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(books published after 1990) Compilation date: September 2007
This bibliography is a selective listing of works held by the MBS Library. The selection reflects the teaching and research focus of the academic programs at MBS. For a fuller coverage of the subject, please refer to the catalogue. Accelerating customer relationships : using CRM and relationship technologies / Ronald S. Swift. Upper Saddle River, NJ : Prentice Hall PTR, c2000. Mt Eliza 658.812 SWIF  Acquiring, processing, and deploying voice of the customer / M. Larry Shillito. Boca Raton, Fla. : St. Lucie Press , c2001. MBS 658.812 SHIL  Agile competitors and virtual organizations : strategies for enriching the customer / Steven L. Goldman, Roger N. Nagel, Kenneth Preiss. New York : Van Nostrand Reinhold, c1995. MBS 658.812 GOLD Batteries included! / Nigel May Barlow. London : Random House Business Books, 2000. MBS 658.812 BARL  Beans : four principles for running a business in good times or bad : a business fable taken from real life / Leslie A. Yerkes, Charles Decker. San Francisco : Jossey-Bass, c2003. Mt Eliza 658.0220973 YERK  Best face forward : why companies must improve their service interfaces with customers / Jeffrey F. Rayport, Bernard J. Jaworski. Boston, MA : Harvard Business School Press, c2005. MBS 658.812 RAYP  The breakthrough zone / by Mac Andrews & Roy Langmaid. Hoboken, N.J. : John Wiley & Sons, Inc., 2003. Mt Eliza 658.4062 ANDR  Building customer-based project organizations / Jeffrey K. Pinto, Pekka Rouhiainen. New York ; Chichester : John Wiley & Sons, c2001. MBS 658.404 PINT Building the customer-centric enterprise : data warehousing techniques for supporting customer relationship management / Claudia Imhoff, Lisa Loftis, Jonathan G. Geiger. Chichester : Wiley, 2001. MBS 658.4038 IMHO Built for use : driving profitability through the user experience / by Karen Donoghue. New York : McGraw-Hill, 2002. MBS and Mt Eliza 658.812 DONO
Relationship marketing / September 2007 1
812 MCCO  Competing in a service economy : how to create a competitive advantage through service development and innovation / Anders Gustafsson. Chichester . Mike Jacka. Westport.J. Neeta Patel. Michael D. Johnson. MBS 658. : People Pursuing A Passion. Berkeley. Melbourne : International Market Assessment. Mt Eliza 658. VA : Kogan Page.812 GENT CRM unplugged : releasing CRM's strategic value / Philip Bligh.812 BUTS Customer. c2002. 2003.812 GUST  Connecting with your customers. : Harvard Business School Press. c2000. Calif.1 NERO  CRM at the speed of light : capturing and keeping customers in Internet real time / Paul Greenberg. : John Wiley. MBS 658. c2006.812 BANK __________________________________________________________________________________________________ Relationship marketing / September 2007 2 . MBS 658. Hoboken. c2002. San Francisco : Jossey-Bass. c1997..812 DYCH  The CRM project management handbook : building realistic expectations and managing risk / Michael Gentle. c1999. Boston. Keller.812028546 GREE  The CRM handbook : a business guide to customer relationship management / Jill Dyché Boston : Addison Wesley. MBS 658.Business process mapping : improving customer satisfaction / J. San Francisco : Jossey-Bass. MBS 658. Paulette J. Douglas Turk.. afterword by Michael Lowenstein. MBS 658. Conn. Chicago.] . : Adams Media Corp. MBS and Mt Eliza 658. Sterling.812 JENK Customer clubs and loyalty programmes : a practical guide / Stephan A. 2004. 1997. Harlow : Financial Times Prentice Hall. Mt Eliza 658. 2002. MBS 658. 2001. London : Quorum Books. 2001. New York : McGraw-Hill. MBS 658. 2002.85 HARD  The customer-centered enterprise : how IBM and other world-class companies achieve extraordinary results by putting customers first / Harvey Thompson. c1998.812 GABB Creating a company for customers : how to build and lead a market-driven organization / Malcolm McDonald . Mt Eliza 658. Harlow : Financial Times Prentice Hall. c2002. Qld.812 POIS Creating loyal profitable customers : 47 ways to turn your customers into passionate purchasers / Keith Abraham. foreword by Scott Cook . New York : J. VT : Gower.812 JACK  Citizen marketers : when people are the message / Ben McConnell and Jackie Huba. New York : Wiley. MBS 658.812 CREA  Creative business : the making of addictive stories / Paul Nero. Mass.812 CREA  Creating and sustaining a superior customer service organization : a book about taking care of the people who take care of the customers / Jim Poisant. N. London : Institute of Management Foundation . Avon. Mt Eliza 658. Hampshire . MBS 658. Aldershot. Mt Eliza 658.812 BLIG  Cross-selling success : a rainmaker's guide to professional account development / Ford Harding. Butscher.. Mass.812 ABRA  Creating the customer-focused company. : Osborne. MBS 659. c2002. IL : Kaplan Pub. c2007. edited by Jane Simms. c2003. .812 THOM The customer-centred strategy : thinking strategically about your customers / Mark Jenkins.Community : unleashing the power of your customer base / Drew Banks and Kim Daus . MBS f 658. Mt Eliza 658. Wiley.. Pitman Publishing. Brisbane. [et al. 1998.812 CONN  Consumers and services / Mark Gabbott and Gillian Hogg. Brookfield.
