"If you are
not thinking customer, you are not thinking."
– Theodore Levitt
Accelerating customer relationships: using CRM and relationship technologies
Swift, Ronald S. Accelerating customer relationships: using CRM and relationship technologies. Upper Saddle River, NJ: Prentice Hall PTR; 2001. xxi, 480 p $34.99. ISBN: 0130889849.
Call Number: HF5415.5 .S95 2001 (Library West)
Angel customers & demon customers: discover which is which and turbo-charge your stock
Selden, Larry and Colvin, Geoffrey. Angel customers & demon customers: discover which is which and turbo-charge your stock. New York: Portfolio; 2003. 243 p $27.95. ISBN: 1591840074 (alk. paper).
Call Number: HF5415.5 .S449 2003 (Library West)
Anytime, anywhere: how the best bricks-and-clicks businesses deliver seamless service to their customers
Spector, Robert. Anytime, anywhere: how the best bricks-and-clicks businesses deliver seamless service to their customers. Cambridge, MA: Perseus; 2002. x, 273 p $27.00. ISBN: 0738205109.
Call Number: HF5415.5 .S62 2002 (Library West)
The brave new service strategy: aligning customer relationships, market strategies, and business structures
Gutek, Barbara A; Welsh, Theresa M, and NetLibrary, Inc. The brave new service strategy: aligning customer relationships, market strategies, and business structures. New York: AMACOM; 2000. xvi, 316 p electronic resource. ISBN: 0585317747 (electronic bk.).
Call Number: netLibrary
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=23385
Building customer-based project organizations
Pinto, Jeffrey K and Rouhiainen, Pekka. Building customer-based project organizations. New York: John Wiley & Sons; 2001. xvi, 220 p $70.00. ISBN: 0471385093 (cloth : alk. paper).
Call Number: HD69.P75 P5495 2001 (Library West & netLibrary)
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=63210
Building data mining applications for CRM
Berson, Alex; Smith, Stephen; Thearling, Kurt, and NetLibrary, Inc. Building data mining applications for CRM. New York: McGraw-Hill; 2000. xxvii, 510 p electronic resource. ISBN: 0071372717 (electronic bk.).
Call Number: netLibrary
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=54425
Building the customer-centric enterprise: data warehousing techniques for supporting customer relationship management
Imhoff, Claudia; Loftis, Lisa; Geiger, Jonathan G, and NetLibrary, Inc. Building the customer-centric enterprise: data warehousing techniques for supporting customer relationship management. New York: Wiley; 2001. xxiv, 487 p electronic resource. ISBN: 0471437638 (electronic bk.).
Call Number: netLibrary
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=56678
Built for use: driving profitability through the user experience
Donoghue, Karen and NetLibrary, Inc. Built for use: driving profitability through the user experience. New York: McGraw-Hill; 2002. xxvi, 262 p electronic resource. ISBN: 0071406271 (electronic bk.).
Call Number: netLibrary
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=67284
Business process mapping: improving customer satisfaction
Jacka, Mike J and Keller, Paulette J. Business process mapping: improving customer satisfaction. New York: Wiley; 2002. xv, 300 p $49.95. ISBN: 0471079774 (cloth : alk. paper).
Call Number: HF5415.335 .J33 2002 (Library West)
Collaborative customer relationship management: taking CRM to the next level
Kracklauer, Alexander H; Mills, Daniel Quinn, and Seifert, Dirk. Collaborative customer relationship management: taking CRM to the next level. New York: Springer-Verlag; 2004. 273 p $49.95. ISBN: 3540002278.
Call Number: HF5415.5 .C615 2004 (Library West, In Process)
Communities of commerce: building internet business communities to accelerate growth, minimize risk, and increase customer loyalty
Bressler, Stacey E and Grantham, Charles. Communities of commerce: building internet business communities to accelerate growth, minimize risk, and increase customer loyalty. New York: McGraw Hill; 2000. x, 324 p $24.95. ISBN: 0071361154.
