Login

Kotler, Philip

Managing Customer Experience and Relationships: A Strategic Framework

Kotler, Philip - Managing Customer Experience and Relationships: A Strategic Framework, ebook

107,15€

Ebook, ePUB with Adobe DRM
ISBN: 9781119239819
DRM Restrictions

Printing187 pages with an additional page accrued every 4 hours, capped at 187 pages
Copy to clipboard5 excerpts

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 arsenal—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.

Keywords: Managing Customer Experience and Relationships: A Strategic Framework, Don Peppers, Martha Rogers, Peppers and Rogers Group, customer relationship management, CRM framework, CRM model, building customer relationships, CRM training, customer relationship management textbook, CRM guide, essential CRM, principles of CRM, IDIC CRM, CRM case studies, customer loyalty, customer satisfaction, basic CRM, implementing CRM, customer relationship strategy, CRM concepts, customer analytics, CRM technology, CRM handbook, CRM SOP, CRM metrics, Strategic Management

Author(s)
 
 
Publisher
John Wiley and Sons, Inc.
Publication year
2016
Language
en
Edition
3
Page amount
624 pages
Category
Economy
Format
Ebook
eISBN (ePUB)
9781119239819
Printed ISBN
9781119236252

Similar titles