Managing Customer Experience and Relationships A Strategic Framework.

Detalles Bibliográficos
Autor principal: Peppers, Don
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Newark : John Wiley & Sons, Incorporated, 2016.
Colección:New York Academy of Sciences Ser.
Temas:
Electronic books.
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Intro
  • Managing Customer Experience and Relationships: A Strategic Framework
  • Contents
  • Foreword: The View from Here
  • Preface
  • Acknowledgments
  • About the Authors
  • Part I Principles of Managing Customer Experience and Relationships
  • Chapter 1 Evolution of Relationships with Customers and Strategic Customer Experiences
  • Roots of Customer Relationships and Experience
  • Focusing on Customers Is New to Business Strategy
  • Managing Customer relationships and experience is a Different Dimension of Competition
  • Technology Accelerates-It Is Not the Same as-Building Customer Value
  • What Is a Relationship? Is That Different from Customer Experience?
  • Learning Relationships: The Crux of Managing Customer Relationships
  • The Technology Revolution and the Customer Revolution
  • Customers Have Changed, Too
  • Customer Retention and Enterprise Profitability
  • Summary
  • Food for Thought
  • Glossary
  • Chapter 2 The Thinking Behind Customer Relationships That Leadsto Good Experiences
  • Why Do Companies Work at Being "Customer-Centric"?
  • What Characterizes a relationship?
  • Customer Loyalty: Is It an Attitude? Or a Behavior?
  • Summary
  • Food for Thought
  • Glossary
  • Part II IDIC Implementation Process: A Model for Managing Customer Relationships and Improving Customer Experiences
  • Chapter 3 Customer Relationships: Basic Building Blocks of IDIC and Trust
  • Trust and Relationships Happen in Unison
  • IDIC: Four Implementation Tasks for Creating and Managing Customer Experiences and Relationships
  • How Does trust Characterize a Learning relationship?
  • Becoming More and More Trustable to Customers
  • Do Things Right and Do the Right Thing
  • Be Proactive
  • Relationships Require Information, but Information Comes Only with Trust
  • How Mobile Phone Companies Operate Today
  • How a Trustable Mobile Phone Company Would Operate
  • Summary
  • Food for Thought
  • Glossary
  • Chapter 4 Identifying Customers
  • Individual Information Requires Customer Recognition
  • Step 1: How Much Customer Identifi Cation Does a Company Already Have?
  • Step 2: Get Customers to Identify Themselves, Making Sure to Accurately Identify Customers on Any Channel
  • What Does Identify Mean?
  • Identification Activities
  • Customer Identification in a B2B Setting
  • Customer Identification in a B2C Setting: Unify Omnichannel Marketing Programs
  • Customer Data Revolution
  • What Data Do We Need When We Identify a Customer?
  • Why Is Identification Important?
  • Integrating Data to Identify Customers
  • Summary
  • Food for thought
  • Glossary
  • Chapter 5 Differentiating Customers: Some Customers Are Worth More Than Others
  • Customer Value Is a Future-Oriented Variable
  • Customer Lifetime Value
  • Recognizing the Hidden Potential Value in Customers
  • Growing Share of Customer
  • Different Customers have Different Values
  • Customer Value Categories
  • Managing the Mix of Customers
  • Summary
  • Food for Thought
  • Glossary

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