Peppers, Rogers, Kotler:

Managing Customer Experience and Relationships: A Strategic Framework, 3rd Edition

Instructor Companion Site

Table Of Contents

Chapter 1: Evolution of Relationships with Customers and Strategic Customer Experiences

Chapter 2: The Thinking behind Customer Relationships That Leads to Good Experiences

Chapter 3: Customer Relationships: Basic Building Blocks of IDIC and Trust

Chapter 4: Identifying Customers

Chapter 5: ifferentiating Customers: Some Customers Are Worth More Than Others

Chapter 6: Differentiating Customers by Their Needs

Chapter 7: Interacting with Customers: Customer Collaboration Strategy

Chapter 8: Customer Insight, Dialogue, and Social Media

Chapter 9: Privacy and Customer Feedback

Chapter 10: The Payoff of IDIC: Using Mass Customization to Build Learning Relationships

Chapter 11: Optimizing around the Customer: Measuring the Success of Customer-Based Initiatives and the Customer-Centric Organization

Chapter 12: Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise

Chapter 13: Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 1

Chapter 14: Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 2: Transitioning from Traditional Business to Customer Centricity

Chapter 15: Futureproofing the Customer-Centric Organization

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