The New Science of Customer Relationships - by Thomas H Davenport & Jim Sterne Hardcover

Book Synopsis

A practical strategy guide for building profitable customer relationships using the latest AI science and tech

The New Science of Customer Relationships: Delivering the One-to-One Promise with AI is a science-based and insightful new approach to integrating the latest generative AI technologies into your company's customer communications. Analytics and marketing experts Thomas Davenport and Jim Sterne walk you through the technology and tools you need to understand, the data you need to collect, the processes you need to implement, and the ethics you need to observe to build an industry-leading customer relationship framework.

In the book, you'll learn to create systems that reliably generate smart, persuasive, and hyper-personalized interactions with your company's best customers. You'll also discover how to integrate these systems directly into your firm's existing operations so you can use the tools to realize tangible financial results.

Inside the book:

• Tips for using generative AI to analyze customer responses and extract actionable insights about how they feel and what they think
• Specific tools and technologies you can use to collect customer data and conduct effective analytics to improve your products and services
• Discussions of ethical guidelines to guide your organization's data and customer communication practices

Perfect for marketers, sales team leaders, technology professionals, and anyone else responsible for evolving their company's customer relationships, The New Science of Customer Relationships is a hands-on playbook that explains the science of the latest customer communication technologies and walks you through exactly how to implement them.

From the Back Cover

Praise for THE new science OF customer relationships

"The New Science of Customer Relationships offers new ways to give your individual customers better and more personalized messages and offers than I have seen in our literature."
--PHILIP KOTLER, Professor Emeritus of Marketing at the Kellogg School of Management, Northwestern University

"Finally, a book that will help you understand how AI combined with the right data can facilitate turning more customers into promoters and fewer into detractors. Bravo!"
--FRED REICHHELD, Bain & Company Fellow, Author of The Loyalty Effect, and creator of the Net Promoter Score

"A brilliant and timely playbook for leveraging generative and agentic AI to transform customer relationships. Davenport and Sterne bridge the gap between technology and real business value--with clarity, ethics, and impact."
--PASCAL BORNET, AI & Automation Thought Leader and Author of Intelligent Automation and Agentic Artificial Intelligence

"Jim and Tom offer a clear-eyed, practical guide to using AI not just to understand customers, but to serve them better. It's a must-read for every marketer."
--ADAM BROTMAN, Co-Founder of Forum3.com; former EVP, Global Retail Operations, Starbucks; and Author of AI First: The Playbook for a Future-Proof Business and Brand

"This book is basically a desk reference for anyone working to improve customer experience. Thank you for writing it, Jim and Thomas!"
--ANDY CRESTODINA, Co-Founder and CMO of Orbit Media and Author of Content Chemistry, 7th Edition: The Illustrated Handbook for Content Marketing

"A clear-eyed, practical guide to the new rules of customer engagement in an AI-powered world."
--ANGELA WICK, Founder of BA-Cube.com and Author of Futureproof: Amplifying Agility with AI and Insightful Business Analysis

"Moves beyond theory to provide actionable frameworks, detailed case studies, and step-by-step implementation guidance that organizations of any size can immediately put to work."
--JOSH SILVERBAUER, Head of Analytics & CRO, Partner, From the Future

About the Author

THOMAS H. DAVENPORTis a Co-Founder of the International Institute for Analytics. He's also a Fellow at the MIT Initiative on the Digital Economy and a Senior Advisor to Deloitte Analytics. He teaches analytics and big data in executive programs at Babson, Harvard Business School, and the Sloan School of Business at MIT.

JIM STERNE is the Founder of the eMetrics Summit and a Co-Founder and Board Chair of the Digital Analytics Association. He is the author of 101 Things You Should Know About Marketing Optimization Analysis, Social Media Metrics, and The Devil's Data Dictionary.