Managing Customer Experience and Relationships

The CRM Strategy with High Returns-Revised and Updated for a More-Connected WorldManaging Customer Experience and Relationships, Third Edition is the long-standing, cornerstone guidebook to building and managing a customer base that drives revenue and growth by putting the customer at the center of every business decision. Whether you're building a customer relationship management (CRM) process from scratch or trying to enhance your current approach, this ready-to-use blueprint combines theory, case studies, and strategic analysis into a powerful Identify-Differentiate-Interact-Customize (IDIC) framework that businesses all over the world currently use to achieve better customer results. This extensively revised new edition features firsthand advice for a variety of industries, from the top thought leaders in the field, including:* Brand-new and revised coverage on building customer loyalty through social media* Innovative ways to enhance the customer experience through mobile devices and the functions they provide* Expanded material on creating more personalized customer experiences, including journey mappingManaging Customer Experience and Relationships, Third Edition empowers you with a customer-based financial strategy that ensures customer value is effectively applied to executive decisions.