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Managing Customer Experience and Relationships

2022-04-19 Business & Economics
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Release : 2022-04-19
Genre : Business & Economics
Kind : eBook
Book Rating : 347/5 ( reviews)

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Book Synopsis Managing Customer Experience and Relationships by : Don Peppers

Download or read book Managing Customer Experience and Relationships written by Don Peppers. This book was released on 2022-04-19. Available in PDF, EPUB and Kindle. Book excerpt: 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 Relationships

2010-12-30 Business & Economics
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Release : 2010-12-30
Genre : Business & Economics
Kind : eBook
Book Rating : 187/5 ( reviews)

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Book Synopsis Managing Customer Relationships by : Don Peppers

Download or read book Managing Customer Relationships written by Don Peppers. This book was released on 2010-12-30. Available in PDF, EPUB and Kindle. Book excerpt: MANAGING CUSTOMER RELATIONSHIPS A Strategic Framework Praise for the first edition: "Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies. "—Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia "Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book, they bring their wealth of experience and knowledge into academic focus. This text successfully centers the development of the field and its theories and methodologies squarely within the broader context of enterprise competitive theory. It is a must-have for educators of customer relationship management and anyone who considers customer-centric marketing the cornerstone of sound corporate strategy." —Dr. Charlotte Mason, Department Head, Director, and Professor, Department of Marketing and Distribution, Terry College of Business, University of Georgia "Don and Martha have done it again! The useful concepts and rich case studies revealed in Managing Customer Relationships remove any excuse for those of us responsible for actually delivering one-to-one customer results. This is the ultimate inside scoop!" —Roy Barnes, Formerly with Marriott, now President, Blue Space Consulting "This is going to become the how-to book on developing a customer-driven enterprise. The marketplace is so much in need of this road map!" —Mike Henry, Leader for Consumer Insights at Acxiom Praise for the second edition: "Every company has customers, and that's why every company needs a reference guide like this. Peppers and Rogers are uniquely qualified to provide us with the top textbook on the subject, and the essential tool for the field they helped to create." —David Reibstein, William Stewart Woodside Professor of Marketing, The Wharton School, University of Pennsylvania

Managing Customer Experience and Relationships

2022-04-26 Business & Economics
Download Managing Customer Experience and Relationships PDF Online Free

Author :
Release : 2022-04-26
Genre : Business & Economics
Kind : eBook
Book Rating : 339/5 ( reviews)

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Book Synopsis Managing Customer Experience and Relationships by : Don Peppers

Download or read book Managing Customer Experience and Relationships written by Don Peppers. This book was released on 2022-04-26. Available in PDF, EPUB and Kindle. Book excerpt: 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 the Customer Experience

2002 Business & Economics
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Author :
Release : 2002
Genre : Business & Economics
Kind : eBook
Book Rating : 955/5 ( reviews)

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Book Synopsis Managing the Customer Experience by : Shaun Smith

Download or read book Managing the Customer Experience written by Shaun Smith. This book was released on 2002. Available in PDF, EPUB and Kindle. Book excerpt: You need loyal customers, not just satisfied ones. Managing the Customer Experience: Turn Customers Into Advocatesshows you how to manage your customer experience and reap the rewards.

Customer Relationship Management

2003 Business & Economics
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Release : 2003
Genre : Business & Economics
Kind : eBook
Book Rating : 118/5 ( reviews)

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Book Synopsis Customer Relationship Management by : Judith W. Kincaid

Download or read book Customer Relationship Management written by Judith W. Kincaid. This book was released on 2003. Available in PDF, EPUB and Kindle. Book excerpt: An ETHS graduate of 1962 provides a blueprint for customer relationship management in business and technical organizations.

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