Books on Customer Management

Beyond "e": 12 Ways Technology is Transforming Sales and Marketing
By: Stephen Diorio

The dizzying barrage of new marketing technologies is leading to confusion, the rule of "hype," and bad marketing investments and decisions. Beyond "e" is designed to help sales and marketing executives look beyond current e-business fads to understand the fundamentals that will distinguish sales and marketing leaders in the future. The book provides a blueprint for using advances in technology-including but not limited to the Web-to get more marketing power for less money.




Branded Customer Service: The New Competitive Edge
By: Janelle Barlow, Paul Stewart

Branded Customer Service breaks new ground with an assertion that brand equity is built not just through advertising and public relations, but also through the human exchange of customer service. Customer relations experts Janelle Barlow and Paul Stewart have a passion for branding and explain in practical terms how to take a defined, recognizable brand position and then make it live through delivery of service.



Building Customer Loyalty
By: Joanna Brandi

Ever ask the question: "How many customers do we lose every year?" Chances are you haven’t. Most businesses are so busy trying to get new customers in the front door that they pay far too little attention to the ones that are walking out the back! Whether you’re challenged by today’s "soft" economy or you’ve been able to hold your own, one thing’s for sure: Customer Loyalty remains the key to your business success. Your customers ARE your bottom line. And if their business goes elsewhere, so will your profits!


Building Your Customer Strategy: A Guide to Creating Profitable Customer Relationships
By: James Barnes

Before managers and marketers can decide how to develop relationships with customers, they have to know who their customers are and what's central to their lives--and they must have a strategy. In Build Your Customer Strategy, internationally recognized customer relationships expert Jim Barnes uses real-life examples to demonstrate how companies use customer insight to drive strategy. This action-oriented guide will help CEOs, customer service managers, and marketing executives develop relationship strategies based on the customer's definition of value.


Call Center Management: By the Numbers
By: Jon Anton, Jodie Monger, Debra Perkins

With the emergence of the callcenter as a critical part of the corporate customer service strategy, management of the callcenter has moved from a reactive "fire-fighting" style to a more proactive tactical style of professional management. Management requires real-time, focused measurement of process variables. Measurements drive behavior, and "you get what you measure and reward." The primary purpose of this book is to provide new professional callcenter managers with a methodology for "managing their callcenter by the numbers."


Care Packages for Your Customer
By: Barbara Glanz

This is the ideal hands-on guide that will keep your customers coming back for more. The book's ingenious, ready-to-use format includes work sheets, checklists, self-assessments, brainstorming exercises, and 52 specific, customer-focused ideas that will improve service, increase sales, and help ensure continuing success.



Chief Customer Officer: Getting Past Lip Service to Passionate Action
By: Jeanne Bliss

Customer relationships expert Jeanne Bliss draws on her experience with Microsoft, Allstate, Land's End, and other firms to explain why "customer-centric" initiatives fail and why companies continue to ignore their customers. Using numerous case studies and CEO interviews, she tells how to break the cycle of mediocrity and provides a blueprint for changing customer relations at the core of the company. Bliss outlines the job description of the "Chief Customer Officer" (CCO)--providing readers with a CCO toolkit--and shows why every company needs one.


Collaborative Customer Relationship Management
By: Alexander H. Kracklauer, Daniel Q. Mills

Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. In this context, new strategic frameworks and cooperation with everybody along the whole value chain are needed to allow managers to deal with the changes in shopping patterns of consumers. This book presents a new strategic framework that has been tested successfully with various global companies.


Competing for Customers and Capital
By: Victor J. Cook, Jr.

Not only do the goals of marketing departments often fail to match those of finance, they sometimes outright conflict. The two departments speak different languages, they have no clear link, and -- bottom line -- the markets for customers and investors are separate. But one innovative book can change everything. Creating Market Value illustrates a cause-and-effect model of relationships between marketing and finance based on a common language, economic theory, and financial accounting data. This model links intangible assets to the market value of firms. Breaking with the tradition of valuing companies based on unrelated ratios and metrics, Dr. Victor Cook identifies three metrics that bind marketing and finance: the Value Sales Principle, the Rule of Maximum Earnings, and the Competitive Valuation Paradigm.


