Customer Loyalty and Success

✍ Scribed by James J. Lynch (auth.)

Publisher: Palgrave Macmillan UK
Year: 1995
Tongue: English
Leaves: 306
Edition: 1
Category: Library

No coin nor oath required. For personal study only.

✦ Synopsis

This new book focusses upon customer care in relation to Human Resource Management issues and strategic planning. It addresses the objective of customer loyalty and retention in relation to business success and shows how this can integrate a company's strategy with regard to Marketing, Human Resource Management, Quality and Management of Change. This is an innovative book in a topical area that draws upon case study material.

✦ Table of Contents

Front Matter....Pages i-xiv
Tomorrow’s Customer is Today’s....Pages 1-23
Moving beyond Marketing....Pages 24-65
Creating and Sustaining Loyalty Advantage....Pages 66-97
The Three Dimensions of Customer Retention....Pages 98-130
Customer Input Management....Pages 131-160
Not just Caring but Sharing....Pages 161-187
Not just Receiving but Resourcing....Pages 188-207
Not just Value Seeking but Values Searching....Pages 208-236
Not Just Shopping but Shaping....Pages 237-264
Not just Synergy but Symbiosis....Pages 265-287
Back Matter....Pages 289-292

✦ Subjects

Management; Business Strategy/Leadership; Marketing; Customer Relationship Management

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