Cambridge. Boston. MBS 658. [Great Britain] : Harvard Business School Press. [England] : Elsevier ButterworthHeinemann. c2003.812 NYKA  Customer equity : building and managing relationships as valuable assets / Robert C. c1997. N.812 BUTT  Customer relationship management : integrating marketing strategy and information technology / William G. 1996. Gilbert. 2nd ed. Boca Raton : Auerbach Publications. . Chichester : Wiley. Upper Saddle River.W. Zikmund. Mass. Mass : Harvard Business School Press. Davis.8343 ALLE  Customer service : career success through customer satisfaction / Paul R.812 CURR Customer relationship management : a strategic imperative in the world of e-Business /editor and contributor Stanley A Brown. Coogee. Karl B. Basingstoke : Palgrave. Raymond McLeod. MBS 658. c2000.S. c2003. New York . Sharp. London : McGraw-Hill. Wayland. c2004. c1998. Gary Getz. Allen. Cole. MBS 658. New York : Wiley. MBS 658. MBS and Mt Eliza 658. Gernot Schmolke and Andreas Krueger.812 CUST Customer service excellence : how organisations in Australia are exceeding customer expectations / Brett Whitford. c2001. MBS 658. 2001. 2002. Faye W. : Beaumont Publishing House. Basch. N. c2003. N. London : Free Press. Sydney . 2000. Paul M.Y. Richard. Boston. Mt Eliza 658. MA : Blackwell Publishers. New York : AMACOM. : HarperBusiness. Basingstoke : Macmillan. MBS 658. Upper Saddle River.3044 RICH  Customer responsive management : the flexible advantage / Frank W.812 BLAT Customer experience management : a revolutionary approach to connecting with your customers / Bernd H. Timm. MBS and Mt Eliza 658. Thomas.812 WAYL  Customer culture : how Fed Ex and other great companies put the customer first every day / Michael D. Staples.8120994 WHIT Customer service : extraordinary results at Southwest Airlines. rebuilding and improving your results / Darlene D. MBS 658. Charles Schwab. MBS 658. Jacquelyn S. Oxford. N. Irena Grugulis and Hugh Willmott.812 SCHM Customer-focused management by projects / Ronald Vaupel.812 ZIKM Customer relationship management systems handbook / Duane E.812 CUST  __________________________________________________________________________________________________ Relationship marketing / September 2007 3 . c2001.Customer connections : new strategies for growth / Robert E. .812 SHAR  The customer response management handbook : building. Schmitt.J.J.812 DAVI Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations / Derek R. New York. Blattberg. c2001. New York . c2002. : Prentice Hall. 2000. NJ : Prentice Hall PTR.404 VAUP The customer marketing method : how to implement and profit from customer relationship management / Jay Curry with Adam Curry. Lands' End. Hoboken.812 BASC  The customer differential : the complete guide to implementing customer relationship management / Melinda Nykamp. Mandrodt. MBS 658. 2004. and USAA / edited by Fred Wiersema. MBS 658.812 CUST  Customer relationship management : concepts and tools / Francis Buttle.812 TIMM  Customer service : empowerment and entrapment / edited by Andrew Sturdy. [Great Britain] : Wiley. Milwaukee : ASQ Quality Press. MBS 658. MBS 658. MBS 658. MBS 658. 1998. MBS 658. American Express.
