Recommendation
James Barnes is an iconoclast about statistics and customer relationship management software. He’s interested in building customer loyalty instead. He advocates building it not with data but by putting yourself in your customers’ shoes. Your job then becomes removing everything that gets in the way of their having a great experience in every interaction with your company. Charts help him get his points across, and an appendix that provides a “customer strategy template” will help you implement his ideas. getAbstract recommends this book if you still believe that repeat customers are the same thing as loyal customers or that having a targeted customer marketing strategy means your company is customer-focused.
Summary
About the Author
James G. Barnes is the author of seven books, and a speaker and educator on customer relationship strategy. He consults with many major firms on building customer loyalty and managing customer relationships.
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This in conjugation with perfecting digital channels and continuous improvement in understanding the suitable channel(s) per customer/ customer segment.