Converting Customer Value: From Retention to Profit
By: J. Burton, J. Kitshoff, John J. Murphy, R. Gleaves

A company exists to make profit, and everything it does is merely a step towards that goal. Many are trying to get closer to their customers, but few realise how crucial this is to corporate value. Indeed, the value of a company is perhaps best described as the sum of future profits from customers, discounted to a present value. Now, with that in mind, imagine a company that could discover and nurture its most profitable customers, and see actual cash flows for each relationship. It would know exactly where it was headed and how to get there. By fully implementing the Customer Management Integration Framework delivered in this book, any company can achieve this, and manage its key customers to deliver higher and more resilient levels of profitability.


Creating Competitive Advantage: Give Customers a Reason to Choose You Over Your Competitors
By: Jaynie L. Smith, William G. Flanagan

Whether you are a retailer, manufacturer, distributor, or service provider – if you cannot answer this question, you are surely losing customers, clients and market share. This eye-opening book reveals how identifying your competitive advantages (and trumpeting them to the marketplace) is the most surefire way to close deals, retain clients, and stay miles ahead of the competition.


CRM at the Speed of Light
By: Paul Greenberg

This book covers in depth the current CRM and eCRM software on the market. The author covers the theory behind CRM at the start then moves through the precurors of CRM such as Sales Force Automation software. Other topics covered are: sales management, marketing automation, personalization, partner relationship , call centers and integration with ERP applications. The focus of the book are current CRM packages which are Internet(e-business) enabled. The best part of the book are the detailed reviews of current CRM packages based on the authors experience.


Customer Relationship Management
By: V. Kumar, Werner Reinartz

Customer Relationship Management: A Databased Approach offers the promise of maximized profits for today's highly competitive businesses. This innovative book provides readers with the tools and techniques to effectively use CRM. It emphasizes the utilization of database marketing in order to build strong and profitable customer relationships. Kumar first describes how to implement database marketing and then looks at recent advances in CRM applications.


Driving Customer Equity
By: Roland T. Rust, Valarie A. Zeithaml, Katherine N. Lemon

In their efforts to become more customer-focused, companies everywhere find themselves entangled in outmoded systems, metrics, and strategies rooted in their product-centered view of the world. Now, to ease this shift to a customer focus, marketing strategy experts Roland T. Rust, Valarie A. Zeithaml, and Katherine N. Lemon have created a dynamic new model they call "Customer Equity," a strategic framework designed to maximize every firm's most important asset, the total lifetime value of its customer base.


The Emergence of The Relationship Economy
By: Scott Allen, Jay Deragon, Margaret Orem, Carter Smith; Forward by Doc Searls, Co-Author of The Cluetrain manifesto

Social computing and the medium of social networks are creating a revolution that is similar to the industrial revolution of the 19th century but on a global scope. In addition, there is a communication revolution with the development of advanced communications tools and proxies.


Essentials of Marketing Research, 2nd Edition
By: David A. Aaker, V Kumar, George S. Day

Contains detailed discussions of the process, with numerous examples from the industry. * Coverage on international marketing research expands the readers' ability to deal with issues that are not encountered in the domestic country research. * Discussion on how to apply marketing research in various marketing applications is presented. This Book does Not include a CD-Rom


Handbook of CRM: Achieving Excellence through Customer Management
By: Adrian Payne

Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field.
It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it.


Instant Repeat Business: Loyalty Strategies that Keep Customers Coming Back
By: Bradley J. Sugars

Your promotional campaign worked like a charm and the flow of new customers has been phenomenal. So why are your profits lagging? Maybe because while you were busy chasing after new customers you overlooked your old ones. Self-made millionaire and entrepreneurial expert Brad Sugars shows you how to cultivate a big base of loyal customers who buy, buy, and buy again.


International Marketing Research
By: V. Kumar

Offering a sound theoretical base supported by relevant and current examples, this practical, detailed, and well-documented guide takes readers through all phases of developing and conducting international marketing research - from analyzing the nature and scope of the research, to the preliminary stages, gathering data, designing the questionnaires, sampling, analyzing the data, and more - plus includes numerous country-specific examples and provides valuable training in using the Internet for research purposes.


