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Managing Customer Experience and Relationships
- A Strategic Framework
Engelsk Hardback
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Managing Customer Experience and Relationships
- A Strategic Framework
Engelsk Hardback

946 kr
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6 - 8 hverdage

Om denne bog
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 interactionsHow to understand and manage data-driven marketing analytics issues, without having to do the mathHow to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businessesHow to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and GoogleTeaching 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.
Product detaljer
Sprog:
Engelsk
Sider:
512
ISBN-13:
9781119815334
Indbinding:
Hardback
Udgave:
4
ISBN-10:
1119815339
Kategori:
Udg. Dato:
13 jun 2022
Længde:
45mm
Bredde:
261mm
Højde:
187mm
Forlag:
John Wiley & Sons Inc
Oplagsdato:
13 jun 2022
Forfatter(e):
Kategori sammenhænge