客户关系管理(哈佛商业评论系列) HBR: ON CUSTOMER RELATIONSHIP MANAGE HAR
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出版时间： 1998-12-1字数：版次： 1页数： 192印刷时间： 1998/12/01开本：印次：纸张： 胶版纸I S B N ： 9781578516995包装： 平装内容简介
Collection of cutting-edge articles will help organizations understand how to build customer loyalty through unique relationship-building strategies such as partnerships, branding, and superlative customer service.
目录
Co-opting Customer Competence
C.K. PRAHALAD AND VENKATRAM RAMASWAMY
Get Inside the Lives of Your Customers
PATRICIA B. SEYBOLD
The Old Pillars of New Retailing
LEONARD L. BERRY
Want to Perfect Your Company's Service? Use Behavioral Science
RICHARD B. CHASE AND SRIRAM DASU
Don't Homogenize, Synchronize
MOHANBIR SAWHNEY
Firing Up the Front Line
JON R. KATZENBACH AND JASON A. SANTAMARIA
Preventing the Premature Death of Relationship Marketing
SUSAN FOURNIER, SUSAN DOBSCHA, AND DAVID GLEN MICK
See Your Brands Through Your Customers' Eyes
CHRIS LEDERER AND SAM HILL
About the Contributors
Index