Call Number: HD30.37 .B74 2000 (Library West)
Crafting customer value: the art and the science
Duchessi, Peter. Crafting customer value: the art and the science. West Lafayette, IN: Purdue University Press; 2001. 193 p $34.95. ISBN: 1557532311 (alk. paper).
Call Number: HF5415.525 .D83 2001 (Library West)
Creating customer value through strategic marketing planning: a management approach
Nijssen, E. J and Frambach, Ruud T. Creating customer value through strategic marketing planning: a management approach. Boston: Kluwer Academic; 2001. 152 p ISBN: 0792372727 (hardbound : alk. paper).
Call Number: HF5415.135 .N55 2001 (Library West)
CRM at the speed of light: capturing and keeping customers in Internet real time
Greenberg, Paul. CRM at the speed of light: capturing and keeping customers in Internet real time. Berkeley, Calif, London: Osborne; 2001. 274 p $29.99. ISBN: 0072127821.
Call Number: HF5415.5 .G695x 2001 (Library West)
The CRM handbook: a business guide to customer relationship management
Dyche, Jill. The CRM handbook: a business guide to customer relationship management. Boston: Addison-Wesley; 2002. 307 p $39.99. ISBN: 0201730626.
Call Number: HF5415.5 .D93 2002 (Library West)
Customer behavior: consumer behavior & beyond
Sheth, Jagdish N; Mittal, Banwari, and Newman, Bruce I. Customer behavior: consumer behavior & beyond. Fort Worth, TX: Dryden Press; 1999. 1 v. (various pagings) col. ill. $93.00. ISBN: 003098016X (pbk.).
Call Number: HF5415.32 .S54 1999 (Library West)
Customer care: how to create an effective customer focus
Cook, Sarah and NetLibrary, Inc. Customer care: how to create an effective customer focus. 3rd ed. London: Kogan Page; 2000. viii, 215 p electronic resource. ISBN: 0585384460 (electronic bk.).
Call Number: netLibrary
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=62802
The customer-centered enterprise how IBM and other world-class companies achieve extraordinary results by putting customers first
Thompson, Harvey and NetLibrary, Inc. The customer-centered enterprise how IBM and other world-class companies achieve extraordinary results by putting customers first. New York: McGraw-Hill; 2000. xv, 245 p electronic resource. ISBN: 0071352104; 0071371400 (electronic bk.).
Call Number: HF5415.5 .C837 2000 (Library West & netLibrary)
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=38776
Customer.Community: unleashing the power of your customer base
Banks, Drew and Daus, Kim. Customer.Community: unleashing the power of your customer base. 1st ed. San Francisco: Jossey-Bass; 2002. xxiii, 254 p $26.95. ISBN: 078795621X (The Jossey-Bass business & management series.
Call Number: HF5415.5 .B363 2002 (Library West)
The customer differential: the complete guide to implementing customer relationship management
Nykamp, Melinda and NetLibrary, Inc. The customer differential: the complete guide to implementing customer relationship management. New York: AMACOM; 2001. x, 212 p electronic resource. ISBN: 0814425658 (electronic bk.).
Call Number: netLibrary
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=56744
Customer equity: building and managing relationships as valuable assets
Blattberg, Robert C; Getz, Gary, and Thomas, Jacquelyn S. Customer equity: building and managing relationships as valuable assets. Boston, Mass: Harvard Business School Press; 2001. xix, 228 p $29.95. ISBN: 0875847641 (alk. paper).
Call Number: HF5415.55 .B585 2001 (Library West & Books24x7)
http://www.books24x7.com/marc.asp?isbn=0875847641
Customer experience management: a revolutionary approach to connecting with your customers
Schmitt, Bernd. Customer experience management: a revolutionary approach to connecting with your customers. New York: Wiley; 2003. xiv, 242 p $27.95. ISBN: 0471237744.
