Managing Customer Experience and Relationships

Managing Customer Experience and Relationships

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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 arsenala€”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.Because of their widely used frequent-flyer programs, airlines usually have a fairly good handle on the transactional histories of their most ... But even if a business traveler flies 75, 000 miles a year on an airline, the airline has no way of knowing, from its own ... and perhaps to tap into the data available from distributor partners, such as travel websites or credit card firms. ... 2013, http:// www.usatoday.com/story/money/business/2013/08/12/retailerstracking- customers-returns/2642607/, anbsp;...


Title:Managing Customer Experience and Relationships
Author: Don Peppers, Martha Rogers
Publisher:John Wiley & Sons - 2016-11-14
ISBN-13:

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