Winning at Service : Lessons from Service Leaders
Waldemar Schmidt
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Net Worth : Shaping Markets When Customers Make the Rules
John Hagel
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Business Process Mapping : Improving Customer Satisfaction
J. Mike Jacka
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CRM at the Speed of Light, Fourth Edition
Paul Greenberg
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Marketing to the Ageing Consumer : The Secrets to Building an Age-Friendly Business
D. Stroud
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Beyond the Familiar : Long-Term Growth through Customer Focus and Innovation
Patrick (London Business School) Barwise
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Customer Relationship Management
Simon Knox
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Rules to Break and Laws to Follow : How Your Business Can Beat the Crisis of Short-Termism
Don (President and Founder of Marketing 1:1, Inc.) Peppers
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Connected Strategy : Building Continuous Customer Relationships for Competitive Advantage
Nicolaj Siggelkow
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Handbook of CRM
Adrian Payne
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Loyalty Myths : Hyped Strategies That Will Put You Out of Business -- and Proven Tactics That Really Work
Timothy L. Keiningham
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Monitoring, Measuring, and Managing Customer Service
Gary S. (Goodman Communications Corporation in Glendale, Cali Goodman
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What's the Secret? : To Providing a World-Class Customer Experience
John R. DiJulius
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The Ownership Quotient : Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
James L. Heskett
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Unleashing Excellence : The Complete Guide to Ultimate Customer Service
Dennis Snow
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Strategic Customer Service : Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
John Goodman
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Implementing CRM : From Technology to Knowledge
David (University of Warwick) Finnegan
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The Eleventh Commandment : Transforming to "Own" Customers
Sandra Vandermerwe
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Customer Experience Innovation : How to Get a Lasting Market Edge
Robert (Coriolis Innovation, Australia) Dew
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Service Innovation: How to Go from Customer Needs to Breakthrough Services
Lance Bettencourt
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Customer Relationship Management : A Global Perspective
Gerhard Raab
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Just Ask a Woman : Cracking the Code of What Women Want and How They Buy
Mary Lou Quinlan
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The Lifebelt : The Definitive Guide to Managing Customer Retention
John A. Murphy
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Human Sigma : Managing the Employee-Customer Encounter
John H. Fleming
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