Call Number: HF5415.55 .S35 2003 (Library West)
Customer loyalty: how to earn it, how to keep it
Griffin, Jill. Customer loyalty: how to earn it, how to keep it. Rev. ed. San Francisco: Jossey-Bass; 2002. 252 p $17.95. ISBN: 0787963887.
Call Number: HF5415.5 .G75 2002 (Library West & Books24x7)
http://www.books24x7.com/marc.asp?isbn=0787963887
The customer loyalty solution: what works and what doesn't in customer loyalty programs
Hughes, Arthur Middleton. The customer loyalty solution: what works and what doesn't in customer loyalty programs. New York: McGraw-Hill; 2003. xix, 364 p $29.95. ISBN: 0071363661 (hardcover).
Call Number: HF5415.126 .H8423 2003 (Library West & Books24x7)
http://www.books24x7.com/marc.asp?isbn=0071363661
Customer orientation and market action
Johnson, Michael D. Customer orientation and market action. Upper Saddle River, NJ: Prentice Hall; 1998. 183 p $58.21. ISBN: 0133286673 (pbk.).
Call Number: HF5415.5 .J639 1998 (Library West)
Customer relationship management
Anderson, Kristin; Kerr, Carol, and NetLibrary, Inc. Customer relationship management. New York: McGraw-Hill; 2002. xii, 164 p electronic resource. ISBN: 0071394125 (electronic bk.) (Briefcase books series.
Call Number: netLibrary
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=65795
Customer relationship management systems handbook
Sharp, Duane E. Customer relationship management systems handbook. Boca Raton, Fla: Auerbach; 2003. xxi, 242 p $69.95. ISBN: 0849311438 (alk. paper).
Call Number: HF5415.5 .S5199 2003 (Library West)
Customer relationships
Cartwright, Roger. Customer relationships. Oxford: Capstone; 2003. 110 p ISBN: 1841125059 (electronic bk.).
Call Number: netLibrary
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=92748
The customer revolution: how to thrive when customers are in control
Seybold, Patricia B; Lewis, Jeffrey M, and Marshak, Ronni T. The customer revolution: how to thrive when customers are in control. 1st ed. New York: Crown Business; 2001. xvii, 395 p $27.50. ISBN: 0609607723.
Call Number: HD70.U5 S436 2001 (Library West)
Customer winback: how to recapture lost customers and keep them loyal
Griffin, Jill and Lowenstein, Michael W. Customer winback: how to recapture lost customers and keep them loyal. 1st ed. San Francisco: Jossey-Bass; 2001. xxii, 314 p $28.95. ISBN: 0787959448 (The Jossey-Bass business & management series.
Call Number: netLibrary
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=59875
Customers are people-: the human touch
McKean, John and NetLibrary, Inc. Customers are people-: the human touch. Chichester: Wiley; 2003. x, 313 p electronic resource. ISBN: 0470856505 (electronic bk.).
Call Number: HF5415.5 .M35 2003eb (netLibrary)
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=81185
Customers.com: how to create a profitable business strategy for the Internet and beyond
Seybold, Patricia B and Marshak, Ronni T. Customers.com: how to create a profitable business strategy for the Internet and beyond. 1st ed. New York: Times Business; 1998. xx, 360 p ISBN: 0812930371.
Call Number: HF5415.5 .S49 1998 (Library West)
Data mining explained: a manager's guide to customer-centric business intelligence
Delmater, Rhonda and Hancock, Monte. Data mining explained: a manager's guide to customer-centric business intelligence. Butterworth-Heinemann; 2000.$39.95. ISBN: 1555582311.
Call Number: QA76.9 .D343 D45 2000 (Library West)
Designing a data warehouse: supporting customer relationship management
Todman, Chris. Designing a data warehouse: supporting customer relationship management. Upper Saddle River, N.J: Prentice Hall PTR; 2001. xxi, 323 p $49.95. ISBN: 0130897124 (pbk.) (Hewlett-Packard professional books.
