| Document Type
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BL
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| Record Number
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695567
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| Doc. No
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b517756
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| Title & Author
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Harvard business review on customer relationship management.
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| Publication Statement
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Boston :: Harvard Business School Press,, c2001.
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| Series Statement
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A Harvard business review paperback
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| Page. NO
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vii, 192 p. :: ill. ;; 21 cm.
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| ISBN
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1578516994 (alk. paper)
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: 9781578516995 (alk. paper)
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| Bibliographies/Indexes
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Includes bibliographical references and index.
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| Contents
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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.
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| Abstract
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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 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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| Subject
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Customer relations-- Management.
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| LC Classification
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HF5414.5.H37 2001
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| Added Entry
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Harvard Business School., Press.
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| Parallel Title
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Customer relationship management
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