Managing Customer Experience and Relationships: A Strategic Framework - Hardcover

Über die Autorin bzw. den Autor

DON PEPPERS is founder emeritus of Peppers & Rogers Group, and LinkedIn's most authoritative Influencer on the topic of "customer experience," with more than a quarter million followers.

MARTHA ROGERS, PH.D., is founder emerita of Peppers & Rogers Group, and has served as adjunct professor and Director of the Relationship Management Center at Duke University. She now heads Trustability Metrix.

Peppers and Rogers have published eight bestselling books together, including Return on Customer, Rules to Break and Laws to Follow, and The One-to-One Future. Their most recent book is the revised and updated paperback edition of Extreme Trust.

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The CRM Strategy with High Returns?Revised and Updated for a More-Connected World

Managing Customer Experience and Relationships, Third Edition is the long-standing, cornerstone guidebook to building and managing a customer base that drives revenue and growth by putting the customer at the center of every business decision. Whether you're building a customer relationship management (CRM) process from scratch or trying to enhance your current approach, this ready-to-use blueprint combines theory, case studies, and strategic analysis into a powerful Identify-Differentiate-Interact-Customize (IDIC) framework that businesses all over the world currently use to achieve better customer results. This extensively revised new edition features firsthand advice for a variety of industries, from the top thought leaders in the field, including:

• Brand-new and revised coverage on building customer loyalty through social media
• Innovative ways to enhance the customer experience through mobile devices and the functions they provide
• Expanded material on creating more personalized customer experiences, including journey mapping

Managing Customer Experience and Relationships, Third Edition empowers you with a customer-based financial strategy that ensures customer value is effectively applied to executive decisions.

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When Don Peppers and Martha Rogers conceived Managing Customer Experience and Relationships, they were pioneers in the sales, marketing, and customer service field on the cusp of technological advances that would open up a completely new domain of interactivity between businesses and customers. And today, according to research by SatMetrix, Peppers and Rogers are the world's single most influential authorities on customer experience.

Now in its third edition, this widely used resource continues to be on the forward edge, showing you how to use the dependable IDIC framework to connect with customers using the latest digital tools. This comprehensive guide gives you everything you need to understand who your customers are, how they contribute value to your organization, and how to create value for them. Then it walks you through how to design and implement multi-channel strategies to lock in the long-term, meaningful relationships your business needs for consistent, profitable growth.

This fully updated edition enables you to demystify the complexities of today's 24/7 connected world with dependable guidance on metrics, managing data and customers, and company organization that has proven itself at numerous enterprises globally for more than two decades. Every chapter provides you with in-depth explanations, questions for discussion, enlightening examples from real-world practice, and contributions from the leading experts using these techniques to build customer loyalty into their businesses. Read it cover-to-cover and then keep it on your shelf for everyday reference to:

• Accurately evaluate and optimize customer relationship management and customer experience management with state-of-the-art metrics
• Master the tools of interactivity and customization to be a leader in customer relationships
• Drive profits and boost margins through customer insight, dialogue, and social media

For everyone looking to ignite a one-to-one connection with each and every customer, Managing Customer Experience and Relationships, Third Edition is your comprehensive, all-in-one reference.