Managing Customer Experience and Relationships: A Strategic Framework

$36.00

Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world�s leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to �treat different customers differently.�This latest edition adds new material including:How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.Managing Customer Experience and Relationships: A Strategic Framework 4th Edition is written by Don Peppers; Martha Rogers and published by John Wiley & Sons P&T. ISBNs for Managing Customer Experience and Relationships are 9781119815341, 1119815347 and the print ISBNs are 9781119815334, 1119815339.

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FedEx
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The choice of carrier is determined by factors such as destination, weight, and delivery timeframe to provide optimal service.

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Free shipping is provided for all orders over $199.
Orders under $199 will incur a flat-rate shipping fee of $7.99.
All orders shipped within the United States will be subject to a sales tax charge of 5%.

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Eligibility for Returns and Exchanges

We accept returns and exchanges within 30 days from the date your order is delivered. Items must be unused, in the original condition, and accompanied by the original packaging and receipt or proof of purchase.

How to Return or Exchange an Item

To initiate a return or exchange, please follow these steps:

Contact our customer support at contact@zetlly.com with your order number and reason for return or exchange.
Our team will respond within 24 hours to provide detailed instructions, including the specific Return Address for your shipment.
Package your item securely and include all original packaging and proof of purchase.

Return shipments should be sent to: Blanq LLC 1201 South Hope Street Apt 2413, Los Angeles, CA 90015, USA

Return Conditions

Items must be returned in their original condition, unworn, undamaged, and complete with all original packaging and documentation.
Items returned without prior authorization or not meeting the above conditions may not qualify for a refund or exchange.

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Customers are responsible for return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping service to ensure your return reaches us safely.

Non-Returnable Items

The following items cannot be returned:

Digital products (e-books or downloadable content)
Personalized or customized items
Gift cards

Accepted Payment Methods

Zetlly accepts the following secure and widely trusted payment options:

PayPal: Easily pay through your PayPal account, benefiting from secure transactions and buyer protection.
Stripe: Pay securely using major credit and debit cards including Visa, MasterCard, American Express, and Discover via Stripe’s encrypted payment gateway.

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At Zetlly, your security is our utmost priority. We utilize advanced encryption technologies and robust security protocols provided by PayPal and Stripe. All payment information entered on our site is encrypted using Secure Socket Layer (SSL) technology, ensuring your financial information remains private and secure throughout the transaction process.

Zetlly does not store any credit card or sensitive financial information directly on our servers, further enhancing the security and protection of your personal data.

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Upon placing an order, your chosen payment method (PayPal or Stripe) will immediately process the transaction. You will receive an automated confirmation email shortly after your payment has been successfully completed, detailing your transaction and order summary.

Please retain this confirmation email for your records and reference in case of any inquiries or disputes.

Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world�s leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to �treat different customers differently.�This latest edition adds new material including:How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.Managing Customer Experience and Relationships: A Strategic Framework 4th Edition is written by Don Peppers; Martha Rogers and published by John Wiley & Sons P&T. ISBNs for Managing Customer Experience and Relationships are 9781119815341, 1119815347 and the print ISBNs are 9781119815334, 1119815339.

Managing Customer Experience and Relationships: A Strategic Framework

$37.22

Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, Power Points, chapter questions, and a test bank, facilitating use in any classroom or training session.The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction.Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROIIdentify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal-but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.Managing Customer Experience and Relationships: A Strategic Framework 3rd Edition by Don Peppers; Martha Rogers; Philip Kotler and Publisher John Wiley & Sons P&T. ISBN: 9781119239819, 1119239818. The print version of this textbook is ISBN: 9781119236252, 1119236258.

Order Processing Time

Shipping Methods and Carriers

Zetlly partners exclusively with reputable shipping carriers to ensure timely delivery of your orders. We utilize:

FedEx
UPS
USPS

The choice of carrier is determined by factors such as destination, weight, and delivery timeframe to provide optimal service.

Shipping Rates and Fees

Free shipping is provided for all orders over $199.
Orders under $199 will incur a flat-rate shipping fee of $7.99.
All orders shipped within the United States will be subject to a sales tax charge of 5%.

Estimated Delivery Time

Shipping Restrictions

Tracking Your Order

Please allow up to 48 hours for tracking information to update in the carrier’s system.

Eligibility for Returns and Exchanges

How to Return or Exchange an Item

To initiate a return or exchange, please follow these steps:

Contact our customer support at contact@zetlly.com with your order number and reason for return or exchange.
Our team will respond within 24 hours to provide detailed instructions, including the specific Return Address for your shipment.
Package your item securely and include all original packaging and proof of purchase.

Return shipments should be sent to: Blanq LLC 1201 South Hope Street Apt 2413, Los Angeles, CA 90015, USA

Return Conditions

Items must be returned in their original condition, unworn, undamaged, and complete with all original packaging and documentation.
Items returned without prior authorization or not meeting the above conditions may not qualify for a refund or exchange.

Return Shipping Costs

Non-Returnable Items

The following items cannot be returned:

Digital products (e-books or downloadable content)
Personalized or customized items
Gift cards

Accepted Payment Methods

Zetlly accepts the following secure and widely trusted payment options:

PayPal: Easily pay through your PayPal account, benefiting from secure transactions and buyer protection.
Stripe: Pay securely using major credit and debit cards including Visa, MasterCard, American Express, and Discover via Stripe’s encrypted payment gateway.

Payment Security

Zetlly does not store any credit card or sensitive financial information directly on our servers, further enhancing the security and protection of your personal data.

Payment Process and Confirmation

Please retain this confirmation email for your records and reference in case of any inquiries or disputes.

By gaining a deep understanding of this critical dynamic, you’ll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, Power Points, chapter questions, and a test bank, facilitating use in any classroom or training session.The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction.Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROIIdentify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal-but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.Managing Customer Experience and Relationships: A Strategic Framework 3rd Edition by Don Peppers; Martha Rogers; Philip Kotler and Publisher John Wiley & Sons P&T. ISBN: 9781119239819, 1119239818. The print version of this textbook is ISBN: 9781119236252, 1119236258.