Know thy Customer: How to Follow Marketing's First  Commandment
  Kevin Sharp & Daniel Johnson
 The Dartnell Corporation

  Whether you're a marketing manager, a customer service manager, or anyone involved with -- and affected by --  

  customer satisfaction, "Know Thy Customer!" should be your first resource to answering the ongoing question of

 how to monitor the health of the customer relationship in order to deliver better and more consistent service and satisfaction -- 

to your customers and co-workers throughout your company!

  Know Your Customer: New Approaches to Understanding Customer Value and

 Satisfaction

 Robert B. Woodruff, Sarah Gardial

 Blackwell Publications

 The authors provide some unique approaches to better understanding the path from satisfied customers to those

 that truly value you. They provide a framework for interviewing customers that allows the supplier to gain insight on how the

 customer has made supplier choices in the past. This enable the supplier to create the right product / service attributes that the

 customer will pay for.

  Cracking the Value Code: How Successful Businesses Are Creating Wealth in the New 

  Economy
  Barry Libert

  Harper Business

   New Economy success stories like Charles Schwab, Microsoft, and the Gap have outstripped their older

 industrial-age counterparts because they have devised new business models that hook into "what matters" to

 customers. How? By using their organizational assets--both concrete and intangible--as the building blocks to true customer

 value.

Customers for Life: How to Turn That One-Time Buyer into a Lifetime Customer
Carl Sewell, Tom Peters, Paul B. Brown
Pocket Books

Carl Sewell's proven methods can help entrepreneurs turn their employees into service

superstars, develop effective advertising, and, most importantly, keep customers coming back for more.

  The Wow Factory: Creating a Customer Focus Revolution in Your Business
   Paul Levesque

  Irwin Professional Publications

  This eye-opening book introduces customer focus as a decision that every person in the organization will make,

  everyday. Author Paul Levesque provides the readers with both the reason and the method for injecting the "wow" factor into their most routing customer transactions, regardless of whether their business is a one-person operation or a multinational corporation.

Loyalty.com: Customer Relationship Management in the New Era of Internet Marketing

 Frederick Newell
 McGraw-Hill

To develop loyalty from customers with a world of choices at their fingertips requires a brand-new kind of skill and

ingenuity. This book provides specific, easy-to-implement techniques to create and implement cost-effective and result-driven  CRM (Customer Relationship Management) strategies.

  The Customer Revolution: How to Thrive When Customers 

  Are in Control 
  Patricia Seybold

  It used to be that developing customer relationships in a mass-market economy didn't

  matter. All a successful company had to do was make products that people generally liked--build it and they would come. Patricia Seybold thinks those days are long gone. Thanks to the Internet, customers matter more than ever, and companies that don't get it simply won't make it. In The Customer Revolution she writes, "For the first time in the history of modern business, it's now cost-effective for companies to establish relationships with each and every customer who wants us to know him."

 Customer Loyalty:   How to Earn It; How to Keep It  

 Jill Griffin

 Jossey Bass

 Studies show that customer satisfaction does not equate with continued sales--it is the "loyal" customer who resists

 the competitor's tempting offers. This pragmatic guide outlines a savvy, seven-step process for turning prospects into customers

 and customers into loyal advocates.

Turning Lost Customers Into Gold..and the Art of Achieving Zero Defections
Joan Koob Cannie

AMACOM

The average company loses 20% of its customers a year. But most managers don't realize that retaining a mere 5% of these defectors could boost profits by 25% to 100%--because loyal customers spend more, refer new customers, and are less costly to do business with. This follow-up to Keeping Customers for Life spells out an exciting new approach to understanding customer expectations and providing products and services they truly value.

 Satisfaction, and Value 
 James L. Heskett, W. Earl Sasser, Jr, Leonard A. Schlesinger

 Free Press

 This book pounds home how of profits are possible in successful long-term customer relationships. Marketers    

 may fear the coming of the customer-centric organization, since many processes and functions will be turned  

 upside down in a new kind of reengineering. Employees, however, will rejoice, since the front line is the key to 

 unlocking customer satisfaction.

Top of page