Managing Customer Experience and Relationships: A Strategic Framework, 4th Edition ($77.00 Value) FREE for a Limited Time

Every business aims to maximize the value generated by its customers.

Discover how to achieve this in the revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework, by Don Peppers and Martha Rogers, Ph.D., renowned experts in customer experience. This book blends theory, case studies, and strategic insights to help companies place their customers at the core of their business models while adopting the principle of “treating different customers differently.”

This latest edition includes:

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• Guidance on managing mass-customization principles in digital interactions.
• Insights into understanding and managing data-driven marketing analytics without needing advanced math skills.
• Strategies for implementing customer success management, a key discipline in software-as-a-service environments.
• Approaches to addressing privacy, autonomy, and competition challenges posed by major tech companies like Facebook, Amazon, and Google.
• Author-designed teaching slides, test banks for each chapter, a comprehensive glossary, and complete indexing.

Managing Customer Experience and Relationships is an essential resource for students, managers, executives, and business leaders in marketing, sales, and customer service for both B2C and B2B contexts.