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