St. Lowenstein .812 OSEN Customer winback : how to recapture lost customers and keep them loyal / Jill Griffin and Michael W.812 LAKE CF/CD  The customer service zoo / Catherine DeVrye. foreword by Andrew C. structure. Valarie A. Chichester : Wiley. 2002. : Praeger. 2000. Venkat Ramaswamy. London : Judy Piatkus. Katherine N.W. Taylor. c2001. NY : Free Press. editor. London : Kogan Page. San Francisco : Jossey-Bass.812 CRAM  Data mining cookbook : modeling data for marketing.83 DEVE Discovering the soul of service : the nine drivers of sustainable business success / Leonard L. MBSand Mt Eliza 658. c1999. c2001.4 PRAH  __________________________________________________________________________________________________ Relationship marketing / September 2007 4 . Gilmore.8 RUST Emotion marketing : the Hallmark way of winning customers for life / Scott Robinette and Claire Brand . with Vicki Lenz. Leonards. 2001. Mass. MBS 658. Blackwell. : Sage Publications. London : Financial Times Prentice Hall.. MBS and Mt Eliza 658. MBS 658. San Francisco : Berrett-Koehler Publishers.812 GALB  Developing a market orientation / Rohit Deshpandé. MBS 658. Boston. San Francisco : Jossey-Bass A Wiley Imprint. foreword by Don Peppers and Martha Rogers. MBS 658. 1997. Mt Eliza 658.The customer service workbook / Neville Lake & Kristin Hickey. Lemon. MBS 658. Calif. Conn. : Allen & Unwin. Mt Eliza 658. N. Harlow : Financial Times Prentice Hall.812 BARL  Enterprise one-to-one : tools for building unbreakable customer relationships in the interactive age / Don Peppers and Martha Rogers. James H. Galbraith. America's #1 car rental company.87 BLAC Fundamentals of customer-focused management : competing through service / Joby John. c2001.812 KAZA  The experience economy : work is theatre & every business a stage / B. MBS 658. New York .K. Bergeron. Mt Eliza 658. Joseph Pine II. Berry.S. MBS and Mt Eliza 658. MBS 658.812 BERG Exceeding customer expectations : what Enterprise. risk and customer relationship management / Olivia Parr Rud. New York : Free Press. c1999. Westport. c2005. MBS 005. New York : McGraw-Hill. New York : HarperBusiness. Prahalad.56 PINE From mind to market : reinventing the retail supply chain / by Roger D.812 BERR Driving customer equity : how lifetime customer value is reshaping corporate strategy / Roland T. c2007. 2001. c2004. can teach you about creating lifetime customers / Kirk Kazanjian .8 PEPP  The eternal e-customer : how emotionally intelligent interfaces can create long-lasting customer relationships / Bryan P.741 RUD Designing the customer-centric organization : a guide to strategy. MBS 658. New York : Currency Doubleday. New York : McGraw-Hill. c1999. Thousand Oaks.8 ROBI Emotional value : creating strong bonds with your customers / Janelle Barlow and Dianna Maul . Mt Eliza 658. Boston : Harvard Business School Press.812 DEVR  Customer share marketing : how the world's great marketers unlock profits from customer loyalty / Tom Osenton. c2002. Rust. 2003. foreword by Michael Edwardson.812 JOHN  The future of competition : co-creating unique value with customers / C. c1997.812 GRIF  Customers that count : how to build living relationships with your most valuable customers / Tony Cram. and process / Jay R. c2000. MBS 658. Mt Eliza 658. New York. : Harvard Business School Pub. 1999. Zeithaml. MBS and Mt Eliza 658.
