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Acknowledgments xiii
Introduction xv
Chapter One: Managing the New Customer—and the New Customer Relationship 1
Relationships Matter 1
The Old Rules of Marketing Don’t Work 3
Technology Has Changed Everything 6
The Truth Is Visible 6
Marketplaces Are Social 8
Marketing Is Sociology 9
One-Through-One Is More Important Than One-To-One 11
Defining the New Customer Relationship 12
Implications for Managing the New Customer Relationship 13
Chapter Two: Strategies for Better Customer Relationships 23
A Strategic Context for Relationship Management 23
Relationship Management Capabilities 25
The Cultural Imperative 44
Beyond Culture: The Strategic Enablers 46
Chapter Three: Planning Relationships with Existing Customers 57
What’s In a Relationship Management Plan? 57
Customer Selection 58
Relationship Objectives 76
Engagement 86
Value 92
Innovation 99
Teaching 102
Sharing 102
Chapter Four: One-Through-One: Engaging Social Customers 107
The “Peoplescape” of Social Media 108
The Company is No Longer Center Stage 109
The Customer is Speaking 110
Listen 111
Social Media Taxonomy 113
Social Media Objectives 115
Social Media Planning 118
Individual Customer Engagement 131
Chapter Five: B2B Relationships 141
Consumer and Business-to-Business Relationships 142
Buyer–Seller Relationship 150
Managing the B2B Relationship 152
B2B, Social Media and Product Lifecycles 153
Social, Internal to the Enterprise 158
Chapter Six: Relationships with Mobile Customers 163
Defining Mobile Relationships 164
Mobile Relationship Objectives and Strategies 166
Selected Application Categories for Mobile Devices 171
Emerging Technologies 181
Chapter Seven: Mass Customization 183
Mass Customization Defi ned 183
An Expensive Option? 184
Technology for Mass Customization 185
Enabling Relationships through Mass Customization 186
Approaches to Mass Customization 189
Customization versus Standardization 190
A Mass Customization Plan 191
Chapter Eight: Customer Analytics 199
The Meta is the Message 202
The Upside of Customer Analytics 205
Putting Customer Analytics to Work 208
Online Customer Analytics 216
Customer Analytics Soft ware 218
Customer Analytics and the Cloud 220
Net Promoter Score 221
Chapter Nine: Teaching Customers New Behaviors 223
What’s Wrong with Existing Customer Behaviors? 224
Pedagogy and Teaching Customers 226
Emotional/Affective Pedagogy 229
Cognitive Pedagogy 230
Behavioral Pedagogy 231
Individual/Social Pedagogy 232
Developing Pedagogy for Teaching Customers 236
Learning Relationships 238
Best Pedagogy Practices 239
From Teaching to Addicting 241
The Consumer as a Functional Addict 241
Chapter Ten: Case Studies: Making it Happen 255
Dell 256
Leicester City 259
New York City, Health and Human Services 261
TransGaming 265
TransLink 270
Chapter Eleven: Strategy, Stakeholders and Semantics 275
Planning a Strategic Relationship 276
Customer Management 277
Direct and Indirect Stakeholders 279
Direct Stakeholder Management 280
Indirect Stakeholder Engagement 290
Strategic Response-ability 291
Society and Response-ability 292
Appendix A: Selected Customer Analytics/Data Mining Soft ware Solutions 297
Notes 303
About the Author 317
Index 319
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