Harvard business review on customer relationship management.

Material type: TextTextSeries: Harvard business review paperback seriesPublication details: Boston : Harvard Business School Press, ©2001Description: vii, 192 pages : illustrationsISBN: 9781578516995; 1578516994 Subject(s): Customer relations -- ManagementDDC classification: 658.812
Contents:
Co-opting Customer Competence / C.K. Prahalad, Venkatram Ramaswamy 1 -- Get Inside the Lives of Your Customers / Patricia B. Seybold 27 -- The Old Pillars of New Retailing / Leonard L. Berry 49 -- Want to Perfect Your Company's Service? Use Behavioral Science / Richard B. Chase, Sriram Dasu 67 -- Don't Homogenize, Synchronize / Mohanbir Sawhney 85 -- Firing Up the Front Line / Jon R. Katzenbach, Jason A. Santamaria 105 -- Preventing the Premature Death of Relationship Marketing / Susan Fournier, Susan Dobscha, David Glen Mick 133 -- See Your Brands Through Your Customers' Eyes / Chris Lederer, Sam Hill 151.
Summary: 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 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
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Holdings
Item type Current library Collection Call number Status Date due Barcode Item holds
Reference Books Reference Books Main Library
Reference 		Reference 658.812 HAR (Browse shelf(Opens below)) Available 011987
Total holds: 0

Includes index

Co-opting Customer Competence / C.K. Prahalad, Venkatram Ramaswamy 1 --
Get Inside the Lives of Your Customers / Patricia B. Seybold 27 --
The Old Pillars of New Retailing / Leonard L. Berry 49 --
Want to Perfect Your Company's Service? Use Behavioral Science / Richard B. Chase, Sriram Dasu 67 --
Don't Homogenize, Synchronize / Mohanbir Sawhney 85 --
Firing Up the Front Line / Jon R. Katzenbach, Jason A. Santamaria 105 --
Preventing the Premature Death of Relationship Marketing / Susan Fournier, Susan Dobscha, David Glen Mick 133 --
See Your Brands Through Your Customers' Eyes / Chris Lederer, Sam Hill 151.


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 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

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