Upgrading the Customer Matrix: Maximizing Customer Acquisition, Retention and Profitability Through Customer Experience Engineering

By Will Bermender

From startups and rapid growth environments to post-merger integrations and Fortune 500 turnarounds, Will Bermender has spent the past two decades building shareholder value by driving cross-functional process changes to align business processes around the customer. In Upgrading The Customer Matrix, Bermender reveals how to unlock domain knowledge embedded in your company culture, leverage customer intelligence to build loyalty and market share, and integrate marketing, sales and customer service into every touchpoint in your organization. The result: a holistic view of your customer that empowers innovation and supercharges customer acquisition, retention and profitability. Veteran Chief Customer Officer and Turnaround Leader Will Bermender dissects real world examples across media, retail, technology and consumer products sectors - identifying adaptable, proven strategies and tactics to accelerate value creation in any business stage or industry.

• Format: Paperback
• Language: English
• ISBN: 0692445773
• ISBN13: 9780692445778
• Release Date: June 2010
• Publisher: Triboro Press
• Length: 332 Pages
• Weight: 1.26 lbs.
• Dimensions: 9.0" x 0.8" x 6.0"