Loyalty Myths
By: Timothy L. Keiningham, Terry G. Vavra, Lerzan Aksoy,
Henri Wallard

In Loyalty Myths, the authors have assembled 53 of the most common beliefs about customer loyalty – all of them wrong or misconceived! Each of the beliefs in this book is debunked with real-world examples. While other books speak in platitudes; this book is the only one to validate each proposition with real data. Granted unprecedented access to customer records from a variety of multi-national corporations. Through these records, Ipsos Loyalty was able to precisely track the impact of this customer-centric construct on actual purchasing behavior. The authors’ findings and conclusions will stun business leaders around the world. The lessons learned from these provide a true guide for the proper use of customer loyalty.


Loyalty Rules!: How Today's Leaders Build Lasting Relationships
By: Frederick F. Reichheld

In this provocative yet practical book, Fred Reichheld argues that loyalty provides the acid test for leadership in today's volatile business environment, and that most leaders deserve failing grades. Reichheld's 1996 international bestseller, The Loyalty Effect, set out his theory and convincingly established the link between loyalty and bottom-line profits.


Magnetic Service: Secrets for Creating Passionately Devoted Customers
By: Bilijack R. Bell, Chip R. Bell, Rich Teerlink (Foreword by)

The ideal customer defends, champions, forgives, and commits to a company or brand for the long term — but how can a business create such long-lasting loyalty? Chip and Bilijack Bell explain how in Magnetic Service, based on examples of real companies who have done just that. Written in a lively, accessible style, the book shows that loyalty comes not from allegiance to a product but from compelling experiences. Using case studies, the authors explain the concept of "magnetic service" that turns casual customers into loyal and enduring fans.


Managing Customer Relationships: A Strategic Framework
By: Don Peppers, Martha Rogers

In today’s competitive marketplace, managing customer relationships or customer relationship management (CRM) is critical to a company’s profitability and long-term success. To become more customer-focused, skilled managers, IT professionals, and marketing executives must understand how to build profitable relationships with each customer and how to make everyday managerial decisions that increase the value of a company by increasing the value of the customer base. The goal is to build long-term relationships with customers and generate increased customer loyalty and higher margins. In Managing Customer Relationships, Don Peppers and Martha Rogers, credited with founding the customer-relationship revolution in 1993 when they coined the term "one-to-one marketing," provide the definitive overview of what it takes to keep customers coming back.


Managing Customers as Investments
By: Donald R. Lehmann, Sunil Gupta

Through practical examples and case studies, you'll learn a rigorous yet simple approach to estimating the lifetime value of your customers—and how you can use that information to make better tactical and strategic decisions. You'll learn how customer value calculations impact customer acquisition, service, retention, and segmentation—as well as strategic M&A and alliance decisions.


Marketing Research, 8th Edition
By: David A. Aaker, V Kumar, George S. Day

Relevant and recent examples and citations. * In-depth coverage of e-commerce and database marketing. * Cases and problems cover a wide range of products and organizations. * Takes readers step by step through the entire marketing research process, describing the most advanced and current methodologies.


Predicting Market Success: New Ways To Measure Customer Loyalty and Engage Consumers with Your Brand
By: Robert Passikoff, Ph.D

Predicting Market Success is a comprehensive and practical guide to leading-edge engagement, with leading-indicator research and planning. Today's customers represent a new breed of hyper-informed, brand-savvy individuals. Brands not directly aligned with their values are doomed. Predicting Market Success describes how any marketer can implement predictive methods of loyalty and research, helping marketers accurately "hear" and interpret customers' values and expectations - translating into engagement opportunities.


Reinventing Your Contact Center: A Manager's Guide to Successful Mutli-Channel CRM
By: Natalie L. Petouhoff, Lana M. Ruffins, Lisa M. Schwartz

Emphasizing the worth of positive customer interactions, Re-Inventing Your Contact Center provides tools for building the very best multi-channel customer relationship management system. Learn why customer contact centers are so valuable to the company's bottom line. Discover how to keep employees motivated, challenged and committed. Understand the multiple channels used to communicate effectively with consumers.


