Understanding customers' needs
Tuning in to your customers / Kristen B. Donahue
Let the customer make the case / Gerald Bertsell and Denise Nitterhouse
How Best Buy's executives learn from the front lines / Lauren Keller Johnson
The fourfold path to figuring out what your customers really want / Jim Billington
Identifying customer segments
Tuning in to the voice of your customer / James Allen, Frederick F. Reichheld, and Barney Hamilton
What's the cure for customer fatigue? / Kirsten D. Sandberg
Do you really know what to do with your customer data? / Jean Ayers
Survey your customers-electronically
Communicating with customers
Zeroing in on what customers really want / Douglas Smith
Are you reaching your customers? / Richard Bierck
Connecting with your customers
Beyond the carrot and the stick: new alternatives for influencing customer behavior / Frances Frei
Enhancing customer loyalty
Do you know how much your customers are really worth to you? / Uta Werner
Five questions about customer loyalty with Jill Griffin
Five keys to keeping your best customers / Jim Billington
A crash course in customer relationship management
What customer-centric really means: seven key insights / David Stauffer.
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Connecting with your customers. ISBN 9781422103234. Published by Harvard Business School in 2006. Publication and catalogue information, links to buy online and reader comments.
