Summary:
“Managing Customer Experience and Relationships: A Strategic Framework” presents a comprehensive framework for understanding and managing customer relationships and experiences strategically. In this third edition, authors Don Peppers, Martha Rogers, Ph.D., and Philip Kotler explore the importance of customer-centric strategies in today’s business landscape. The book provides insights into creating meaningful customer experiences, building strong customer relationships, and implementing effective strategies to enhance customer satisfaction and loyalty.
Authors:
Don Peppers:
Don Peppers is one of the authors of “Managing Customer Experience and Relationships: A Strategic Framework.” He is recognized as a thought leader in customer relationship management (CRM) and has authored several influential books on the subject. Peppers is known for his expertise in marketing, customer experience, and business strategy, and he has advised numerous organizations on developing customer-centric approaches.
Martha Rogers, Ph.D.:
Martha Rogers, Ph.D., is another author of the book. She is renowned for her pioneering work in customer relationship management and has co-authored several best-selling books with Don Peppers. Rogers is a sought-after speaker and consultant, specializing in customer experience management, loyalty programs, and data-driven marketing strategies.
Philip Kotler:
Philip Kotler is a distinguished author and scholar in the field of marketing and business management. He is widely regarded as the “Father of Modern Marketing” and has written numerous influential books on marketing principles and strategies. Kotler’s expertise spans various areas of marketing, including customer relationship management, brand management, and strategic marketing planning.
Publisher:
The book is published by Wiley