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Harvard Business Review on Customer Relationship Management
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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.Table of contents: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...
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.
Table of contents:
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 "See Your Brands Through Your Customers' Eyes" by Chris Lederer and Sam Hill
Table of contents:
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 "See Your Brands Through Your Customers' Eyes" by Chris Lederer and Sam Hill