TY  - BOOK
TI  - Harvard business review on increasing customer loyalty
T2  - Harvard business review paperback series
SN  - 1422162524 (alk. paper)
AV  - HF5415.525 .H37 2011
PY  - 2011///
CY  - Boston, Mass.
PB  - Harvard Business Review Press
KW  - Customer loyalty
KW  - Customer relations
N1  - Includes bibliographical references and index; Machine generated contents note: Stop Trying to Delight Your Customers / Nicholas Toman -- Companies and the Customers Who Hate Them / Youngme Moon -- The One Number You Need to Grow / Frederick F. Reichheld -- Putting the Service-Profit Chain to Work / Leonard A. Schlesinger -- The Mismanagement of Customer Loyalty / V. Kumar -- CRM Done Right / Dianne Ledingham -- Diamonds in the Data Mine / Gary Loveman -- Want to Perfect Your Company's Service? Use Behavioral Science / Sriram Dasu -- Best Face Forward / Bernard J. Jaworski
N2  - How do you keep your customers coming back-and get them to bring others? If you need the best practices and ideas for making your customers loyal and profitable--but don't have time to find them--this book is for you. Here are nine inspiring and useful perspectives, all in one place. This collection of HBR articles will help you: - Turn angry customers into loyal advocates - Get more people to recommend you - Boost customer satisfaction by satisfying your employees - Focus on profitable customers--whether they're loyal or not - Invest in the right CRM technology for your business - Mine customer data for more effective marketing - Increase your customers' lifetime value
ER  -