2016 • Don Peppers & Martha Rogers Ph.D. • Wiley
Managing Customer Experience and Relationships is the third edition desk reference from internationally acclaimed business gurus and best-selling authors Don Peppers and Martha Rogers, Ph.D. Fully revised and updated with new examples, case studies, and references with contributing works from industry leaders and academic experts, Managing Customer Relationships is one of the first books designed to develop an understanding of the science of managing customer relationships and used for graduate-level CRM studies. The new edition also offers a full discussion of the influence of social networking on customer empowerment and customer relationship management (CRM).