812 CLEG  Knock your socks off service recovery / Ron Zemke. Boston. Andrew C. 2002. [Great Britain] : Wiley Pub. loyalty. Indianapolis. Lee. Mt Eliza 658. profits.. : Harvard Business School. Boynton. Raynor. Boston : Harvard Business School Pub.812 ALEX __________________________________________________________________________________________________ Relationship marketing / September 2007 5 . Chicago. .84 BRID  Invented here : maximizing your organization's internal growth and profitability / Bart Victor.406 VICT The invisible customer : strategies for successful customer service down the wire / Brian Clegg. Mt Eliza 658. c2000. Michael E. c2001. Mt Eliza 658. c2002. New York : AMACOM. 2000.8 HAND Harvard business review on customer relationship management.812 JOHN  The innovator's dilemma : when new technologies cause great firms to fail / Clayton M. New York : McGraw-Hill.W. MBS 658. MBS 658.812 HARV How to measure service quality & customer satisfaction : the informal field-guide for tools and techniques / Chuck Chakrapani. Schultz. San Francisco : Jossey-Bass. New York : Springer-Verlag. : American Marketing Assoc.S. 2000. c1995. Nancy Foy Cameron. MBS 658. 2nd ed. London : Sage Publications.4063 CHRI  Integrating service level agreements : optimizing your OSS for SLA delivery / John J. Michael C.6068 LEE Intelligent enterprise : a knowledge and service based paradigm for industry / James Brian Quinn . MBS 004.8 SCHU  Improving customer satisfaction. MBS 658. Ind. Christensen. Thousand Oaks. 2003.812 HONE  IMC. Ill. c1998. New York : Free Press . Anders Gustafsson. managing and developing key account business / Ken Burnett. with contributions by Martijn Hoogeweegen. Toronto : Maxwell Macmillan Canada . Johnson. Bell. Lyons. Heidi F. Ron Ben-Natan. 2004. foreword by Tom Peters.812 BURN  Handbook of relationship marketing / Jagdish N.514 QUIN International marketing relationships / Sue Bridgewater and Colin Egan. Mt Eliza 658. 2000. c1992. Mass. and Thomas Weesing. New York : Maxwell Macmillan International.Good service is good business : 7 simple strategies for success / Catherine DeVrye. MBS 658. editors. 2001.S. the next generation : five steps for delivering value and measuring financial returns using marketing communication / Don E. : Harvard Business School Press. MBS 658 CHRI The innovator's solution : creating and sustaining successful growth / Clayton M.812 CHAK How to win customers in the digital world : total action or fatal inaction / Peter Vervest and Al Dunn . Calif.W. Frenchs Forest. c2000. MBS 658. Boston.812 DEVR  The handbook of key customer relationship management : the definitive guide to winning. N. MBS 658. MBS 658.812 ZEMK  The knowledge-based organization : four steps to increasing sales. Mass : Harvard Business School Press. Schultz. . N.872 HOW  I-cons : the essential guide to winning and keeping high-value customers / Ross Honeywill and Verity Byth. New York : Palgrave. and profit : an integrated measurement and management system / Michael D. Boston. Chicago : Irwin Professional Pub. Mt Eliza 658. London : Kogan Page. c1997. 1998. MBS 658. Christensen. : Random House.. Milsons Point. : Prentice Hall. and market share / James A. MBS and Mt Eliza 658. c2001. Mass. 2000. Harlow : Financial Times Prentice Hall. Sheth and Atul Parvatiyar. Chip R. Alexander. MBS 658.
