Managing Customer Experience and Relationships
A Strategic Framework
When Don Peppers and Martha Rogers conceived Managing Customer Experience and Relationships, they were pioneers in the sales, marketing, and customer service field on the cusp of technological advances that would open up a completely new domain of interactivity between businesses and customers. And today, according to research by SatMetrix, Peppers and Rogers are the world's single most influential authorities on customer experience. Now in its third edition, this widely used resource continues to be on the forward edge, showing you how to use the dependable IDIC framework to connect with customers using the latest digital tools. This compreh…
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Produktdetails
Weitere Autoren: Rogers, Martha / Kotler, Philip (Vorb.)
- ISBN: 978-1-119-23982-6
- EAN: 9781119239826
- Produktnummer: 21707337
- Verlag: Wiley
- Sprache: Englisch
- Erscheinungsjahr: 2016
- Seitenangabe: 624 S.
- Plattform: PDF
- Masse: 19'094 KB
- Auflage: 3. Aufl.
Über den Autor
DON PEPPERS is founder emeritus of Peppers & Rogers Group, and LinkedIn's most authoritative Influencer on the topic of customer experience, with more than a quarter million followers. MARTHA ROGERS, PH.D., is founder emerita of Peppers & Rogers Group, and has served as adjunct professor and Director of the Relationship Management Center at Duke University. She now heads Trustability Metrix. Peppers and Rogers have published eight bestselling books together, including Return on Customer, Rules to Break and Laws to Follow, and The One-to-One Future. Their most recent book is the revised and updated paperback edition of Extreme Trust.
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