May 1, 2024
Updated May 12, 2025
19 minute read
An Introduction to Customer Management
Customer Management, often used interchangeably with Customer Relationship Management (CRM), encompasses the strategies, practices, and technologies businesses employ to manage and analyze interactions with their current and potential customers. The primary aim is to improve business relationships, assist in customer retention, drive sales growth, and enhance overall customer satisfaction and loyalty. It involves understanding customer needs, preferences, and behaviors to deliver personalized experiences and build long-lasting connections.
Working in Customer Management can be deeply engaging. It involves blending analytical skills with strong interpersonal abilities to solve customer problems and build rapport. Professionals in this field often find satisfaction in directly contributing to business success by fostering customer loyalty and driving revenue. Furthermore, the field is dynamic, constantly evolving with new technologies like AI and changing customer expectations, offering continuous learning opportunities.
Introduction to Customer Management
Definition and Scope of Customer Management
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Find a path to becoming a Customer Management. Learn more at:
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Reading list
We've selected 13 books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Customer Management.
Classic in the field of customer management. It provides a simple but powerful framework for understanding and improving customer loyalty. The author leading expert in the field of customer loyalty and has been recognized for his work.
Provides a comprehensive overview of customer relationship management (CRM). It covers all aspects of CRM, from strategy development to implementation. The authors are leading experts in the field of CRM.
Provides a comprehensive overview of how to create a customer-centric enterprise. It covers all aspects of customer-centricity, from strategy development to implementation. The authors are leading experts in the field of customer-centricity.
Provides a comprehensive overview of customer data analytics. It covers all aspects of customer data analytics, from data collection to data analysis. The authors are leading experts in the field of customer data analytics.
Provides a comprehensive overview of customer experience management (CXM). It covers all aspects of CXM, from strategy development to implementation. The authors are leading experts in the field of CXM.
Provides a comprehensive overview of the service-profit chain. It covers all aspects of the service-profit chain, from strategy development to implementation. The authors are leading experts in the field of service management.
Provides a comprehensive overview of social media marketing. It covers all aspects of social media marketing, from strategy development to implementation. The author leading expert in the field of social media marketing.
Provides a comprehensive overview of customer loyalty. It covers all aspects of customer loyalty, from strategy development to implementation. The author leading expert in the field of customer loyalty.
Provides a comprehensive overview of customer behavior. It covers all aspects of customer behavior, from motivation to loyalty. The authors are leading experts in the field of consumer behavior.
Provides insights into why large companies often fail to innovate. It must-read for anyone interested in innovation and the management of technology.
Provides a framework for developing and evaluating good strategies. It must-read for anyone involved in strategic planning.
Provides insights into the challenges of marketing and selling technology products to mainstream customers. It must-read for anyone involved in the marketing or sales of technology products.
Provides a comprehensive overview of relationship marketing. It covers all aspects of relationship marketing, from strategy development to implementation. The author leading expert in the field of relationship marketing.
For more information about how these books relate to this course, visit:
OpenCourser.com/topic/2m6856/customer
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