Relationship-Centricity

Relationship-Centricity
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Measuring Customer Satisfaction and Loyalty (Third edition): Survey Design, Use and Statistical Analysis Methods
In this third edition, the author sets out to give a comprehensive model for development and use of customer satisfaction questionnaires. This edition contains additional information about customer loyalty measurement.
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Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System
The authors propose a five-stage process that links a company’s marketing, sales, product development and customer service departments to deliver top-quality products and a system for customer measurement and management.
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The Shape of Engagement: The Art of Building Enduring Connections With Your Customers, Employees and Communities
Scott Gould uses his diverse expertise and life experience to define engagement providing a framework within the book which describes this process, with both tactical and strategic utility.
Increasing Customer Loyalty: Expert Advice on Making Your Customers Loyal and Profitable
An anthology of Harvard Business Review articles. The authors of the 9 articles provide a collection of best practices for making your customers loyal, translating this into profitability.
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Increasing Customer Loyalty: Expert Advice on Making Your Customers Loyal and Profitable
An anthology of Harvard Business Review articles. The authors of the 9 articles provide a collection of best practices for making your customers loyal, translating this into profitability.
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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.
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The One to One Future: Building Relationships One Customer at a Time
A collaboration between two authors known for their research on customer centricity, this book focuses on individual customer relationships, targeted sales and marketing, rather than the market at large.
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Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know
This book is an action-oriented handbook on how create customer loyalty and change the way your company operates. It is an easy read, full of useful ideas rather than theory.
Reinventing the Wheel: The Science of Creating Lifetime
Reinventing the Wheel: The Science of Creating Lifetime Customers places its full focus on customers and how they should be the focus of any business.
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Reinventing the Wheel: The Science of Creating Lifetime
Reinventing the Wheel: The Science of Creating Lifetime Customers places its full focus on customers and how they should be the focus of any business.
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Serious Relationships: The 7 Elements of Successful Business Relationships
JC Quintana attempts to highlight the importance of focusing on building relationships in business. He highlights 7 key elements that are paramount in making up successful business relationships.
The Crisis Experience
In this paper, written in the wake of the 2008 financial crisis, Michael Ruckman explains why customer-centric business models can and must survive periods of crisis.
What Customers Really Want?
Banks have long struggled to adequately match customer expectations. So how can banks give customers what they really want? Michael Ruckman explains how to build and maintain real relationships.