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Managing Customer Experience and Relationships: A Strategic FrameworkBy Don Peppers, Martha Rogers
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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.
- Sales Rank: #54801 in Books
- Brand: Wiley
- Published on: 2016-11-14
- Original language: English
- Dimensions: 9.30" h x 1.70" w x 7.30" l,
- Binding: Hardcover
- 624 pages
- Wiley
From the Inside Flap
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.
From the Back Cover
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.
About the Author
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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