![]() ![]() Francis Buttle and Stan Maklan are brilliant researchers, teachers and experienced practitioners in the CRM/Customer Experience domain and I urge you to take time to read and implement this exciting, state-of-the-art book on this topic. Johnson Distinguished Professor of International Marketing, Kellogg School of Management, Northwestern University, USA “The expression ‘Customer Experience’ is reverberating around boardrooms and Directors are desperate for robust, proven processes to be embedded in their organisations. The wealth of information and insight is astonishing.” Professor Philip Kotler, S. This book belongs on the desk of every company that is serious about CRM. Can’t think of a better guide to increasing your performance and profits. “Completely updated, this remains absolutely the best exposition of customer relationship management. Phase 3: needs specification and partner selection Three ways to generate analytical insightĪrtificial intelligence (AI), machine learning (ML) and deep learning (DL) How CRM software applications influence customer experienceġ1 Developing and managing customerrelated databasesĪnalytics throughout the customer journeyĪnalytics for structured and unstructured data What distinguishes customer experience management from customer relationship management? The seven core customer management strategies Strategies for terminating customer relationshipsĪdditional customer portfolio management tools Key performance indicators of customer retention programs Operational CRM tools that help customer acquisitionĤ Managing the customer journey: customer retention and development Key performance indicators of customer acquisition programs ![]() When do customers NOT want relationships with suppliers?Ĭustomer satisfaction, loyalty and business performanceģ Managing the customer journey: customer acquisition When do customers want relationships with suppliers? When do companies NOT want relationships with customers? When do companies want relationships with customers? The notforprofit context – the “third sector” Section A Understanding customer relationships ![]()
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