Call Number: QA76.9.D3 T6 2001 (Library West)
Developing a market orientation
Deshpande, Rohit and Marketing Science Institute. Developing a market orientation. Thousand Oaks, Calif: Sage Publications; 1999. vii, 320 p ill. $29.95. ISBN: 076191692X (acid-free paper). 0761916938 (pbk. : acid-free paper).
Call Number: HF5415.2 .D44 1999 (Library West)
Driving customer equity: how customer lifetime value is reshaping corporate strategy
Rust, Roland T; Zeithaml, Valarie A, and Lemon, Katherine N. Driving customer equity: how customer lifetime value is reshaping corporate strategy. New York: Free Press; 2000. xii, 292 p $28.00. ISBN: 0684864665.
Call Number: HF5415.5 .R87 2000 (Library West)
The E-Privacy imperative: protect your customers' Internet privacy and ensure your company's survival in the electronic age
Merkow, Mark S; Breithaupt, Jim, and NetLibrary, Inc. The E-Privacy imperative: protect your customers' Internet privacy and ensure your company's survival in the electronic age. New York: AMACOM; 2002. xi, 267 p electronic resource. ISBN: 0585394806 (electronic bk.).
Call Number: HF5548.32 .M47 2002eb (netLibrary)
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=66745
E-Service: new directions in theory and practice
Rust, Roland T and Kannan, P. K. E-Service: new directions in theory and practice. Armonk, N.Y: M.E. Sharpe; 2002. xii, 336 p $79.95. ISBN: 0765608065 (hc : alk. paper).
Call Number: HF5548.32 .E1875 2002 (Library West)
Emotion marketing: the Hallmark way of winning customers for life
Robinette, Scott; Brand, Claire, and Lenz, Vicki. Emotion marketing: the Hallmark way of winning customers for life. New York: McGraw-Hill; 2001. 247 p $24.95. ISBN: 0071364145.
Call Number: HF5415 .R5553 2001 (Library West & netLibrary)
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=55577
eProcess edge: creating customer value and business wealth in the Internet era
Keen, Peter. eProcess edge: creating customer value and business wealth in the Internet era. Berkeley: Osborne/McGraw-Hill; 2000. 300 p $29.99. ISBN: 0072126264.
Call Number: HD30.28 .K44 2000 (Library West)
Essentials of CRM: a guide to customer relationship management
Bergeron, Bryan P. Essentials of CRM: a guide to customer relationship management. New York: Wiley; 2002. 220 p $29.95. ISBN: 0471206032 (pbk. : alk. paper) (Essentials series.
Call Number: HF5415.5 .B454 2002b (Library West)
The experience economy: work is theatre & every business a stage
Pine, B. Joseph and Gilmore, James H. The experience economy: work is theatre & every business a stage. Boston: Harvard Business School Press; 1999. xii, 254 p ill. $24.95. ISBN: 0875848192.
Call Number: HF5415.15 .P56 1999 (Library West)
Fish!: a remarkable way to boost morale and improve results
Lundin, Stephen C; Paul, Harry, and Christensen, John. Fish!: a remarkable way to boost morale and improve results. 1st ed. New York: Hyperion; 2000. 112 p $19.95. ISBN: 0786866020.
Call Number: HF5549.5.M63 L86 2000 (Library West)
Fish! tales: real stories to help you transform your workplace and your life
Lundin, Stephen C; Paul, Harry, and Christensen, John. Fish! tales: real stories to help you transform your workplace and your life. New York: Hyperion; 2002. viii, 176 p $19.95. ISBN: 0786868686.
Call Number: HF5549.5.M63 L862 2002 (Library West)
Futurize your enterprise: business strategy in the age of the e-customer
Siegel, David. Futurize your enterprise: business strategy in the age of the e-customer. New York: John Wiley; 1999. 318 p $29.95. ISBN: 0461357634.
