: Locating and getting to know individual customers in as much detail as possible.
: 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. 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 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 . Managing Customer Experience and Relationships:...
: Monitoring and ensuring customers achieve their desired outcomes to drive long-term loyalty.
: Using data science and "Martech" to drive personalized interactions without requiring advanced mathematical degrees .