Sale!

Test Bank for Managing Customer Experience and Relationships 3/E Peppers

$50.00

Test Bank for Managing Customer Experience and Relationships, 3rd Edition, Don Peppers, Martha Rogers, Philip Kotler (Foreword by), ISBN: 1119236258, ISBN: 9781119236252 – Download Test Bank Instantly

DOWNLOAD SAMPLE

Description

Test Bank for Managing Customer Experience and Relationships 3rd Edition Peppers

Test Bank for Managing Customer Experience and Relationships, 3rd Edition, Don Peppers, Martha Rogers, Philip Kotler (Foreword by), ISBN: 1119236258, ISBN: 9781119236252

Table of Contents

PART I PRINCIPLES OF MANAGING CUSTOMER EXPERIENCE AND RELATIONSHIPS 1
CHAPTER 1 Evolution of Relationships with Customers and Strategic Customer Experiences 3
CHAPTER 2 The Thinking behind Customer Relationships That Leads to Good Experiences 43

PART II IDIC IMPLEMENTATION PROCESS: A MODEL FOR MANAGING CUSTOMER RELATIONSHIPS AND IMPROVING CUSTOMER EXPERIENCES 71
CHAPTER 3 Customer Relationships: Basic Building Blocks of IDIC and Trust 73
CHAPTER 4 Identifying Customers 119
CHAPTER 5 Differentiating Customers: Some Customers Are Worth More Than Others 143
CHAPTER 6 Differentiating Customers by Their Needs 187
CHAPTER 7 Interacting with Customers: Customer Collaboration Strategy 217
CHAPTER 8 Customer Insight, Dialogue, and Social Media 253
CHAPTER 9 Privacy and Customer Feedback 289
CHAPTER 10 The Payoff of IDIC: Using Mass Customization to Build Learning Relationships 321

PART III MEASURING AND MANAGING TO BUILD CUSTOMER VALUE 355
CHAPTER 11 Optimizing around the Customer: Measuring the Success of Customer-Based Initiatives and the Customer-Centric Organization 357
CHAPTER 12 Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise 413
CHAPTER 13 Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 1 447
CHAPTER 14 Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 2: Transitioning from Traditional Business to Customer Centricity 513
CHAPTER 15 Futureproofing the Customer-Centric Organization 553

Reviews

There are no reviews yet.

Be the first to review “Test Bank for Managing Customer Experience and Relationships 3/E Peppers”

Your email address will not be published. Required fields are marked *