Call Number: TK5105.888 .S53x 1999 (Library West)
Handbook of services marketing and management
Swartz, Teresa A and Iacobucci, Dawn. Handbook of services marketing and management. Thousand Oaks Calif: Sage Publications; 2000. 521 p $49,95. ISBN: 0761916113 (acid-free paper). 0761916121 (pbk. : acid-free paper).
Call Number: HD9980.5 .H36 2000 (Library West)
Harvard Business Review on Customer Relationship Management
Harvard Business Review on Customer Relationship Management. Boston: Harvard Business School; 2001. 192 p $19.95. ISBN: 1578516994.
Call Number: HF5414.5 .H37 2002 (Library West &netLibrary)
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=79108
How customers think: essential insights into the mind of the market
Zaltman, Gerald. How customers think: essential insights into the mind of the market. Boston, Mass: Harvard Business School Press; 2003. xxii, 323 p. : ill. ; 25 cm. $29.05. ISBN: 1578518261 (alk. paper).
Call Number: HF5415.32 .Z35 2003 (Library West)
IMC, the next generation: five steps for delivering value and measuring financial returns
Schultz, Don E and Schultz, Heidi F. IMC, the next generation: five steps for delivering value and measuring financial returns. New York: McGraw-Hill; 2003. 408 p $39.95. ISBN: 0071416625 (hardcover : alk. paper).
Call Number: HF5415 .S3595 2003 (Library West)
Improving customer satisfaction, loyalty, and profit: an integrated measurement and management system
Johnson, Michael D and Gustafsson, Anders. Improving customer satisfaction, loyalty, and profit: an integrated measurement and management system. 1st ed. San Francisco: Jossey-Bass; 2000. xv, 214 p $25.00. ISBN: 0787953105 (The University of Michigan Business School management series.
Call Number: HF5415.335 .J64 2000 (Library West)
Insuring quality: how to improve quality, compliance, customer service, and ethics in the insurance industry
Abromovitz, Hedy Gruenebaum and Abromovitz, Les. Insuring quality: how to improve quality, compliance, customer service, and ethics in the insurance industry. Boca Raton, Fla: St. Lucie Press; 1998. ix, 217 p $39.95 . ISBN: 1574441507.
Call Number: HG8075 .A25 1998 (Library West)
Keeping customers
Sviokla, J. J and Shapiro, Benson P. Keeping customers. Boston, MA: Harvard Business School Press; 1993. xx, 384 p $29.95. ISBN: 0875843336 (acid-free paper) (The Harvard business review book series.
Call Number: HF5415.5 .K45 1993 (Library West)
Key account management and planning: the comprehensive handbook for managing your company's most important strategic asset
Capon, Noel. Key account management and planning: the comprehensive handbook for managing your company's most important strategic asset. New York: Free Press; 2001. 462 p $45.00. ISBN: 074321188X.
Call Number: HF5415.122 .C36 2001 (Library West & Books24x7)
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=79108
The laws of choice: predicting customer behavior
Marder, Eric. The laws of choice: predicting customer behavior. New York: Free Press; 1997. xvi, 448 p $30.00. ISBN: 0684835452.
Call Number: HF5415.3 .M273 1997 (Library West)
The lifebelt: the definitive guide to managing customer retention
Murphy, John A. The lifebelt: the definitive guide to managing customer retention. Chichester, New York: Wiley; 2001. xii, 292 p $60.00. ISBN: 0471498181.
Call Number: HF5415.525 .M87 2001 (Library West)
Loyalty.com: customer relationship management in the new era of Internet marketing
Newell, Frederick. Loyalty.com: customer relationship management in the new era of Internet marketing. New York: McGraw-Hill; 2000. xx, 325 p $29.95. ISBN: 0071357750.
