Managing Customer Experience and Relationships: A Strategic Framework eBook

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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.

This is a digital product.

Managing Customer Experience and Relationships: A Strategic Framework 4th Edition is written by Don Peppers; Martha Rogers and published by John Wiley & Sons P&T. The Digital and eTextbook ISBNs for Managing Customer Experience and Relationships are 9781119815341, 1119815347 and the print ISBNs are 9781119815334, 1119815339.