| Profitability
Play Recommended Reading List |
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The Service
Profit Chain
Heskett, Sasser, & Schlesinger.
The Free Press. 1997 |
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The Tipping
Point
Gladwell, Malcolm.
Little, Brown and Company. 2000 |
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customers.com
Seybold, Patricia.
Times Books. 1998 |
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Return
on Imagination
Wujec & Muscat.
Prentice Hall. 2002 |
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The Relationship-Based
Enterprise: Powering Business Success Through Customer-Relationship
Management
McKenzie, Ray.
McGraw-Hill. 2001 |
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The CRM
Handbook: A Business Guide
to Customer Relationship Management
Dyche, Jill.
Addison Wesley. 2001 |
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The Loyalty
Effect: The Hidden Force Behind Growth, Profits and Lasting
Value
Reichheld, Frederick F.
Harvard Business School Press. 1996 |
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Permission
Marketing: Turning Strangers Into Friends, and Friends
into Customers
Godin, Seth and Peppers, Don.
Simon & Schuster. 1999 |
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Fusion
Leadership: Unlocking the Subtle Forces That Change People
and Organizations
Daft, Richard L. and Lengel, Robert H. Berrett-Koehler
Publishers Inc. 1998 |
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Delivering
Quality Service:
Balancing Customer Perceptions
and Expectations
Zeithaml, Parasuraman, and Berry.
The Free Press. 1990 |
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