Managing Customer Experience and Relationships

<p><b>Every business on the planet is trying to maximize the value created by its customers&nbsp;&nbsp;</b></p> <p>Learn how to do it, step by step, in this newly revised Fourth Edition of <i>Managing Customer Experience and Relationships: A Strategic Framework.</i> Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world&rsquo;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 &ldquo;treat different customers differently.&rdquo;&nbsp;&nbsp;</p> <p>This latest edition adds new material including:&nbsp;&nbsp;</p> <ul> <li>How to manage the mass-customization principles that drive digital interactions&nbsp;</li> <li>How to understand and manage data-driven marketing analytics issues, without having to do the math&nbsp;</li> <li>How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses&nbsp;&nbsp;</li> <li>How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google&nbsp;</li> <li>Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing&nbsp;&nbsp;</li> </ul> <p>Ideal not just for students, but for managers, executives, and other business leaders, <i>Managing Customer Experience and Relationships</i> should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.&nbsp;</p>