Day. 1999. c2003. MBS 658. Schreiber.812 NEWE Loyalty rules! : how today's leaders build lasting relationships / Frederick F. Bell and Bilijack R.812 BELL  Making it personal : how to profit from personalization without invading privacy / Bruce Kasanoff . Reichheld. [foreword by Aaron Zornes]. Jakob B. Jensen. Boston. Mt Eliza 658. Oxford . c2000. London . Joseph Pine II. Malden. New York : Palgrave Macmillan. Gilmore and B. MBS and Mt Eliza 658. : Harvard Business School Press. New York : McGraw-Hill. Cambridge. New York : John Wiley. N. MacMillan.812 GOOD  __________________________________________________________________________________________________ Relationship marketing / September 2007 6 . with Barry Lenson. measuring. Murphy.812 WALK  The market driven organization : understanding. Mt Eliza 658. 2000..812 REIC Magnetic service : secrets for creating passionately devoted customers / Chip R. Ian C. Boston. Mt Eliza 658. attracting.812 MURP Lifestyle and event marketing : building the new customer partnership / Alfred L. c2000. c2004. foreword by Don Peppers and Martha Rogers. Hoboken. Boston : Harvard Business School Press.427 MARK The marking enterprise : business success and societal embedding / Jean-Claude Thoenig. c2005. Goodman. 2001. c2001.8120285 BERS  Monitoring. 2000. New York : Continuum. New York : McGraw-Hill. MBS 659 SCHR Loyalty. Basingstoke : Macmillan. c2000. MBS and Mt Eliza 658. Aldershot : Gower. Cranfield School of Management.812 SPEC  The life belt : the definitive guide to managing customer retention / John A.8 DAY Marketbusters : 40 strategic moves that drive exceptional business growth / Rita Gunther McGrath. 2000. Hedley Smyth. c2003. Dirk Schneider.com : customer relationship management in the new era of Internet marketing / Frederick Newell. California : Berrett-Koehler Publishers. : Harvard Business School Press.8 THOE  Master data management and customer data integration for a global enterprise / Alex Berson. MBS 658.J. San Francisco. Bell. MA : Blackwell Pub.812 PEPP  Managing key clients / Kevin Walker .0684 MANA  Managing customer relationships : a strategic framework / Don Peppers. Sowter.4012 MCGR  Marketing 2. Mt Eliza 658. New York : McGraw-Hill. Mass. Mass. 2003.8 CORB  Marketing high technology services / Colin V. 2001. MBS 670.812 SOBE The management of complex projects : a relationship approach / edited by Stephen Pryke. New Jersey : John Wiley & Sons. MA : Perseus. c2007.00688 SOWT  Marketing management : a relationship marketing perspective / Marketing and Logistics Group. New York : Free Press. Charles Waldman. and keeping valuable customers / George S. MBS 658. Lawrence Dubov . MBS 658. MBS 658.0 : strategies for closer relationships / Gerald Corbae. 2007. MBS 658. c1994. 2006.812 KASA Making rain : the secrets of building lifelong client loyalty / Andrew Sobel.Lessons from the Nordstrom way : how companies are emulating the # 1 customer service company / Robert Spector. MBS 658. Martha Rogers. Mt Eliza 690. and managing customer service / Gary S. with Cliff Ferguson and Paul Denvir.802 MARK Markets of one : creating customer-unique value through mass customization / edited with an introduction by James H. Chichester : Wiley. MBS 658. New York : Springer. Mt Eliza 620. San Francisco : Jossey-Bass. MBS 658. Hoboken. 2001. Mt Eliza 658. : Wiley.
c1997. c1994. MBS 658. and management / Thomas Kern and Leslie P. Willcocks.812 LOVE QoS : measurement and evaluation of telecommunications quality of service / William C. New York : Wiley. MBS 658. MBS 658. Boston : Harvard Business School Press.827 TEMP  __________________________________________________________________________________________________ Relationship marketing / September 2007 7 .. New York : Van Nostrand Reinhold. Oxford : Butterworth-Heinemann. MBS 658.812 HEIL The one to one fieldbook : the complete toolkit for implementing a 1 to 1 marketing program / Don Peppers. MBS 658. MBS 658.] Oxford : Butterworth-Heinemann.8 RELA Romancing the customer : maximizing brand value through powerful relationship management / Paul Temporal and Martin Trott. Ron Faith.812 CHRI Relationship marketing : dialogue and networks in the e-commerce era / Richard J. Hardy. MA : Harvard Business School Press.043 HARD The quest for loyalty : creating value through partnership / edited with an introduction by Frederick F. Singapore .812 VARE Relationship marketing: strategy and implementation / Helen Peck . 1999. NY : Cambridge University Press.834 TURO  One size fits one : building relationships one customer and one employee at a time / Gary Heil. c1999.Net gain : expanding markets through virtual communities / John Hagel III. 2002.723 KERN Relationship marketing : creating stakeholder value / Martin Christopher. Adrian Payne.812 PEPP  The one to one future : building business relationships one customer at a time / Don Peppers & Martha Rogers. New York : Currency Doubleday. Chichester . [2nd ed. Oxford : Oxford University Press. MBS 658. c1999. Chichester : Wiley. Martha Rogers and Bob Dorf.5 LOWS Reaching the interactive customer : integrated services for the digital world / Mai-lan Tomsen. Varey. MBS 658.848 NETW The new market leaders : who's winning and how in the battle for customers / Fred Wiersema.. c2006. UK . Mass.812 RUBI Product plus : how product + service = competitive advantage / Christopher Lovelock.