Managing Customer Experience and Relationships. Don Peppers

2.1 Profit One Customer Generates over TimeEXHIBIT 2.2 Benefits of CRM in Financial ServicesEXHIBIT 2.3 Customer Acquisition Costs (2020)

      3 Chapter 3EXHIBIT 3.1 The Customer Experience Success PyramidEXHIBIT 3.2 4 elements of frictionless experienceEXHIBIT 3.3 The Goldfish Principle in ActionEXHIBIT 3.4 Customer Journey Mapping GoalsEXHIBIT 3.5 A Sample Customer Journey, MappedEXHIBIT 3.6 A Sample Customer's Decision-Making ProcessEXHIBIT 3.7 Airline/Flight Customer Journey Map

      4 Chapter 4EXHIBIT 4.1 IDIC: Insight and ActionEXHIBIT 4.2 Wells Fargo fee explanation

      5 Chapter 6EXHIBIT 6.1 EXHIBIT 6.2 (a) Bell Curve or Normal Distribution and (b) Power-Law or Log-N...EXHIBIT 6.3 Customer Value MatrixEXHIBIT 6.4 Decile Analysis of Customer Spending Values (CSVs) and Customer ...EXHIBIT 6.5 National Accounts' Actual versus Unrealized Potential ValueEXHIBIT 6.6 Managing the Mix of Customers

      6 Chapter 7EXHIBIT 7.1 EXHIBIT 7.2 EXHIBIT 7.3 Needs Drive BehaviorsEXHIBIT 7.4 Behaviors Indicate NeedsEXHIBIT 7.5 EXHIBIT 7.6

      7 Chapter 10EXHIBIT 10.1 How Mass Customization WorksEXHIBIT 10.2 Supply Chain versus Demand ChainEXHIBIT 10.3 Expanded Need SetEXHIBIT 10.4 What Would a Business Choose: Satisfaction or Success?

      8 Chapter 11EXHIBIT 11.1 Effect of Increasing Customer Value on Acquisition Cost, Margin...EXHIBIT 11.2 Are You Creating, Harvesting, or Destroying Value?

      9 Chapter 12EXHIBIT 12.1 Traditional Product AnalyticsEXHIBIT 12.2 POS and Customer AnalyticsEXHIBIT 12.3 Example of Multivariate AnalysisEXHIBIT 12.4 Data for Bayesian DecisionEXHIBIT 12.5 Partially Complete Bayesian Data SetEXHIBIT 12.6 Complete Bayesian Data Set

      10 Chapter 13EXHIBIT 13.1 U.S. Customer Experience Leaders vs. Laggards vs. S&P 500, 2007...EXHIBIT 13.2 Competitive Advantage Accrues with CEM MaturityEXHIBIT 13.3 Share of Customer = Share of NeedEXHIBIT 13.4 Product Management OrganizationEXHIBIT 13.5 Customer Management OrganizationEXHIBIT 13.6 Managing Customer Portfolios for the Long TermEXHIBIT 13.7 Product Managers Become Capabilities ManagersEXHIBIT 13.8 Set Up a Picket Fence

      Guide

      1  Cover Page

      2  Title Page

      3  Copyright

      4  Foreword: The View from Here

      5  Preface

      6  Acknowledgments

      7  About the Authors

      8  Table of Contents

      9  Begin Reading

      10  Glossary

      11  Name Index

      12  Term Index

      13  WILEY END USER LICENSE AGREEMENT

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