Harvard Business Review on Customer Relationship Management

Collectif Harvard Business School Press

192 pages, parution le 14/02/2002

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Résumé

The Harvard Business Review Paperback Series is designed to bring today's managers and professionals the fundamental information they need to stay competitive in a fast-moving world. From the preeminent thinkers whose work has defined an entire field to the rising stars who will redefine the way we think about business, here are the leading minds and landmark ideas that have established the Harvard Business Review as required reading for ambitious businesspeople in organizations around the globe.

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

"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

About the Contributors

Index

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Caractéristiques techniques

	PAPIER
Éditeur(s)	Harvard Business School Press (HBS)
Auteur(s)	Collectif Harvard Business School Press
Parution	14/02/2002
Nb. de pages	192
Format	14 x 21
Couverture	Broché
Poids	273g
Intérieur	Noir et Blanc
EAN13	9781578516995
ISBN13	978-1-57851-699-5