[et al. Deborah C. Boston. MBS 658. Mt Eliza 658. Cook. c1996. Brown and Moosha Gulycz. MBS 658. pulling weeds : identifying your most profitable customers to ensure a lifetime of growth / Janet Rubio. 1997. Oxford : Capstone. David Ballantyne. New York : Pergamon. Tom Parker. c2002. Reichheld . MBS 658. foreword by Scott D. New York : Wiley. Turnbull. 2001. New York : John Wiley & Sons. Arthur G. Cambridge. : MIT Press. MBS 384. MBS 658.84 TOMS The relationship advantage : information technologies. New York. sourcing. Cambridge. 2001. c2001. 2003.812 BROW  Planting flowers. MBS 658.812 WIER Niche envy : marketing discrimination in the digital age / Joseph Turow. MBS 658. New York : McGraw-Hill. Stephens. MBS 658. Chichester : Wiley. c2002. New York : Free Press. Oxford . c1997. Patrick Laughlin. MBS 658. MBS 658. Alan Hunter. 1998. c2002. Chichester : Wiley. Armstrong.812 QUES Quick response : managing the supply chain to meet consumer demand / Bob Lowson.]. c2001. Russell King.800285467 HAGE Network dynamics in international marketing / edited by Peter Naudé and Peter W.812 PEPP  Performance-driven CRM : how to make your customer relationship management vision a reality / Stanley A.
812 SCHN  Services marketing : a European perspective. and value / James L.Scoring points : how Tesco is winning customer loyalty / Clive Humby and Terry Hunt. c2002. Oliver. MBS and Mt Eliza 658. Mt Eliza 658.800994 LOVE  Services marketing : integrating customer focus across the firm / Valarie A. MBS f 658. Cambridge : CSP.812 ARMI  The service profit chain : how leading companies link profit and growth to loyalty. c2003. 2006.W.812 GRON  Service management and marketing : a customer relationship management approach / Christian Grönroos. Barnes. Jr. MBS 658. Rhett Walker. Paul Patterson.812 HARV  The service-dominant logic of marketing : dialog.812 SERV  Service is front stage : positioning services for value advantage / by James Teboul. MBS 658. c2000. Clark. Cristol. W. Thousand Oaks. Schlesinger. Calif.812 HESK Service quality : research perspectives / Benjamin Schneider. Mary Jo Bitner.. Stamatis.J. : SAGE Publications. : M. Wouter De Vries. 2nd ed. Adrian Palmer. Armonk. and directions / Robert F. MBS 658. MBS 658. Piet van Helsdingen. New York : McGraw-Hill. c1997.H. Vargo. clutter. c2003. Jr. New York : John Wiley.812 ABRA  The shape of things to come : seven imperatives for winning in the new world of business / Richard W. New York : Free Press. satisfaction. Paul Hawkes. Peter Sealey. and confusion / Steven M. 2003. c1999. 2nd ed. 3rd ed. Auckland [N. Lusch and Stephen L. MBS 658. MBS 658. London : Irwin/McGraw-Hill.812 HUMB  Secrets of customer relationship management : it's all about how you make them feel / by James G. Boston . Judith Strother.812 TEBO  Service leadership : the quest for competitive advantage / Svafa Grönfeldt . Bill Callaghan.4013 STAM  __________________________________________________________________________________________________ Relationship marketing / September 2007 8 . MBS 658.049 OLIV  Simplicity marketing : end brand complexity. E. Mt Eliza 658. CA : Sage Publications. Zeithaml. c2000.J. Mt Eliza 658. London : Kogan Page.802 LOVE Services marketing : a managerial perspective / Rod McColl. New York : McGraw-Hill.8 ZEIT  Services marketing management : an international perspective / by Kans Kasper. MBS 658. Thousand Oaks. White. [2000?]. 2006.Y. MBS 658. c2001. Leonard A. Frenchs Forest. MBS and Mt Eliza 658. editors. New York : Wiley. Sharpe. MBS 658. N. with Tim Phillips. Susan S. New York : Free Press. debate.8 MCCO  Services marketing : an Asia-Pacific and Australian perspective / Christopher Lovelock. Heskett. : John Wiley & Sons. c2004. c1999. Hoboken. MBS 658. MBS 658. London : Prentice Hall Europe. N.8 KASP The seven myths of customer management : how to be customer-driven without being customer-led / John Abram. c2006. : Prentice Hall. New York : Palgrave Macmillan. Hoboken.] : Reed.S.Z. MBS 658. c2000. 2000. : Wiley. 1999. Chichester .812 BARN Seducing the vigilante customer : winning strategies to guarantee the return of happy customers and healthy profits / Graham Harvey. N.8 CRIS Six sigma for financial professionals / D.8 GRON  The service management audit : a nine step assessment to determine the direction and effectiveness of each service unit in your business / Colin Armistead and Graham R. Hampshire [England] . N. Earl Sasser. 2004. Sydney : McGraw-Hill.
