (Sewn)
Content Language: English
Edition Number: 0004
More Product Details
Page Count: 512
Carton Quantity: 8
Product Dimensions: 7.34 x 1.61 x 10.26 inches
Weight: 2.21 pound(s)
Feature Codes: Index, Price on Product, Glossary
Country of Origin: US
Subject Information
BISAC Categories
Business & Economics | Decision Making & Problem Solving
Business & Economics | Customer Relations
Dewey Decimal: 658.812
Library of Congress Control Number: 2022008652
Descriptions, Reviews, Etc.
publisher marketing

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.

Show More
List Price $95.95
Your Price  $66.21
Hardcover