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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
Chuck Hemann e Ken Burbary
Dando sentido aos dados dos consumidores em um mundo digital
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
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