Harvard Business Review on Customer Relationship Management |
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Author:
| Prahalad, C. K. Ramaswamy, Venkatram Seybold, Patricia B. Berry, Leonard L. Chase, Sriram Katzenbach, Jon R. Lederer, Chris Hill, Sam Samuel, Hill Ramaswamy, Patrica B. |
Series title: | Harvard Business Review Paperback Ser. |
ISBN: | 978-1-57851-699-5 |
Publication Date: | Feb 2002 |
Publisher: | Harvard Business Review Press
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Book Format: | Paperback |
List Price: | USD $22.00 |
Book Description:
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This collection of cutting-edge articles will help organizations understand how to build customer loyalty through unique relationship-building strategies such as partnerships, branding, and superlative customer service. Contents include: Co-opting Customer Competence by C.K. Prahalad and Venkatram Ramaswamy; Get Inside the Lives of Your Customers by Patricia B. Seybold; The Old Pillars of New Retailing by Leonard L. Berry; Want to Perfect Your Company's Service?: Use Behavioral...
More DescriptionThis collection of cutting-edge articles will help organizations understand how to build customer loyalty through unique relationship-building strategies such as partnerships, branding, and superlative customer service. Contents include: Co-opting Customer Competence by C.K. Prahalad and Venkatram Ramaswamy; Get Inside the Lives of Your Customers by Patricia B. Seybold; The Old Pillars of New Retailing by Leonard L. Berry; Want to Perfect Your Company's Service?: Use Behavioral Science by Richard B. Chase and Sriram Dasu; Don't Homogenize, Synchronize by Mohanbir Sawhney; Firing Up the Front Line by Jon R. Katzenbach and Jason A. Santamaria; Preventing the Premature Death of Relationship Marketing by Susan Fournier, Susan Dobscha, and David Glen Mick; and See Your Brands Through Your Customers' Eyes by Chris Lederer and Sam Hill.