Call Number: HF5415.1265 .N495 2000 (Library West)
The loyalty effect: the hidden force behind growth, profits, and lasting value
Reichheld, Frederick F and Teal, Thomas. The loyalty effect: the hidden force behind growth, profits, and lasting value. Boston, Mass: Harvard Business School Press; 1996. xii, 323 p ISBN: 0875844480.
Call Number: HF5415.5 .R438 1996 (Library West & netLibrary & Books24x7)
http://www.netlibrary.com/urlapi.asp?action=summary&v=1&bookid=7253
http://www.books24x7.com/marc.asp?isbn=0875844480
Loyalty rules!: how today's leaders build lasting relationships
Reichheld, Frederick F. Loyalty rules!: how today's leaders build lasting relationships. Boston: Harvard Business School Press; 2001. xiii, 213 p $27.50. ISBN: 1578512050 (alk. paper).
Call Number: HF5415.525 .R45 2001 (Library West & netLibrary)
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=79285
Making rain: the secrets of building lifelong client loyalty
Sobel, Andrew. Making rain: the secrets of building lifelong client loyalty. Hoboken, N.J: Wiley; 2003. xvii, 238 p $27.95. ISBN: 0471264598 (alk. paper).
Call Number: HF5415.525 .S63 2003 (Library West & netLibrary & Books24x7)
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=91850
http://www.books24x7.com/marc.asp?isbn=0471264598
Managing the demand-supply chain: value innovations for customer satisfaction
Hoover, William E. Managing the demand-supply chain: value innovations for customer satisfaction. New York: Wiley; 2001. xii, 257 p $45.00. ISBN: 0471384992 (cloth : alk. paper) (Wiley operations management series for professionals.
Call Number: HD38.5 .M363 2001 (Library West)
The market driven organization: understanding, attracting, and keeping valuable customers
Day, George S. The market driven organization: understanding, attracting, and keeping valuable customers. New York: Free Press; 1999. 285 p $27.50. ISBN: 0684864673.
Call Number: HF5415.13 .D367 1999 (Library West)
New economy emotion: engaging customer passion with E-CRM
Zingale, Alfredo and Arndt, Matthias. New economy emotion: engaging customer passion with E-CRM. Chichester: John Wiley & Sons; 2001. xiii, 226 p $16.95. ISBN: 0470841354 (New economy excellence series.
Call Number: HF5415.1265 .Z56x 2001 (Library West)
The new market leaders: who's winning and how in the battle for customers
Wiersema, Frederik D. The new market leaders: who's winning and how in the battle for customers. New York: Free Press; 2001. vii, 262 p $28.00. ISBN: 0743204654.
Call Number: HF5415.5 .W574 2001 (Library West)
The Nordstrom way: the inside story of America's #1 customer service company
Spector, Robert and McCarthy, Patrick D. The Nordstrom way: the inside story of America's #1 customer service company. 2nd ed. New York: John Wiley; 2000. xii, 244 p $24.95. ISBN: 0471354864 (alk. paper).
Call Number: HF5415.5 .S627 2000 (Library West & netLibrary)
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=26372
Partners.com: how to profit from the new DNA of business
Cunningham, Michael J. Partners.com: how to profit from the new DNA of business. Cambridge, Massachusetts: Perseus Publishing; 2001. xv, 236 p $27.50. ISBN: 0738205028.
Call Number: HD69.S8 C86x 2001 (Library West)
Performance-driven CRM: how to make your customer relationship managementvision a reality
Brown, Stanley A. Performance-driven CRM: how to make your customer relationship managementvision a reality. John Wiley; 2002. 272 p $34.95. ISBN: 0470831618.
Call Number: HF5415.5 .B773x 2002 (Library West)
Planting flowers, pulling weeds: identifying your most profitable customers to ensure a lifetime of growth
Rubio, Janet and Laughlin, Patrick. Planting flowers, pulling weeds: identifying your most profitable customers to ensure a lifetime of growth. New York: John Wiley & Sons; 2002. xiv, 272 p $29.95. ISBN: 0471035130.
