: Engaging in cost-efficient, meaningful dialogue to learn more about customer expectations.
: 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: : Engaging in cost-efficient, meaningful dialogue to learn
: Using data science and "Martech" to drive personalized interactions without requiring advanced mathematical degrees . : Engaging in cost-efficient
The book's central philosophy is "treating different customers differently" to maximize lifetime value and competitive advantage.
: Adapting some aspect of the company's behavior toward a customer based on what was learned during interaction. Key Concepts Covered