Jagdish N. Boston. New York. MBS 658. Mass. Oxford . Kelly Mooney with Laura Bergheim.e. MBS 658. : Harvard Business School Press. George Kozmetsky. Boston. London : Kogan Page. MBS 658. : Harvard Business School Press.the thirty relationships-.812 BUCH  Why CRM doesn't work : how to win by letting customers manage the relationship / Frederick Newell. c2003. MA : Butterworth-Heinemann. Gamble.812 SCHN Working in partnership : best practice in customer-supplier relations / [edited by] Bernard Burnes and Barrie Dale. c2000. Gordon Adler. New York : Springer. 2002. 2001. N.812 GUMM The ultimate question : driving good profits and true growth / Fred Reichheld. 2006. New York : McGraw-Hill. c2001. MBS 658. Mt Eliza 658. New York : McGraw-Hill. c2000. Leonard A. MBS 658. New York : Wiley. Mass. Merlin Stone and Neil Woodcock. Sheth. Els van Weering. NY : The Free Press. Aldershot : Gower. 2002. W. promotion.4 SMIT Successful customer relationship marketing : new thinking.562 TENN  Strategic relationship marketing / Søren Hougaard. Aldershot : Gower. Schlesinger. new strategies. Earl Sasser. 1999.812 SCHM Winning the service game / Benjamin Schneider. 2003. MBS 658. Hoboken. MBS and Mt Eliza 658. MBS 658. MBS 658.Six Sigma : SPC and TQM in manufacturing and services / Geoff Tennant. England . place-. c2002.812 HOUG  Strategic Six sigma : best practices from the executive suite / Dick Smith and Jerry Blakeslee . Boston. anywhere world / Regis McKenna.812 MCKE Total relationship marketing : marketing strategy moving from the 4Ps-. price. Bowen. MBS and Mt Eliza 658. Aldershot. London : Kogan Page. Mogens Bjerre. MBS 658. 1999. VT : Gower. c2002.of a new marketing paradigm / Evert Gummesson. Buchanan. 2001. London : PA Consulting Group. MBS Careers 658. Sydney : McGraw-Hill. Heskett. 2002. MBS and Mt Eliza 658. c2003.of traditional marketing management to the 30Rs-. David E.8 GAMB  Using smart cards to gain market share / Aneace Haddad.J. customer service and jobs / Richard W. c1995. MBS 658.812 HESK ValueSpace : winning the battle for market leadership : lessons from the world's most admired companies / Banwari Mittal. MBS 658.812 YEH __________________________________________________________________________________________________ Relationship marketing / September 2007 9 .8 WORK Zero Time : providing instant customer value-every time. new tools for getting closer to your customers / Bryan Foss & Merlin Stone. London : Kogan Page. Boston. Burlington. : John Wiley. MBS 658. Keri Pearlson. Mt Eliza 658. c2002.812 MOON  Total access : giving customers what they want in an anytime.product.812 FOSS The ten demandments / by P.812 NEWE  Winning at service : lessons from service leaders / Waldemar Schmidt.883 HADD The value profit chain : treat employees like customers and customers liked [i.8 MITT  Viewpoint on customer relationship management / PA Consulting Group.812 VIEW When customers think we don't care : ending actions that self-destruct companies. : Harvard Business School Press.1554 REIC  Up close and personal? : customer relationship marketing @ work / Paul R. Chichester : Wiley. like] employees / James L. all the time / Raymond Yeh. 2nd ed. 1998. MBS 658. Mass. with Richard Koonce.
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