Call Number: HF5415.5 .R83 2002 (Library West)
Real time: preparing for the age of the never satisfied customer
McKenna, Regis. Real time: preparing for the age of the never satisfied customer. Boston, Mass: Harvard Business School Press; 1997. xi, 204 p $24.95. ISBN: 0875847943 (alk. paper).
Call Number: HF5548 .M365 1997 (Library West & netLibrary)
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=35081
The relationship advantage: become a trusted advisor and create clients for life
Stevenson, Tom and Barcus, Sam W. The relationship advantage: become a trusted advisor and create clients for life. Chicago: Dearborn; 2003. xvi, 248 p $25.00. ISBN: 0793170265.
Call Number: HF5415.5 .S738 2003 (Books24x7)
http://www.books24x7.com/marc.asp?isbn=0793170265
Relationship marketing: gaining competitive advantage through customer satisfaction and customer retention
Hennig-Thurau, Thorsten and Hansen, Ursula. Relationship marketing: gaining competitive advantage through customer satisfaction and customer retention. New York: Springer; 2000. xvii, 459 p $79.95. ISBN: 3540669426 (alk. paper).
Call Number: HF5415.55 .R446 2000 (Library West)
Relationship marketing: successful strategies for the age of the customer
McKenna, Regis. Relationship marketing: successful strategies for the age of the customer. Reading, Mass: Addison-Wesley Pub. Co; 1991. xiii, 242 p ISBN: 0201567695.
Call Number: HF5415 .M2616 1991 (Library West)
Results from the heart: how mini-company management captures everyone's talents and helps them find meaning and purpose at work
Suzaki, Kiyoshi. Results from the heart: how mini-company management captures everyone's talents and helps them find meaning and purpose at work. New York: Free Press; 2002. 195 p. $25.00. ISBN: 0743215508 (alk. paper).
Call Number: HD62.7 .S987 2002 (Library West)
Romancing the customer: maximizing brand value through powerful relationship management
Temporal, Paul and Trott, Martin. Romancing the customer: maximizing brand value through powerful relationship management. Singapore, New York: Wiley; 2001. xii, 211 p $29.95. ISBN: 0471846155.
Call Number: HF5415.55 .T46 2001 (Library West)
Secret service: hidden systems that deliver unforgettable customer service
DiJulius, John R. Secret service: hidden systems that deliver unforgettable customer service. New York: AMACOM; 2003. xix, 172 p ISBN: 0814471714.
Call Number: HF5415.5 .D558 2003 (netLibrary & Books24x7)
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=80723
http://www.books24x7.com/marc.asp?isbn=0814471714
Service management and marketing: a customer relationship management approach
Grönroos, Christian. Service management and marketing: a customer relationship management approach. 2nd ed. Chichester, New York: Wiley; 2000. x, 394 p $49.95. ISBN: 0471720348 (alk. paper).
Call Number: HD9980.5 .G776 2000 (Library West)
Services marketing
Zeithaml, Valarie A and Bitner, Mary Jo. Services marketing. New York: McGraw Hill; 1996. xx, 700 p ISBN: 0070782504 (acid-free paper) (McGraw-Hill series in marketing.
Call Number: HD9980.5 .Z45 1996 (Library West, Reported Missing)
Services marketing management: an international perspective
Kasper, Hans; Helsdingen, Piet van, and De Vries, Wouter. Services marketing management: an international perspective. New York: John Wiley; 1999. 750 p $49.95. ISBN: 0471984906 (pbk. : alk. paper).
Call Number: HD9980.5 .K375 1999 (Library West)
The seven myths of customer management: how to be customer-driven without being customer-led
Hawkes, Paul and Abram, John. The seven myths of customer management: how to be customer-driven without being customer-led. Hoboken, N.J: Wiley; 2003. 221 p $50.00. ISBN: 047085880X (cloth : alk. paper).
