Managing Customer Experience and Relationships: A Strategic Framework

This fourth edition of Managing Customer Experience and Relationships provides a strategic framework for maximizing customer value and creating a competitive advantage. Written by Don Peppers and Martha Rogers, recognized experts on customer experience, the book combines theory, case studies, and strategic analyses to guide companies in positioning customers at the center of their business model and treating them differently. It includes new material on managing mass customization, data-driven marketing analytics, customer success management, and dealing with the threat of big tech companies. The book is ideal for students, managers, executives, and business leaders in marketing, sales, or customer service.

Format: Hardback
Length: 512 pages
Publication date: 13 June 2022
Publisher: John Wiley & Sons Inc

Every business on the planet is striving to maximize the value that its customers bring to the table. In this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework, renowned experts Don Peppers and Martha Rogers, Ph.D., shed light on the essential strategies and tactics for achieving this goal. Written with a blend of theory, case studies, and strategic analyses, the book serves as a comprehensive guide for companies seeking to elevate their customers to the core of their business model.

The authors, who have been recognized as two of the world's foremost experts in customer experience issues for decades, combine their expertise to offer practical insights and actionable advice. The book delves into various aspects of managing customer experience and relationships, including:

• Understanding the principles of mass customization, which are crucial in the digital age, and how to apply them effectively.
• Navigating the complexities of data-driven marketing analytics, without the need for advanced mathematical skills.
• Implementing and monitoring customer success management, a new discipline that has emerged alongside software-as-a-service businesses.
• Addressing the growing threat to privacy, autonomy, and competition posed by large tech companies such as Facebook, Amazon, and Google.

In addition to the core content, this latest edition of the book includes valuable resources such as teaching slide decks, author-written test banks for all chapters, a comprehensive glossary for the field, and full indexing. Whether you are a student, manager, executive, or other business leader, Managing Customer Experience and Relationships is an indispensable resource for marketing, sales, or customer service professionals operating in both the B2C and B2B sectors. By leveraging the insights and strategies outlined in this book, you can elevate your customer experience and foster long-lasting relationships that drive business growth and success.

Weight: 1020g
Dimension: 187 x 261 x 45 (mm)
ISBN-13: 9781119815334
Edition number: 4th Edition