Description
Test Bank for Managing Customer Experience and Relationships: A Strategic Framework 3rd Edition Peppers
Test Bank for Managing Customer Experience and Relationships: A Strategic Framework, 3rd Edition, Don Peppers, Martha Rogers, Philip Kotler (Foreword by), ISBN: 1119236258, ISBN: 9781119236252
Table of Contents
PART I PRINCIPLES OF MANAGING CUSTOMER EXPERIENCE AND RELATIONSHIPS 1
CHAPTER 1 Evolution of Relationships with Customers and Strategic Customer Experiences 3
CHAPTER 2 The Thinking behind Customer Relationships That Leads to Good Experiences 43
PART II IDIC IMPLEMENTATION PROCESS: A MODEL FOR MANAGING CUSTOMER RELATIONSHIPS AND IMPROVING CUSTOMER EXPERIENCES 71
CHAPTER 3 Customer Relationships: Basic Building Blocks of IDIC and Trust 73
CHAPTER 4 Identifying Customers 119
CHAPTER 5 Differentiating Customers: Some Customers Are Worth More Than Others 143
CHAPTER 6 Differentiating Customers by Their Needs 187
CHAPTER 7 Interacting with Customers: Customer Collaboration Strategy 217
CHAPTER 8 Customer Insight, Dialogue, and Social Media 253
CHAPTER 9 Privacy and Customer Feedback 289
CHAPTER 10 The Payoff of IDIC: Using Mass Customization to Build Learning Relationships 321
PART III MEASURING AND MANAGING TO BUILD CUSTOMER VALUE 355
CHAPTER 11 Optimizing around the Customer: Measuring the Success of Customer-Based Initiatives and the Customer-Centric Organization 357
CHAPTER 12 Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise 413
CHAPTER 13 Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 1 447
CHAPTER 14 Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 2: Transitioning from Traditional Business to Customer Centricity 513
CHAPTER 15 Futureproofing the Customer-Centric Organization 553
