Harvard Business Review on Customer Relationship Management 哈佛商业评论之客户关系管理

图书标准信息

• 作者 Harvard Business Review（哈佛商业评论） 著
• 出版社 Harvard Business School Press
• 出版时间 2002-01
• 版次 1
• ISBN 9781578516995
• 定价 170.00元
• 装帧 平装
• 开本 32开
• 纸张 胶版纸
• 页数 224页
• 正文语种 英语
• 丛书 金牌客服系列

【内容简介】

Thiscollectionofcutting-edgearticleswillhelporganizationsunderstandhowtobuildcustomerloyaltythroughuniquerelationship-buildingstrategiessuchaspartnerships,branding,andsuperlativecustomerservice.Contentsinclude:Co-optingCustomerCompetencebyC.K.PrahaladandVenkatramRamaswamy;GetInsidetheLivesofYourCustomersbyPatriciaB.Seybold;TheOldPillarsofNewRetailingbyLeonardL.Berry;WanttoPerfectYourCompany'sService?:UseBehavioralSciencebyRichardB.ChaseandSriramDasu;Don'tHomogenize,SynchronizebyMohanbirSawhney;FiringUptheFrontLinebyJonR.KatzenbachandJasonA.Santamaria;PreventingthePrematureDeathofRelationshipMarketingbySusanFournier,SusanDobscha,andDavidGlenMick;andSeeYourBrandsThroughYourCustomers'EyesbyChrisLedererandSamHill.

【作者简介】

Since1984,HarvardBusinessSchoolPresshasbeendedicatedtopublishingthemostcontemporarymanagementthinking,writtenbyauthorsandpractitionerswhoareleadingtheway.Whetherreadersareseekingbig-picturestrategicthinkingortacticalproblemsolving,adviceinmanagingglobalcorporationsorfordevelopingpersonalcareers,HBSPresshelpsfuelthefireofinnovativethought.HBSPresshasearnedareputationasthespringboardofthoughtforbothestablishedandemergingbusinessleaders.

【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

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