Relationship Management

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Relationship Management Customer Experience Customer-Centricity General Business Loyalty Relationship Management Organizational Evolution Relationship-Centricity Evolution of Business Models Innovation Transformation Design

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Customer Experience Management: A Revolutionary Approach to Connecting With Your Customers

In Customer Experience Management, the author expands on his previous seminal work (Experience Marketing) to provide a more practical framework for designing and improving on the customer experience.

The Thank You Economy

In The Thank You Economy, Gary Vaynerchuk begins with the premise that we are returning to a time when our opinions, perceptions, and experiences of customer service actually matter.

The Power of Loyalty: 10 Essential Steps to Build a Successful Customer Loyalty Strategy

This book seeks to provide a framework for a successful loyalty strategy in any company. The author starts out with some definitions of loyalty, defining the “loyalty cycle’s ” five steps: identify customers, track spending, motivate behavior, reward performance, and measure results.

Thesis: Net Promoter Scores vs. Customer Satisfaction – A Comparative Study of Service Delivery Methods and NPS

This book is in dissertation form and seeks to investigate how service delivery practices result in high Net Promoter Scores (NPS). Over 930 surveys containing traditional customer satisfaction and NPS questions were collected from GE Healthcare Practice Solutions customers as they implemented the Practice Management and Electronic Medical Record software products over a 20 month period.

Thesis: Net Promoter Scores vs. Customer Satisfaction – A Comparative Study of Service Delivery Methods and NPS

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.

Marketing to the Entitled Consumer: How to Turn Unreasonable Expectations into Lasting Relationships

A guide to marketing in the digital age, focusing on how to build a marketing strategy in a world where consumers are constantly bombarded with communications and have learned to tune out the ad-saturation which has engulfed consumers over the last two decades.

I love you more than my dog: five decisions that drive extreme customer loyalty in good times and bad

This book identifies how companies earn the respect and loyalty of their customers. There is a connection between emotions and behaviors, meaning that customers feel strongly about businesses that recognize them.

I love you more than my dog: five decisions that drive extreme customer loyalty in good times and bad

Relationship-Centricity through Digitalization

Shannon Quilty explains how fusing the virtual and the physical spheres can enable shopping centers to benefit from digital disruption and engage their customers with enhanced experiences.

Bringing Customer Relationships Back into CRM Implementations

Why did 47% of CRM implementations in the US fail? Michael Ruckman explains why implementing CRM technology without adopting a customer-centric approach is like putting the cart before the horse.

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.