Managing Customer Experience and Relationships

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.

In today’s competitive marketplace, customer relationship management is critical to a company’s profitability and long-term success. To become more customer focused, skilled managers, IT professionals and marketing executives must understand how to build profitable relationships with each customer and to make managerial decisions every day designed to increase the value of a company by making managerial decisions that will grow the value of the customer base. The goal is to build long-term relationships with customers and generate increased customer loyalty and higher margins. In Managing Customer Relationships, Don Peppers and Martha Rogers, credited with founding the customer-relationship revolution in 1993 when they invented the term «one-to-one marketing,» provide the definitive overview of what it takes to keep customers coming back for years to come. Presenting a comprehensive framework for customer relationship management, Managing Customer Relationships provides CEOs, CFOs, CIOs, CMOs, privacy officers , human resources managers, marketing executives, sales teams, distribution managers, professors, and students with a logical overview of the background, the methodology, and the particulars of managing customer relationships for competitive advantage. Here, renowned customer relationship management pioneers Peppers and Rogers incorporate many of the principles of individualized customer relationships that they are best known for, including a complete overview of the background and history of the subject, relationship theory, IDIC (Identify-Differentiate-Interact-Customize) methodology, metrics, data management, customer management, company organization, channel issues, and the store of the future. One of the first books designed to develop an understanding of the pedagogy of managing customer relationships, with an emphasis on customer strategies and building customer value, Managing Customer Relationships features: Pioneering theories and principles of individualized customer relationships An overview of relationship theory Contributions from such revolutionary leaders as Philip Kotler, Esther Dyson, Geoffrey Moore, and Seth Godin Guidelines for identifying customers and differentiating them by value and need Tips for using the tools of interactivity and customization to build learning relationships Coverage of the importance of privacy and customer feedback Advice for measuring the success of customer-based initiatives The future and evolution of retailing An appendix that examines the qualities needed in a firm’s customer relationship leaders, and that provides fundamental tools for embarking on a career in managing customer relationships or helping a company use customer value as the basis for executive decisions The techniques in Managing Customer Relationships can help any company sharpen its competitive advantage.

Modelling and Managing Airport Performance provides an integrated view of state-of-the-art research on measuring and improving the performance of airport systems with consideration of both airside and landside operations. The considered facets of performance include capacity, delays, economic costs, noise, emissions and safety. Several of the contributions also examine policies for managing congestion and allocating sparse capacity, as well as for mitigating the externalities of noise, emissions, and safety/risk. Key features: Provides a global perspective with contributing authors from Europe, North and South America with backgrounds in academia, research institutions, government, and industry Contributes to the definition, interpretation, and shared understanding of airport performance measures and related concepts Considers a broad range of measures that quantify operational and environmental performance, as well as safety and risk Discusses concepts and strategies for dealing with the management of airport performance Presents state-of-the-art modelling capabilities and identifies future modelling needs Themed around 3 sections – Modelling Airport Performance, Assessing Airport Impacts, and Managing Airport Performance and Congestion Modelling and Managing Airport Performance is a valuable reference for researchers and practitioners in the global air transportation community.

A pioneering guide for the management of tics and habit disorders Managing Tic and Habit Disorders: A Cognitive Psychophysiological Approach with Acceptance Strategies is a complete client and therapist program for dealing with tics and habit disorders. Groundbreaking and evidence-based, it considers tics and habit disorders as part of the same spectrum and focuses on the personal processes that are activated prior to a tic and habit rather than the tic or habit itself. By drawing on acceptance and mindfulness strategies to achieve mental and physical flexibility in preparing action, individuals can release unnecessary tension, expend less effort and ultimately establish control over their tic or habit. The authors explain how to identify the contexts of thoughts, feelings and activities that precede tic or habit onset, understand how self-talk and language can trigger tic onset, and move beyond unhelpful ways of dealing with emotions – particularly in taking thoughts about emotions literally. They also explore how individuals can plan action more smoothly by drawing on existing skills and strengths, and overcome shame by becoming less self-critical and more self-compassionate. They conclude with material on maintaining gains, developing new goals, and creating a more confident and controlled lifestyle. Managing Tic and Habit Disorders is a thoughtful and timely guide for those suffering from this sometimes all-consuming disorder, and the professionals who set out to help them.

