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 .
: Adapting some aspect of the company's behavior toward a customer based on what was learned during interaction. Key Concepts Covered Managing Customer Experience and Relationships:...
The text is best known for introducing the , a four-step blueprint for managing individual customer relationships: The text you are referring to is likely
: 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:...
: Distinguishing customers based on their value to the company and their unique needs .