: Moving beyond basic trust to proactively acting in the customer's best interest, which is essential in an era of increased data transparency .
: Distinguishing customers based on their value to the company and their unique needs . Managing Customer Experience and Relationships:...
The text is best known for introducing the , a four-step blueprint for managing individual customer relationships: : Moving beyond basic trust to proactively acting
The book's central philosophy is "treating different customers differently" to maximize lifetime value and competitive advantage. Managing Customer Experience and Relationships:...
: Locating and getting to know individual customers in as much detail as possible.
: Engaging in cost-efficient, meaningful dialogue to learn more about customer expectations.