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BE OUR GUEST
: Perfecting the art of customer service
by Disney Institute
CustomerCentric
Selling
by Michael Bosworth
Moments of Truth
by Jan Carlzon
Clued In : How
to Keep Customers Coming Back Again and Again
by Lewis Carbone
Successful Large
Account Management
by Tad Tuleja
Angel Customers
and Demon Customers: Discover Which is Which and Turbo-Charge Your
Stock
by Larry Selden, Geoffrey Colvin
The CRM Handbook:
A Business Guide to Customer Relationship Management
by Jill Dyché
The SERVICE
PROFIT CHAIN
by James L. Heskett
Think Like Your
Customer : A Winning Strategy to Maximize Sales by Understanding
and Influencing How and Why Your Customers Buy
by Bill Stinnett
ROI Selling
: Increasing Revenue, Profit, and Customer Loyalty through the 360
Sales Cycle
by Michael Nick, Kurt Koenig
The Nordstrom
Way : The Inside Story of America's #1 Customer Service Company
by Robert Spector, Patrick D. McCarthy
Becoming a Category
of One: How Extraordinary Companies Transcend Commodity and Defy
Comparison
by Joe Calloway
Customers For
Life: How To Turn That One-Time Buyer Into a Lifetime Customer
by CARL SEWELL, PAUL B. BROWN
The Future of
Competition: Co-Creating Unique Value with Customers
by C. K. Prahalad, Venkat Ramaswamy
When Fish Fly
: Lessons for Creating a Vital and Energized Workplace - From the
World Famous Pike Place Fish Market
by John Yokoyama, Joseph Michelli
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