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 .
: 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. Managing Customer Experience and Relationships:...
: 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 you are referring to is likely
: Using data science and "Martech" to drive personalized interactions without requiring advanced mathematical degrees . : Moving beyond basic trust to proactively acting
: 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:
: Engaging in cost-efficient, meaningful dialogue to learn more about customer expectations.