Managing Customer Experience and Relationships

The CRM Strategy with High Returns-Revised and Updated for a More-Connected World Managing 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 mapping Managing Customer Experience and Relationships, Third Edition empowers you with a customer-based financial strategy that ensures customer value is effectively applied to executive decisions.