rel="nofollow" href="#ulink_34362fc8-802c-56eb-b6a1-e52d1cfab1c4">COMMUNITY KNOWLEDGE
USING NEEDS DIFFERENTIATION TO BUILD CUSTOMER VALUE
NOTES
CHAPTER 8: IDIC Step 3: Interact to Learn and Collaborate
DIALOGUE REQUIREMENTS
IMPLICIT AND EXPLICIT BARGAINS
DO CONSUMERS REALLY WANT ONE-TO-ONE MARKETING?
CUSTOMER DIALOGUE: A UNIQUE AND VALUABLE ASSET
EFFICIENT AND EFFECTIVE CUSTOMER INTERACTION
COMPLAINING CUSTOMERS: HIDDEN ASSETS?
EMPOWERING CUSTOMERS TO DEFEND THE BRAND
AGE OF TRANSPARENCY
NOTES
CHAPTER 9: IDIC Step 3: Interact/Privacy Considerations
PROTECT PRIVACY AND EARN CUSTOMER TRUST TO ENCOURAGE INTERACTION
GENERAL DATA PROTECTION REGULATION
CUSTOMER LOYALTY: IS A CUSTOMER LOYAL TO A COMPANY, OR A COMPANY LOYAL TO A CUSTOMER?
PRIVACY PLEDGES BUILD ENTERPRISE TRUST
THE WEB THAT MIGHT HAVE BEEN
NOTES
CHAPTER 10: IDIC Step 4: Customize to Build Learning Relationships
HOW MASS CUSTOMIZATION WORKS
HOW CAN CUSTOMIZATION BE PROFITABLE? ANSWER: CONFIGURATION
TECHNOLOGY ACCELERATES MASS CUSTOMIZATION
CUSTOMIZATION OF STANDARDIZED PRODUCTS AND SERVICES
VALUE STREAMS
CUSTOMER SUCCESS MANAGEMENT
CULTURE RULES
TECHNOLOGY'S REAL RAINBOW: COLLABORATIVE LEARNING RELATIONSHIPS
NOTES
PART II: Food for Thought
10 PART III: Making It Happen CHAPTER 11: Measuring and Managing to Build Customer Value CUSTOMER EQUITY CUSTOMER LOYALTY AND CUSTOMER EQUITY RETURN ON CUSTOMER LEADING INDICATORS OF LTV CHANGE STATS AND THE SINGLE CUSTOMER NOTES CHAPTER 12: Customer Analytics, Martech, Critical Thinking, Data Science, and the Customer-Strategy Enterprise CUSTOMER-SPECIFIC DATA AND LONGITUDINAL INSIGHT BIG DATA LIKELIHOODS, PROBABILITIES, AND REALITY A/B TESTING: SOME GUIDELINES FOR NON-STATISTICIANS CONDITIONAL REASONING AND BAYESIAN ANALYSIS A SMALL SECTION ON A BIG TOPIC: USING MARTECH TO BUILD CUSTOMER VALUE AND FOR MARKETING TASKS AN ANALYTICAL FABLE NOTES CHAPTER 13: Organizing and Managing the Profitable Customer-Strategy Enterprise WHO OWNS THE CUSTOMER RELATIONSHIP? WHAT IS THE FINANCIAL CASE FOR INVESTING IN CUSTOMER EXPERIENCE? RELATIONSHIP GOVERNANCE MAKING IT HAPPEN HOW DOES RELATIONSHIP GOVERNANCE AFFECT CUSTOMER SERVICE MANAGEMENT? NOTES CHAPTER 14: Leading to Build Customer Value HOW MARKETERS WORK WITH THE FINANCE DEPARTMENT HUMAN RESOURCES: MANAGING EMPLOYEES IN THE CUSTOMER-STRATEGY ENTERPRISE KEEPING AND GROWING CUSTOMERS IS ALIGNED WITH KEEPING AND GROWING EMPLOYEES LEADERSHIP BEHAVIOR OF CUSTOMER RELATIONSHIP MANAGERS AND OTHERS LEADING THE CUSTOMER-CENTRIC ORGANIZATION FUTUREPROOFING THE CUSTOMER-CENTRIC ORGANIZATION NOTES PART III: Food for Thought
11 Glossary
12 Name Index
13 Term Index
List of Exhibit
1 Chapter 1EXHIBIT 1.1 Increasing the Value of the Customer BaseEXHIBIT
