Managing Customer Experience And Relationships:... -

: Interactions where the customer and company both learn, making it harder for the customer to switch to a competitor because the current firm knows them so well.

: Using data science and "Martech" to drive personalized interactions without requiring advanced mathematical degrees . 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 . : Interactions where the customer and company both

: Locating and getting to know individual customers in as much detail as possible. Managing Customer Experience and Relationships:...