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Customer Love   Chip R. Bell
Customer Loyalty: How to Earn It How To Keep It   Jill Griffin
CUSTOMER LOYALTY: How to Earn It, How to Keep It    Jill Griffin
Customer Mania! : It's Never Too Late to Build a Customer-Focused Company   Ken Blanchard et al
Customer Obsession: Your Roadmap to Profitable CRM   Ad Nederlof & Jon Anton
Customer Relationship Management Essentials   John Gosney and Thomas Boehm
Customer Relationship Management: Getting It Right!    Judith W. Kincaid
Customer Relationship Management: Organizational and Technological Perspectives   Federico Rajola
Customer Relationship Marketing   Merlin Stone, Neil Woodcock & Liz Machtynger
Customer Satisfaction is Worthless, Customer Loyalty is Priceless   Jeffrey Gitomer

		Customer Love Author: Chip R. Bell UK Publisher: Berrett-Koehler Publishers ISBN: 1576751090 US Publisher: Executive Excellence ISBN: 1890009784 Quick Review: This work provides the philosophy and practical guidance to enable organizations to elicit customer loyalty. Topics covered include the techniques and strategies to promote a sustainable culture that nurtures the customer, and examples of organizations famed for "customer love". buy UK() buy US($)
		Customer Loyalty: How to Earn It How To Keep It Author: Jill Griffin UK Publisher: Jossey-Bass ISBN: 0787908606 Quick review: Studies show that customer satisfaction does not equate with continued sales—loyal customers are those who resist the competitor’s tempting offers. This pragmatic guide from Jill Griffin outlines a savvy, seven-step process for turning prospects into customers and customers into loyal advocates. Links: See the CRM section of the eArticles Store for the author’’s article on How To Spot Loyal Customers to sample her thinking (don’’t forget to come back to buy the book for more in-depth ‘how tos’ if you like the thinking in the article! The author’s company, MRCI, is listed in the eProducts & Services Store. You can find it by using the A-Z company search list in that store. buy UK() buy US($)
		CUSTOMER LOYALTY: How to Earn It, How to Keep It Author: Jill Griffin UK Publisher: Jossey-Bass ISBN: 0787963887 Quick Review: Call it the perfect storm: A whirlwind of technologies (Internet, etc.) creating a new breed of customer who expects to buy, when, where and how they want to --- colliding head-on with the prototypical company which has not caught up. The result? Storm-weary customers who feel under-whelmed, over-promised, under-served and most importantly, un-loyal-like. Little wonder that the average company today is losing 20 to 40 percent of its customers every year. This sea of customer discontent has made some firms question the basic condition of customer loyalty. “Does it even exist anymore?” they ask. You bet it does, reports customer relationship expert, Jill Griffin. “Look no further than Dell Computer, Proctor and Gamble, or Ace Hardware and you’ll find companies which are consistently earning customer loyalty while their competitors struggle. But these companies would also tell you that in today’s complex marketplace, creating and maintaining customer loyalty is more demanding than ever.” Griffin adds, “Most companies don’t realize that when they take their business to the Web, for example, customer inquiries double or triple. That’s why research finds almost 50% of the most well-known online sites are overwhelmed by customer inquiries and take five or more days to respond, if at all, to even the simplest customer requests.” Griffin expands on these themes further in this new edition of CUSTOMER LOYALTY: How to Earn It, How to Keep It buy UK() buy US($)
		Customer Mania! : It's Never Too Late to Build a Customer-Focused Company Author: Ken Blanchard et al UK Publisher: Free Press ISBN: 0743270282 From the publisher: Customer service is the single most pressing problem for business managers and people in any service or sales operation, especially at the retail level. In fact, many experts believe that you build a business from the customer up. In Customer Mania!, Ken Blanchard, one of America's biggest bestselling authors and inspiring business leaders, writes of the key to customer service -- creating a people-oriented, performance-driven, customer-first organization. Along with co-authors Jim Ballard and Fred Finch, Blanchard explains why the customer is the right starting place from which to build a successful business. By drawing on examples from the world's largest restaurant company, Yum! -- owner of KFC, Taco Bell, Pizza Hut, Long John Silver's, and A&W Restaurants -- the authors explain how any company, large or small, can develop a unified, people-first, customer-oriented culture. buy UK() buy US($)
		Customer Obsession: Your Roadmap to Profitable CRM Author: Ad Nederlof & Jon Anton UK Publisher: ISBN: US Publisher: The Anton Press ISBN: 097196520X Quick Review: The authors use real world examples to explore how to cost-effectively implement CRM as a business strategy, adapt employees to an enterprise-wide CRM strategy, and benchmark CRM performance to achieve best practice results. buy UK() buy US($)
		Customer Relationship Management Essentials Author: John Gosney and Thomas Boehm UK Publisher: Prima Publishing ISBN: 0761528458 As e-business grows, customer service and customer service management are becoming more of an issue. This book seeks to show the circular relationship between suppliers, technology and customers, which together provide the infrastructure for customer support in an e-business environment. buy UK() buy US($)
		Customer Relationship Management: Getting It Right! Author: Judith W. Kincaid UK Publisher: Prentice Hall PTR ISBN: 013035211X Quick Review: Written by the former Director of CRM for HP, now in business for herself. This book tells you how to build a successful CRM program. Starting with a brief review of the state of the marketplace as we entered the 21st century, it provides a working definition of CRM and describes the elements of the total customer experience, focusing on the front-end organizations that directly touch the customer. This book shows you how to identify the elements of CRM that are most important for your organization, how to determine your specific requirements and how to implement the infrastructure necessary to support your top priorities. Kincaid has the book organized around a process that can be used to achieve real results. buy UK() buy US($)
		Customer Relationship Management: Organizational and Technological Perspectives Author: Federico Rajola UK Publisher: Springer-Verlag Berlin and Heidelberg GmbH & Co. KG ISBN: 3540440011 Quick Review: Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management initiatives should be ensured in order to have effective and successful systems. This book offers a solid theoretical and practical perspective on how to face CRM projects, describing the most appropriate technologies and organizational issues that have to be considered. Some explaining cases have been included as well. buy UK() buy US($)
		Customer Relationship Marketing Author: Merlin Stone, Neil Woodcock & Liz Machtynger UK Publisher: Kogan Page ISBN: 0749427000 Quick Review: Relationship marketing is considered by most major corporations to be one of the keys to unlocking the full power of e-commerce in the 21st century. In order that customers and consumers can be targeted (Editor’s note: Ouch! Would you like to be targeted? Thought not. Why does Marketing insist on using this inappropriately aggressive language to refer to customers?) effectively, a lasting relationship with each and every one is required. For this to be effectively achieved, there is a need for long-term strategy and technological investment. But where do businesses start? This practical guide is designed to set any organization on the path to planning CRM strategy and offers advice to ensure long-term success. This second edition is revised to take account of research since the first edition, and contains examples. Links: Merlin’s listing in our eSpeakers Store Descriptions of Swallow, Mummert & Berry Consulting (Merlin is a Director at these companies) in the eProducts & Services Store Merlin’s articles in the eArticles store Merlin’s Close To The Customer Series of Reports in the Research Reports Section of the eResearch Store buy UK() buy US($)
		Customer Satisfaction is Worthless, Customer Loyalty is Priceless Author: Jeffrey Gitomer UK Publisher: Bard Press ISBN: 188516730X Quick Review: If you are still making the mistake of measuring satisfaction when what you really need is to measure loyalty, this is the book to start changing your thinking. buy UK() buy US($)

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