Managing Customer Encounter and Relationships: A Strategic Framework

Managing Customer Experience and Relationships: A Strategic Framework

Product Description
Increase income, margins, and buyer loyalty with more effective CRM method

Managing Client Expertise and Relationships, Third Edition positions the buyer as central to extended-term strategy, and gives vital guidance toward optimizing that connection for the long haul. By gaining a deep understanding of this essential dynamic, you’ll become far better able to develop and manage the customer base that drives revenue and generates greater margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic evaluation to give a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and much more allows you to optimize the connection on both sides of the table. This new third edition involves updated examples, case studies, and references, alongside insightful contributions from global market leaders to give you a effectively-rounded, broadly-applicable knowledge base and a far more powerful CRM method. Ancillary components include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or instruction session.

The elevated reliance on customer partnership management has revealed a sturdy need for knowledgeable practitioners who can deploy powerful initiatives. This book gives a robust foundation in CRM principles and practices, to assist any business achieve larger consumer satisfaction.

  • Recognize the basic principles of the consumer connection
  • Implement the IDIC model to increase CRM ROI
  • Identify essential metrics for CRM evaluation and optimization
  • Increase client loyalty to drive income and increase margins

Sustainable good results comes from the consumer. If your business is to meet overall performance and profitability targets, successful consumer partnership management is the most significant weapon in your arsenal—but it need to be utilized appropriately. Managing Client Knowledge and Relationships, Third Edition supplies the information, sensible framework, and professional insight you require to implement winning CRM technique.

Value: $46.01

  • Wiley