Researching Customer Satisfaction and Loyalty
By: Paul Szwarc

"Researching Customer Satisfaction and Loyalty" is a vital guide to this expanding area. It examines how to research customer satisfaction from both a client and a supplier perspective, and how to get the best results from that research. The breadth of detail is exhaustive and topics covered include: the development of customer satisfaction and loyalty, management theories about it, qualitative and quantitative research, and how market research projects get commissioned.


Satisfaction: How Every Great Company Listens to the Voice of the Customer
By: Chris Denove, James Power

Although most businesses pay lip service to putting customers first, few actually listen to the voice of the customer and use it as a tangible asset. In this book, J. D. Power and Associates provides an insider’s perspective on some of the most successful companies on the planet. Corporate giants such as Toyota and Staples and local legends like Mike Diamond Plumbing all use customer satisfaction as their key to market dominance.


Sell the Brand First: How to Sell Your Brand and Create Lasting Customer Loyalty
By: Dan Stiff, John Schiech (Foreword by)

Sell the Brand First reveals a fresh, highly effective way to close the sale: by selling to your customers from brand strength. Corporate trainer and brand selling specialist Dan Stiff shares his proven Brand Staircase Method - a four-step process that shows you how to hone in on your customers' mind-sets, create sales pitches based on how your brand fits into your consumers' lifestyles, and fully satisfy the trade buyers' needs and expectations.


Superior Customer Service: How to Keep Customers Racing Back to Your Business
By: Atlantic Publishing Company, Denise S. Starcher (Foreword by)

Superior Customer Service – How to Keep Customers Racing Back to Your Business-Time Tested Examples from Leading Companies is a book examining the power of customer service and why some businesses are successful and why others fall on their face. The revolving theme of the book always comes back to the term called “consideration”. People are human and deep inside everyone wants to feel that they are worth your company’s time and effort. The author, Dan Blacharski, does a great job of explaining that it is human nature to receive strokes and accolades for great service.


The Kindness Revolution: The Company-Wide Culture Shift that Inspires Phenomenal Customer Service
By: Ed Horrell

For organizations large and small, of any size or industry, The Kindness Revolution is a wake-up call to change the way your company thinks about its employees, and to practice the basic values of dignity, respect, courtesy, and kindness from top to bottom throughout your organization.


The Loyalty Effect
By: Frederick F. Reichheld, Thomas Teal

Fred Reichheld's national bestseller The Loyalty Effect shows why companies that ignore these skyrocketing defections face a dismal future of low growth, weak profits, and shortened life expectancy. Reichheld demonstrates the power of loyalty-based management as a highly profitable alternative to the economics of perpetual churn. He makes a powerful economic case for loyalty-and takes you through the numbers to prove it. His startling conclusion: Even a small improvement in customer retention can double profits in your company. The Loyalty Effect will change the way you think about loyalty, profits, and the nature of business.


The Marketing Mavens
By: Noel Capon

Noel Capon is the R.C. Kopf Professor of International Marketing and past Chair of the Marketing Division, Columbia Business School. Educated primarily in Great Britain, Professor Capon earned B.Sc. and Ph.D. degrees in Chemistry from University College, London University. He also received degrees in Business Administration from Manchester (Dip. BA), Harvard (MBA), and Columbia Business School (Ph.D.). He currently also holds the position of Distinguished Visiting Professor at Manchester Business School.


The Ultimate Question: For Unlocking the Door to Good Profits and True Growth
By: Frederick F. Reichheld

Based on extensive research, The Ultimate Question shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation. Vivid stories from leading-edge organizations illustrate the ideas in practice. Practical and compelling, this is the one book—and the one tool—no growth-minded leader can afford to miss.


What Customers Really Want: Bridging the Gap Between What Your Company Offers and What Your Clients Crave
By: Scott McKain

Business executive Scott McKain addresses the biggest obstacle to revenue for businesses in the twenty-first century-the disconnect between what customers seek and what organizations deliver. Drawing from his experience as Vice Chairman of a $100 million organization, McKain reveals how to provide a superior client experience and maintain customer loyalty.