Book, Relationship Management and Customer Experience 2/21[LS]

Roberto Madruga reveals his secrets and methods for winning and retaining customers, such as: the Framework for the ideation and implementation of CX and CS; the Persona Map; the Customer Journey Map with 5 layers; techniques for mapping the customer experience; how to implement the Customer Experience culture; how to create and implement Loyalty Programs; the Emotional Model of Customer Relationships (MERC); the Framework of the 7 functions of Relationship Marketing; the EDiRC Sales and Service Methodology; how to design CRM with a focus on CX; 40 ways to create Value from the Customer’s Perspective (40 VOCs); Customer Experience Focus Index (IFCX) and CX technological trends. A reference and one of the bases for the first and most important certification in the area, this book is in line with global trends, including considering the impacts arising from the pandemic.?