{"product_id":"managing-customer-experience-and-relationships-a-strategic-framework-9781119815334","title":"Managing Customer Experience and Relationships: A Strategic Framework","description":"\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\u003cbr\u003e\u003cbr\u003e\u003cb\u003eBinding Type:\u003c\/b\u003e Hardcover\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Wiley\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 04\/26\/2022\u003cbr\u003e\u003cb\u003eISBN:\u003c\/b\u003e 9781119815334\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 512\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 2.21lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 10.26h x 7.34w x 1.61d","brand":"Martha Rogers, Don Peppers","offers":[{"title":"Default Title","offer_id":42114492858549,"sku":"9781119815334","price":62.9,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0473\/0804\/6492\/products\/img_6eda7784-7b4a-4cff-8c51-631dfbc82a80.jpg?v=1652151293","url":"https:\/\/pastforward.org\/products\/managing-customer-experience-and-relationships-a-strategic-framework-9781119815334","provider":"Past Forward","version":"1.0","type":"link"}