Call Number: HF5415.5 .H375 2003 (Library West)
The ten demandments: rules to live by in the age of the demanding consumer
Mooney, Kelly and Bergheim, Laura. The ten demandments: rules to live by in the age of the demanding consumer. New York: McGraw-Hill; 2002. xviii, 266 p. : ill. ; 21 cm. ISBN: 0071415688.
Call Number: netLibrary
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=78241
There's no business that's not show business: marketing in an experience culture
Schmitt, Bernd; Rogers, David L, and Vrotsos, Karen. There's no business that's not show business: marketing in an experience culture. Upper Saddle River, NJ: Prentice Hall; 2003. 279 p $24.95. ISBN: 0130471194 (Financial Times Prentice Hall books.
Call Number: HF5415.13 .S344 2003 (Library West)
Total access: giving customers what they want in an anytime, anywhere world
McKenna, Regis. Total access: giving customers what they want in an anytime, anywhere world. Boston, Mass: Harvard Business School Press; 2002. xv, 252 p $27.50. ISBN: 1578512441 (alk. paper).
Call Number: HF5415.5 .M3855 2002 (Library West & netLibrary)
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=79093
The ultimate CRM handbook: strategies and concepts for building enduring customer loyalty
Freeland, John G. The ultimate CRM handbook: strategies and concepts for building enduring customer loyalty. New York: McGraw-Hill; 2003. 353 p $34.95. ISBN: 0071409351.
Call Number: HF5415.5 .U48 2002 (Library West)
Value-based marketing for bottom-line success: 5 steps to creating customer value
DeBonis, J. Nicholas; Balinski, Eric W, and Allen, Phil. Value-based marketing for bottom-line success: 5 steps to creating customer value. New York: McGraw-Hill; 2003. xix, 244 p $39.95. ISBN: 007141682x.
Call Number: netLibrary
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=80493
The value profit chain: treat employees like customers and customers like employees
Heskett, James L; Sasser, W. Earl, and Schlesinger, Leonard A. The value profit chain: treat employees like customers and customers like employees. New York: The Free Press; 2003. xxii, 377 p $35.00. ISBN: 0743225694.
Call Number: HF5415.5 .H473 2003 (Library West)
ValueSpace: winning the battle for market leadership : lessons from the world's most admired companies
Mittal, Banwari; Sheth, Jagdish N, and NetLibrary, Inc. ValueSpace: winning the battle for market leadership : lessons from the world's most admired companies. New York: McGraw-Hill; 2001. xii, 265 p electronic resource. ISBN: 0071382690 (electronic bk.).
Call Number: netLibrary
http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=63829
Why CRM doesn't work: how to win by letting customers manage the relationship
Newell, Frederick. Why CRM doesn't work: how to win by letting customers manage the relationship. 1st ed. Princeton, N.J: Bloomberg Press; 2003. xvii, 263 p $29.95. ISBN: 1576601323 (alk. paper).
Call Number: HF5415.5 .N49 2003 (Library West & Books24x7)
http://www.books24x7.com/marc.asp?isbn=1576601323
Why service stinks-- and exactly what to do about it!
Gross, T. Scott. Why service stinks-- and exactly what to do about it! Chicago: Dearborn Trade Pub; 2004. ix, 229 p $18.95. ISBN: 0793176816 (pbk).
Call Number: HF5415.5 .W763 2004 (Books24x7)
http://www.books24x7.com/marc.asp?isbn=0793176816
X-engineering the corporation: reinventing your business in the digital age
Champy, James. X-engineering the corporation: reinventing your business in the digital age. New York: Warner Business Books; 2002. viii, 232 p $25.95. ISBN: 0446528005.
Call Number: HD58.87 .C427 2002 (Library West)
Revised: March
4, 2004
