Managing Customer Experience and Relationships: A Strategic Framework – Digital Instant Dowload.

Product details:

• ISBN-10 ‏ : ‎ 1119236258
• ISBN-13 ‏ : ‎ 978-1119236252
• Author: Don Peppers

Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you’ll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session.

Table contents:

Part I Principles of Managing Customer Experience and Relationships 1

Chapter 1 Evolution of Relationships with Customers and Strategic Customer Experiences 3

Chapter 2 The Thinking behind Customer Relationships That Leads to Good Experiences 43

Part II IDIC Implementation Process: A Model For Managing Customer Relationships and Improving Customer Experiences 71

Chapter 3 Customer Relationships: Basic Building Blocks of IDIC and Trust 73

Chapter 4 Identifying Customers 119

Chapter 5 Differentiating Customers: Some Customers Are Worth More Than Others 143

Chapter 6 Differentiating Customers by Their Needs 187

Chapter 7 Interacting with Customers: Customer Collaboration Strategy 217

Chapter 8 Customer Insight, Dialogue, and Social Media 253

Chapter 9 Privacy and Customer Feedback 289

Chapter 10 The Payoff of IDIC: Using Mass Customization to BuildLearning Relationships 321

Part III Measuring and Managing To Build Customer Value 355

Chapter 11 Optimizing around the Customer: Measuring the Success of Customer-Based Initiatives and the Customer-Centric Organization 357

Chapter 12 Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise 413

Chapter 13 Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 1 447

Chapter 14 Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 2: Transitioning from Traditional Business to Customer

Chapter 15 Futureproofing the Customer-Centric Organization 553

Name Index 577

Term Index 585

Title tag:

1. Mastering Customer Relationship Management: A Strategic Framework Guide
2. Improving Business Success: Managing Customer Experience and Relationships
3. Strategic Framework for Optimizing Customer Experience and Relationships Management