MANAGING MEDICAL AND OBSTETRIC EMERGENCIES AND TRAUMA MANAGING MEDICAL AND OBSTETRIC EMERGENCIES AND TRAUMA A PRACTICAL APPROACH Managing Medical and Obstetric Emergencies and Trauma provides an evidence-based, structured approach to the recognition and treatment of emergencies in pregnancy. This contemporary resource provides step-by-step guidance on the knowledge, practical skills and procedures required to improve outcomes for the mother and fetus. Now in its fourth edition, the text fully aligns with the mMOET course, and has been extensively reviewed and revised throughout. Lessons learned from mortality reports and national guidelines underpin the new material. This edition includes: New chapters on cardiac disease, neurological emergencies and human factors An update for obstetric teams treating pregnant trauma patients in line with modern trauma management Revised algorithms and new illustrations Managing Medical and Obstetric Emergencies and Trauma is a vital source of practical information presented as a systematic approach to prepare the obstetric team: obstetricians, midwives, anaesthetists and emergency physicians. [b]The Advanced Life Support Group (ALSG) improves outcomes for people in life-threatening situations, anywhere along the healthcare pathway, anywhere in the world. ALSG is a leading medical education charity and has delivered advanced life support training to over 225000 clinicians in 44 countries, across 5 continents, for over 25 years. For more information on the complete rangeof Wiley medical student and junior doctorpublishing, please visit:www.wiley.comwww.com For more information on the Advanced LifeSupport Group, please visit: www.alsg.org To receive automatic updates on Wiley booksand journals, join our email list. Sign up todayat www.wiley.com/emailwww.email This new edition is also available as an e-book. For more details, please seewww.wiley.com/buy/9781119348382www.9781119348382 TITLES OF RELATED INTERESTTITLES INTEREST Pre-Obstetric Emergency Training: A Practical Approach 2nd Edition Advanced Life Support Group 9781119348382 August 2018 Pre-Hospital Paediatric Life Support: A Practical Approach to Emergencies 3rd Edition Advanced Life Support Group 9781118339763 October 2017

The book is organized around basic principles of software project management: planning and estimating, measuring and controlling, leading and communicating, and managing risk. Introduces software development methods, from traditional (hacking, requirements to code, and waterfall) to iterative (incremental build, evolutionary, agile, and spiral). Illustrates and emphasizes tailoring the development process to each project, with a foundation in the fundamentals that are true for all development methods. Topics such as the WBS, estimation, schedule networks, organizing the project team, and performance reporting are integrated, rather than being relegating to appendices. Each chapter in the book includes an appendix that covers the relevant topics from CMMI-DEV-v1.2, IEEE/ISO Standards 12207, IEEE Standard 1058, and the PMI® Body of Knowledge. (PMI is a registered mark of Project Management Institute, Inc.)

In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach to marketing called customer experience management (CEM). In this book, Schmitt demonstrates how to put his CEM framework to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands. From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers companies an opportunity to maximize the customer experience and establish a bond that will never be broken. Customer Experience Management introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector. A must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, Customer Experience Management demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results.

The distinctive relationships between landscape change, habitat fragmentation, and biodiversity conservation are highlighted in this original and useful guide to the theory and practice of ecological landscape design. Using original, ecologically based landscape design principles, the text underscores current thinking in landscape management and conservation. It offers a blend of theoretical and practical information that is illustrated with case studies drawn from across the globe. Key insights by some of the world’s leading experts in landscape ecology and conservation biology make Managing and Designing Landscapes for Conservation an essential volume for anyone involved in landscape management, natural resource planning, or biodiversity conservation.

This book sets the standard in delivering a comprehensive, state-of-the-art approach for understanding, treating, and preventing classroom behavior difficulties. It should be on the bookshelves of all professionals who work in school settings. I will certainly recommend this text to my colleagues and students. —George J. DuPaul, PhD, Professor of School Psychology, Associate Chair, Education and Human Services, Lehigh University A classic guide to creating a positive classroom environment Covering the most recent and relevant findings regarding behavior management in the classroom, this new edition of Understanding and Managing Children's Classroom Behavior has been completely updated to reflect the current functional approach to assessing, understanding, and positively managing behavior in a classroom setting. With its renewed focus on the concept of temperament and its impact on children's behavior and personality, Understanding and Managing Children's Classroom Behavior emphasizes changing behavior rather than labeling it. Numerous contributions from renowned experts on each topic explore: How to identify strengths and assets and build on them Complete functional behavioral assessments The relationship between thinking, learning, and behavior in the classroom Practical strategies for teachers to improve students' self-regulation How to facilitate social skills Problem-solving approaches to bullies and their victims Medications and their relationship to behavior The classic guide to helping psychologists, counselors, and educators improve their ability to serve all students, Understanding and Managing Children's Classroom Behavior, Second Edition will help educators create citizens connected to each other, to their teachers, to their families, and to their communities.