Managing customer experience and relationships : a strategic framework [printed text] / Don Peppers, Author ; Martha Rogers, Author  . -  3rd . - Hoboken, N.J. : Wiley, 2017 . - xxiv, 600 : ill. (b & w) ; 36mm.
ISBN : 978-1-119-23625-2 : €96.69
Boost profits, margins, and customer loyalty with more effective CRM strategy

Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session.

The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction.

Understand the fundamental principles of the customer relationship
Implement the IDIC model to improve CRM ROI
Identify essential metrics for CRM evaluation and optimization
Increase customer loyalty to drive profits and boost margins
Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal-but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.

Class number:

658.812

Contents note:

Part I: Principles of managing customer experience and relationships Chapter 1: Evolution of relationships with customers and strategic customer experiences Chapter 2: The thinging behind customer relationships that leads to good experiences Part II: IDIC implementation process: a model for managing customer relationships and improving customer experiences Chapter 3: Customer relationships: basic building blocks of IDIC and trust Chapter 4: Identifying customers Chapter 5: Differentiating customers: some customers are worth more than others Chapter 6: Differentiating customers by their needs Chapter 7: Interacting with customers: customers collaboration strategy Chapter 8: Customer insight, dialogue, and social media Chapter 9: Privacy and customer feedback Chapter 10: The payoff of IDIC: using mass customization to build learning relationships Part III: Measuring and managing to build customer value Chapter 11: Optimizing around the customer: measuring the success of customer-based initiatives and the customer-centric organisation Chapter 12: Using customer analytics to build the success of the customer-strategy enterprise Chapter 13: Organizing and managing the profitable customer-strategy enterprise, part 1 Chapter 14: Organizing and managing the profitable customer-strategy enterprise, part 2: transitioning from traditional business to customer centricity Chapter 15: Futureproofing the customer-centric organisation