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Managing Customer Experience and Relationships
A Strategic Framework
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Managing Customer Experience and Relationships
$18299
Unit price
/
Unavailable
Book Hero Magic created this recommendation. While it's new and still learning, it may not be perfect - your feedback is welcome! IS THIS YOUR NEXT READ?
Book Hero Magic formatted this description to make it easier to read. While it's new and
still learning, it may not be perfect - your
feedback is welcome!
Description
Every business on the planet is trying to maximise 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., recognised 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 centre of its business model, and to "treat different customers differently."
This latest edition adds new material including:
- How to manage the mass-customisation principles that drive digital interactions
- How to understand and manage data-driven marketing analytics issues, without having to do the maths
- 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.
Book Hero Magic summarised reviews for this book. While it's new and still learning, it may not be perfect - your feedback is welcome! HOW HAS THIS BEEN REVIEWED?
Managing Customer Experience and Relationships by Don Peppers and Martha Rogers is praised for offering a comprehensive overview of strategies to enhance customer relationships. Reviewers highlight the book's practical insights and detailed frameworks that help businesses create meaningful interactions. It is particularly noted for how effectively it bridges theory and real-world application, making it suitable for both practitioners and academics in the field.
Book Details
INFORMATION
ISBN: 9781119815334
Publisher: John Wiley & Sons Inc
Format: Hardback
Date Published: 13 June 2022
Country: United States
Imprint: John Wiley & Sons Inc
Edition: 4th edition
Audience: Professional and scholarly
DIMENSIONS
Spine width: 43.0mm
Width: 178.0mm
Height: 254.0mm
Weight: 998g
Pages: 512
About the Author
DON PEPPERS is the co-founder of CX Speakers, which offers workshops and consulting on customer experience, customer relationships, marketing technology, corporate culture change, and other issues. He is the co-author, with Martha Rogers, of The One to One Future and 7 other bestselling business books.
MARTHA ROGERS, PHD, is an author, speaker, and consultant. She is the co-founder of CX Speakers, and the founder of Trustability Metrix, designed to help companies understand how they are trusted by customers, employees, and business peers.
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