Managing Customer Experience And Relationships:... <ORIGINAL — ANTHOLOGY>

: Locating and getting to know individual customers in as much detail as possible.

: Moving beyond basic trust to proactively acting in the customer's best interest, which is essential in an era of increased data transparency .

The text is best known for introducing the , a four-step blueprint for managing individual customer relationships: Managing Customer Experience and Relationships:...

: Engaging in cost-efficient, meaningful dialogue to learn more about customer expectations.

: Adapting some aspect of the company's behavior toward a customer based on what was learned during interaction. Key Concepts Covered : Locating and getting to know individual customers

: Monitoring and ensuring customers achieve their desired outcomes to drive long-term loyalty.

: Using data science and "Martech" to drive personalized interactions without requiring advanced mathematical degrees . : Adapting some aspect of the company's behavior

The text you are referring to is likely the seminal book by Don Peppers and Martha Rogers. Now in its fourth edition (released April 2022), it is a cornerstone resource for building customer-centric business models .