Managing Customer Experience And Relationships:... -

: Distinguishing customers based on their value to the company and their unique needs .

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

: 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. : Distinguishing customers based on their value to

: Engaging in cost-efficient, meaningful dialogue to learn more about customer expectations. Managing Customer Experience and Relationships:...

The book's central philosophy is "treating different customers differently" to maximize lifetime value and competitive advantage.