Managing Customer Experience And Relationships:... -

The book's central philosophy is "treating different customers differently" to maximize lifetime value and competitive advantage.

: Locating and getting to know individual customers in as much detail as possible. Managing Customer Experience and Relationships:...

The text is best known for introducing the , a four-step blueprint for managing individual customer relationships: Managing Customer Experience and Relationships:...

: Adapting some aspect of the company's behavior toward a customer based on what was learned during interaction. Key Concepts Covered Managing Customer Experience and Relationships:...