{"product_id":"9781119815334","title":"Managing Customer Experience and Relationships A Strategic Framework","description":"\u003ch1\u003eManaging Customer Experience and Relationships\u003c\/h1\u003e\u003ch2\u003eA Strategic Framework\u003c\/h2\u003e\u003ch3\u003eDon Peppers | Martha Rogers\u003c\/h3\u003e\u003cdiv\u003e\u003cb\u003eBusiness \u0026amp; Economics \/ Logistics \u0026amp; Supply Chain\u003c\/b\u003e\u003c\/div\u003e\u003cbr\u003e\u003cdiv\u003e\n\u003cp\u003e\u003cb\u003eEvery business on the planet is trying to maximize the value created by its customers\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eLearn how to do it, step by step, in this newly revised Fourth Edition of \u003ci\u003eManaging Customer Experience and Relationships: A Strategic Framework.\u003c\/i\u003e 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.\"\u003c\/p\u003e \u003cp\u003eThis latest edition adds new material including:\u003c\/p\u003e \u003cul\u003e \u003cli\u003eHow to manage the mass-customization principles that drive digital interactions\u003c\/li\u003e \u003cli\u003eHow to understand and manage data-driven marketing analytics issues, without having to do the math\u003c\/li\u003e \u003cli\u003eHow to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses\u003c\/li\u003e \u003cli\u003eHow to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google\u003c\/li\u003e \u003cli\u003eTeaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eIdeal not just for students, but for managers, executives, and other business leaders, \u003ci\u003eManaging Customer Experience and Relationships\u003c\/i\u003e should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.\u003c\/p\u003e\n\u003c\/div\u003e\u003cdiv\u003e \u003cp\u003e\u003cb\u003eDON PEPPERS\u003c\/b\u003e is the co-founder of CX Speakers, which offers workshops and consulting on customer experience, customer relationships, marketing technology, corporate culture change, and other issues. He is the co-author, with Martha Rogers, of \u003ci\u003eThe One to One Future\u003c\/i\u003e and 7 other bestselling business books.\u003c\/p\u003e \u003cp\u003e\u003cb\u003eMARTHA ROGERS, P\u003csmall\u003eH\u003c\/small\u003eD, \u003c\/b\u003eis an author, speaker, and consultant. She is the co-founder of CX Speakers, and the founder of Trustability Metrix, designed to help companies understand how they are trusted by customers, employees, and business peers. \u003c\/p\u003e\n\u003c\/div\u003e\u003cbr\u003e\u003ctable\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublication Date: \u003c\/td\u003e\n\u003ctd\u003e26 April 2022\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublisher: \u003c\/td\u003e\n\u003ctd\u003eWiley\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eImprint: \u003c\/td\u003e\n\u003ctd\u003eWiley\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eISBN-13: \u003c\/td\u003e\n\u003ctd\u003e9781119815334\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eFormat: \u003c\/td\u003e\n\u003ctd\u003eHardback\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePage Count: \u003c\/td\u003e\n\u003ctd\u003e512\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eWeight (oz): \u003c\/td\u003e\n\u003ctd\u003e32.8\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003c\/table\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":44384126075020,"sku":"9781119815334","price":90.86,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0710\/9545\/1788\/files\/9781119815334.jpg?v=1781090386","url":"https:\/\/fh90cf-fv.myshopify.com\/products\/9781119815334","provider":"Late Knight Books and Services, LLC","version":"1.0","type":"link"}