Relationship Management

Relationship Management
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The Experience-Centric Organization- How to Win Through Customer Experience
In the book The Experience-Centric Organization: How to Win Through Customer Experience, author Simon Clatworthy provides an in-depth guide of the organizational evolution of experience-centric business models.
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Managing Customer Relationships: A Strategic Framework
Edited by Don Peppers and Martha Rogers, this is a textbook-style volume on customer relationship management, collating materials and chapters from leading authorities in the field.
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Managing Customers Through Economic Cycles
Consumers today have a very different attitude from those who grew up in times of economic hardship. Businesses can learn from this to turn crises into opportunities.
Managing the Customer Experience: Turning Customers Into Advocates
The book advocates that creating an intentional, consistent, differentiated and valuable customer experience that is synonymous with your brand is increasingly recognized as a vital driver of corporate performance.
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Managing the Customer Experience: Turning Customers Into Advocates
The book advocates that creating an intentional, consistent, differentiated and valuable customer experience that is synonymous with your brand is increasingly recognized as a vital driver of corporate performance.
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Measuring Customer Satisfaction and Loyalty (Third edition): Survey Design, Use and Statistical Analysis Methods
In this third edition, the author sets out to give a comprehensive model for development and use of customer satisfaction questionnaires. This edition contains additional information about customer loyalty measurement.
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Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System
The authors propose a five-stage process that links a company’s marketing, sales, product development and customer service departments to deliver top-quality products and a system for customer measurement and management.
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The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable, and Positive Experience to Your Customers
The authors provide a comprehensive overview of the customer experience, drawing on previous relevant works and providing a detailed and well-written guidebook for business practitioners interested in the subject.
The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World
In this updated edition, the author builds on the concepts of his 2006 book in more detail and provides more examples of how companies implemented the system.
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The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World
In this updated edition, the author builds on the concepts of his 2006 book in more detail and provides more examples of how companies implemented the system.
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The Shape of Engagement: The Art of Building Enduring Connections With Your Customers, Employees and Communities
Scott Gould uses his diverse expertise and life experience to define engagement providing a framework within the book which describes this process, with both tactical and strategic utility.
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Outside In: The Power of Putting Customers at the Center of Your Business
This book is about customer experience and how to implement it, stressing that customer experience is sustained not just by customer-facing elements but by the entire organization behind the scenes.
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Increasing Customer Loyalty: Expert Advice on Making Your Customers Loyal and Profitable
An anthology of Harvard Business Review articles. The authors of the 9 articles provide a collection of best practices for making your customers loyal, translating this into profitability.