整合客户反馈

Jay Baer

How to Embrace Complaints and Keep Your Customers

Janelle Barlow and Claus Moller

Using Customer Feedback as a Strategic Tool

Lewis P. Carbone

How to Keep Customers Coming Back Again and Again

Bill Price and David Jaffe

How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

Claes Fornell

Winners and Losers in the Battle for Buyer Preference

Chuck Hemann and Ken Burbary

Making Sense of Consumer Data in a Digital World

查克·荷曼 以及 肯·博巴瑞

解读数字化世界的消费者信息

Wolfgang Seidel and Bernd Stauss

The Heart of CRM

Thomas A. Stewart and Patricia O’Connell

Service Design, Strategy, and the Art of Customer Delight

Dag Fredrik Bjørnland et al.

Bryan Pearson

Turning Customer Information into Customer Intimacy

Performance Research Associates