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Managing Customer Relationships: A Strategic Framework

Edited by Don Peppers and Martha Rogers, this is a textbook-style volume on customer relationship management, collating materials and chapters from leading authorities in the field.

Future Perfect: Tenth Anniversary Edition

This updated edition of a management classic re-introduces the ideas of how organization and management are based on the premise that time, space and mass are fundamental dimensions of business.

Managing Customers Through Economic Cycles

Consumers today have a very different attitude from those who grew up in times of economic hardship. Businesses can learn from this to turn crises into opportunities.

Delivering Happiness: A Path to Profits, Passion, and Purpose

This light and rather entertaining book chronicles the rise and success of Zappos and its unique company culture, as told by author, founder and entrepreneur, Tony Hsieh.

Delivering Happiness: A Path to Profits, Passion, and Purpose

This light and rather entertaining book chronicles the rise and success of Zappos and its unique company culture, as told by author, founder and entrepreneur, Tony Hsieh.

Managing the Customer Experience: Turning Customers Into Advocates

The book advocates that creating an intentional, consistent, differentiated and valuable customer experience that is synonymous with your brand is increasingly recognized as a vital driver of corporate performance.

Designing the Customer-Centric Organization: A guide to Strategy, Structure and Process

This book looks at the customer-centric vs. product-centric organization from the perspective of an organizational design expert. The premise is that the firm must be organized around the customer.

Markets of One: Creating Customer-Unique Value through Mass Customization

This book is actually a compilation of some of the best works on Mass Customization from 10 Harvard Business Review articles, edited by James Gilmore and Joe Pine.

Contagious

Contagious: Why Things Catch On is a dive into the concept of viral marketing and how something can be shared to the point of being a cultural phenomenon.

Contagious

Contagious: Why Things Catch On is a dive into the concept of viral marketing and how something can be shared to the point of being a cultural phenomenon.

The Amazement Revolution: Seven Customer Service Strategies to Create and Amazing Customer (and Employee) Experience

This book is about customer service and creating an environment of “amazement” in your organization, defined as indoctrinating your team into “service that is consistently and predictably better than average.”

We: The Ideal Customer Relationship

To Steve Yastrow, author of We: The Ideal Customer Relationship, the close, personalized relationship between business and individual, usually reserved for VIPs, is something that should occur with every encounter.

Loyalty Rules: How Today’s Leaders Build Lasting Relationships

Reicheld builds on the Six Principles of Loyalty: play to win/win; be picky; keep it simple; reward the right results; listen hard, talk straight; and preach what you practice.