Customer Winback : How to Recapture Lost Customers--And Keep Them Loyal
Jill (Marketing Resources Center, Inc., Austin, Texas) Griffin
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Developing Knowledge-Based Client Relationships
Ross Dawson
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Strategic Customer Management : Integrating Relationship Marketing and CRM
Adrian (Professor, University of New South Wales, Sydney) Payne
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Branded Customer Service: The New Competitive Edge
Janelle Barlow
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Maximizing Call Center Performance : 136 Innovative Ideas for Increasing Productivity and Customer Satisfaction
Madeline Bodin
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Language in Business, Language at Work
Erika Darics
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Customer Relationship Management : Marketing 04.04
Michael J. (Presidnet and CEO of Harvard Computing Group) Cunningham
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Service Quality : New Directions in Theory and Practice
Roland T. Rust
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Satisfying Internal Customers First!
Richard Y. Chang
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Business Process Mapping Workbook : Improving Customer Satisfaction
J. Mike Jacka
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101 Activities for Delivering Knock Your Socks Off Service
Ann Thomas
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Delight Your Customers : 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary
Steve Curtin
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Sport and Policy
Barrie (Loughborough University, Leicestershire, UK) Houlihan
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Winning Her Business : How to Transform the Customer Experience for the World’s Most Powerful Consumers
Bridget Brennan
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Making Customers Matter
Fifty Lessons
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Service Leadership : The Quest for Competitive Advantage
Svafa Gronfeldt
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Six Steps to Customer Happiness
Mark Price
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Games Companies Play : An Insider's Guide to Surviving Politics
Gerry (The Red Marketing Company, UK) Griffin
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Magnetic Service
Chip R. Bell
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The Complete Guide to Customer Support : How to Turn Technical Assistance Into a Profitable Relationship
Joe Fleischer
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Know Your Customer : New Approaches to Understanding Customer Value and Satisfaction
Robert B. (University of Tennessee) Woodruff
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Customer Astonishment : 10 Secrets to World-Class Customer Care
Darby Checketts
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Delivering Fantastic Customer Experience : How to Turn Customer Satisfaction Into Customer Relationships
Daniel Lafreniere
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The Practical Guide to Achieving Customer Satisfaction in Events and Hotels
Philip (Edge Hotel School, University of Essex, UK) Berners
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