CRM -- Books
The Loyalty Effect: the hidden force behind growth, profits, and lasting value - by Frederick Reichheld - 1996
- Reichheld's work at Bain & Co. led him to publish findings suggesting that differences in the performance of insurance brokers were better explained by examining customer loyalty and retention than by market share, unit cost and scale.
Why We Buy: The Science of Shopping -by Paco Underhill - 1999
The Experience Economy: Work is Theatre & Every Business a Stage -by Pine and Gilmore - 1999
- The authors argue that providing customers with a memorable experience, along with a useful product at a reasonable price, will become a key differentiator for companies striving to avoid the commoditization of their services.
Loyalty.com- Customer Relationship Management in the new era of Internet Marketing - by Frederick Newell - 2000
The CRM Handbook: A Business Guide to Customer Relationship Management - by Jill Dyche - 2002 - includes case studies
Customer Relationship Management: Perspectives from the Marketplace - by Simon Knox, et al - 2003 - includes case studies
Customer Advisory Boards: a strategic tool for customer relationship building - by Tony Carter - 2003
CRM at the Speed of Light - Essential Customer Strategies for the 21st Century - by Paul Greenberg - 2004
The Future of Competition- Co-Creating Unique Value with Customers - by C.K. Prahalad and V. Ramaswamy - 2004
Consumer Insight: How to use data and market research to get closer to your customer - edited by Merlin Stone, Bryan Foss, Alison Bond and Steve Wills - 2004
Marketing Mind Prints -edited by Philip J. Kitchen - 2004
Return on Customer: The Revolutionary New Way to Maximize the Value of Your Business - by Martha Rogers - to be published July 2005 - on order
- In today's business world, customers are even scarcer than
capital. If you have a customer for your business, you can almost
certainly get the capital you need to serve him. But the market
- any market - contains only a finite number of customers, who
will each do only so much business in a lifetime, with anybody.
Even if there are lots of customers, it's still a finite number.
To remain competitive, you must figure out how to keep your customers longer, grow them into bigger customers, make them more profitable, and serve them more efficiently. And you want more of them.
Read chapters from recent CRM-related books
Subject terms to search in Euclid:
- Customer relations - management
- Customer services - management
- Consumer satisfaction
- Electronic commerce
- Relationship management
- Relationship marketing
- loyalty/ brand loyalty
