: Engaging in cost-efficient, meaningful dialogue to learn more about customer expectations.
: Locating and getting to know individual customers in as much detail as possible. Managing Customer Experience and Relationships:...
: Monitoring and ensuring customers achieve their desired outcomes to drive long-term loyalty. : Engaging in cost-efficient, meaningful dialogue to learn
: Adapting some aspect of the company's behavior toward a customer based on what was learned during interaction. Key Concepts Covered : Engaging in cost-efficient
The book's central philosophy is "treating different customers differently" to maximize lifetime value and competitive advantage.
The text is best known for introducing the , a four-step blueprint for managing individual customer relationships: