The book's central philosophy is "treating different customers differently" to maximize lifetime value and competitive advantage.
: Locating and getting to know individual customers in as much detail as possible. Managing Customer Experience and Relationships:...
: Using data science and "Martech" to drive personalized interactions without requiring advanced mathematical degrees . Managing Customer Experience and Relationships:...
: Distinguishing customers based on their value to the company and their unique needs . Managing Customer Experience and Relationships:...
: Moving beyond basic trust to proactively acting in the customer's best interest, which is essential in an era of increased data transparency .
: Interactions where the customer and company both learn, making it harder for the customer to switch to a competitor because the current firm knows them so well.
The book's central philosophy is "treating different customers differently" to maximize lifetime value and competitive advantage.
: Locating and getting to know individual customers in as much detail as possible.
: Using data science and "Martech" to drive personalized interactions without requiring advanced mathematical degrees .
: Distinguishing customers based on their value to the company and their unique needs .
: Moving beyond basic trust to proactively acting in the customer's best interest, which is essential in an era of increased data transparency .
: Interactions where the customer and company both learn, making it harder for the customer to switch to a competitor because the current firm knows them so well.