November 2016
Intermediate to advanced
624 pages
21h 8m
English
book
Managing Customer Experience and Relationships, 3rd Edition
by Don Peppers, Martha Rogers, Philip Kotler
Content preview from Managing Customer Experience and Relationships, 3rd Edition
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Part III Measuring and Managing to Build Customer Value
Customer relationships cannot be installed; they must be adopted. And building customer value requires process, organization, technology, and culture management. It’s a shift in strategy after 100 years dominated by mass marketing. The management of customer experiences as a way to get a greater share of each customer’s business and to build the value of the customer base is a journey, not a destination.
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.