TY  - BOOK
AU  - Sviokla,J.J.
AU  - Shapiro,Benson P.
TI  - Keeping customers
SN  - 0875843336 (acid-free paper) :
AV  - HF5415.5 .K45 1993
U1  - 658.8/12 20
PY  - 1993///
CY  - Boston, MA
PB  - Harvard Business School Press
KW  - Customer services
KW  - United States
KW  - Consumer satisfaction
KW  - Service à la clientèle
KW  - États-Unis
KW  - Consommateurs
KW  - Satisfaction
KW  - Aufsatzsammlung
KW  - swd
KW  - Kundenmanagement
N1  - Articles originally published in the Harvard business review, 1968-1992; Companion volume to: Seeking customers; Includes bibliographical references and index; Put the customer at the heart of your business -- What the hell is "market oriented"? / Benson P. Shapiro -- Marketing is everything / Regis McKenna -- After the sale is over / Theodore Levitt -- Manage the business from the customer's point of view -- Staple yourself to an order / Benson P. Shapiro, V. Kasturi Rangan, and John J. Sviokla -- Designing services that deliver / G. Lynn Shostack -- How to manage customer service / William M. Hutchison, Jr. and John F. Stolle -- Execute with quality -- Competing on the eight dimensions of quality / David A. Garvin -- Quality is more than making a good product / Hirotaka Takeuchi and John A. Quelch -- The power of unconditional service guarantees / Christopher W.L. Hart -- Keep the relationship vibrant -- Make sure your customers keep coming back / F. Stewart DeBruicker and Gregory L. Summe -- Exploit your product's service life cycle / George W. Potts -- Good product support is smart marketing / Milind M. Lele and Uday S. Karmarkar -- The case of the tech service tangle / Benson P. Shapiro --; Turn sows' ears into silk purses -- The case of the complaining customer / Dan Finkelman and Tony Goland -- The profitable art of service recovery / Christopher W.L. Hart, James L. Heskett, and W. Earl Sasser, Jr. -- Convert customer satisfaction into profits -- Manage customers for profits (not just sales) / Benson P. Shapiro ... [et al.] -- Suppliers-- manage your customers / Randy Myer -- Zero defections : quality comes to services / Frederick F. Reichheld and W. Earl Sasser, Jr. -- Measure what matters -- How to measure yourself against the best / Frances Gaither Tucker, Seymour M. Zivan, and Robert C. Camp -- Measure costs right : make the right decisions / Robin Cooper and Robert S. Kaplan -- The performance measurement manifesto / Robert G. Eccles
UR  - http://www.archive.org/details/keepingcustomers00svio
UR  - http://www.openlibrary.org/books/OL1734379M
ER  -