Augmented Customer Strategy, CRM in the Digital Age, Wiley, John Wiley & Sons,Management decision making,Management and management techniques, customer; customers; role; data; firms empathic capacity; augmented customer relationship; augmented customer experience; experience; complainant customers voice; complainant customers levers; complainant customers motivations,, , United States, en-UShttps://www.wiley.comcustomer; customers; role; data; firms empathic capacity; augmented customer relationship; augmented customer experience; experience; complainant customers voice; complainant customers levers; complainant customers motivations, [BLURB],[CITY],,books, ebooks, biblet, Book2look