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 book's central philosophy is "treating different customers differently" to maximize lifetime value and competitive advantage. The text you are referring to is likely