Customer-First CRM

The Definitive Guide to Transforming Your Business and Boosting Customer Loyalty

The brands that thrive are the ones that lead with the customer. This comprehensive playbook provides the frameworks, insights, and tools to align your business around customer needs for sustainable growth.

Walking through the end-to-end process of CRM strategy development and execution, this serves as an indispensable guide to becoming a truly customer-centric organization. You'll gain actionable advice for improving customer loyalty, retention, and satisfaction through data-driven personalization and memorable end-to-end experiences.

Inside you'll discover:

• The core principles and evolving approaches of customer-centric marketing
• Step-by-step guidance on developing integrated business and customer strategies
• Powerful frameworks to achieve competitive advantage and market leadership
• Techniques to build a customer-focused vision across your organization
• A structured approach to market segmentation, targeting, and positioning
• Clear advice on finding the right CRM strategy for your unique context
• Real-world examples and case studies from leading organizations
• Actionable solutions to strengthen customer loyalty and satisfaction

With Customer-First CRM, you'll learn how to:

• Design and execute cross-functional CRM strategies
• Create value for customers based on insights into their needs
• Optimize market segmentation for greater relevance and impact
• Develop customer touchpoints that emotionally resonate
• Assess your CRM capabilities and chart the path to maturity
• Align strategies, culture, metrics, and technology behind customer centricity

If you're ready to transform your organization for the customer-first era, this book provides the playbook for winning customer loyalty and market leadership through CRM excellence.