: Engaging in cost-efficient, meaningful dialogue to learn more about customer expectations.
The text is best known for introducing the , a four-step blueprint for managing individual customer relationships: Managing Customer Experience and Relationships:...
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 . : Engaging in cost-efficient, meaningful dialogue to learn
: Moving beyond basic trust to proactively acting in the customer's best interest, which is essential in an era of increased data transparency . : Engaging in cost-efficient