Customer Centered Growth reveals the secrets to company growth by putting the customer at the center of your efforts. Using dozens of case studies, the authors outline five strategies that a company can use to grow no matter what the business conidition.
Basic Books. 336 pages. Paperback. Cost: $16.20
Customer Connections discusses information and knowledge management technologies to connect with customers in a new way. This new model fosters collaboration and playing the right role in supply and demand chain. This book is good for any salesperson.
Harvard Business School Press. 267pp. Hardcover. Cost: $29.95
The authors explain the strategies and tactics that make customer equity management work. They outline customer equity's three core strategies: customer acquisition, customer retention, and add-on selling. With very detailed how-to chapters this book is good for any business person looking to strengthen the bond between them and their customers.
Harvard Business School Press. 228pp. Hardcover. Cost: $39.92
A former senior level marketing executive at companies such as Macy’s, Eastman Kodak and Bank of America, author Aubryn Thomas has learned why certain brands generate energized reactions from customers and how these brands remain profitable by out-thinking the competition instead of overspending. In "Customer Inspired Marketing," Thomas has created an 8-step plan for companies to follow in order to create a successful marketing/branding campaign.
AuthorHouse. 148. Paperback.
Customer Loyalty explores the true meaning of customer loyalty and how to acheive it. Author, Griffin, outlines the seven stages of customer affinity and offers strategies for recognizing which fustomers have the potential to become a company's advocates. This book is helpful for business people in small or large product or service based companies.
Jossey-Bass. 272pp. Paperback. Cost: $15.61
Customer Relationship Management Systems is an overview of author, Petersen's, experience in the field of strategic planning and the implementation of automation projects. This book will show you how to identify sources of justification for you project, determine readiness of your organization for the initiative, and much more.
Strategic Sales Performance. 161pp. Paperback.
This book deals with an important portion of the fulfillment process: what to do when things go awry. Short, breezy, readable.
CMP Books. 144pp. Paperback. Cost: $13.46
Through the example to the Unixyx Corporation, Customers Mean Business, explores the attention and care customers need in order to keep buying from a company. With a helpful six stage process called "Customerize," this book is good for anyone looking to get on the cutting edge of customer service.
Perseus Books. 212 pages. Hardcover.
Emotional Branding discusses how to access, with intelligence and sensitivity, the true power behind human emotions. It shows how to bring a new level of credibility and personality to a brand by connecting with your consumer.
Allworth Press. 352pp. Hardcover. Cost: $16.47
Bruce Bolger, Allan Schweyer & Richard Kern . 242 pp. Cost: $36
This book looks at how new marketing techniques enable companies to build closer relationships with customers.
Currency. 464 pp. Hardcover. Cost: $15.75
Based on the business practices and history of Enterprise Rent-a-Car, this book focuses on how the company has achieved financial results by creating happy customers, successful business partnerships, and an engaged and motivated workforce. It discusses the relationship between the company's employee satisfaction, retention, and profitability, and shows how Enterprise makes and reinforces those connections.
Currency . 256pp. Hardcover . Cost: $16.47
This book puts marketing on the most personal, one-to-one level by identifying the elements of friendship and relating them to business relations. Using dozens of real-life examples, the author shows how building relationships is the key to business development and personal fulfillment. It has little to do with technology, but everything to do with sales techniques.
Oasis Press. 187pp. Paperback.
In this book, author Gerald Zaltman builds on research from desciplines as diverse as neurology, sociology, literary analysis, and cognitive science in order to give insight into what happens within the complex system of mind, brain, body and society as consumers contemplate their needs and evaluate their products.
Harvard Business School Press. 352 pp. Hardcover. Cost: $21.75
This is for people ready to get serious about implementing a customer-focused direct marketing strategy. The author addresses: building useful databases, using research, developing marketing programs, segmenting markets, and estimating customer value.
McGraw-Hill. 245 pp. Hardcover. Cost: $47.95
How to Turn Customer Service into Customer Sales is a complete handbook to improving your company's customer service. With its step-by-step procedures and easy to follow instructions, this book is beneficial for anyone who deals with research, hiring, training, execution, and follow-up within their company.
Natl Textbook Co Trade. 168pp. Hardcover.
Love Thy Customer is a guide to communicating with your customers in a way that goes above and beyond mere "customer satisfaction." This book includes skills and strategies for quickly winning customers over, avoiding problems, preventing customer dissatisfaction, and much more.
McGraw-Hill. 272pp. Hardcover. Cost: $14.78
Manage Globally, Sell Locally addresses the factors that make managing the account relationship different from territory management. It also offers tools to help the account manager measure success or position within the account. This book is best for organizations with an account-focused sales force.
McGraw-Hill. 216pp. Hardcover. Cost: $20.90
Markets of One explores mass customization as a recent trend that has swept across the industry. This book is a collection of 10 Harvard Business Review articles that chronicle the evolution of business competition from mass markets to markets of one. This book is good for anyone in any industry.
Harvard Business School Press. 240pp. Hardcover. Cost: $29.95
Mass Affluence explores the idea that "Mass Marketing is back" but with a new target and a fresh approach that companies ignore at their paril. Nunes and Johnson argue against the old mass-marketing concepts of the 1950s and outlines seven new rules for capturing this newly discovered ignored market.
Harvard Business School Press. 269pp. Hardcover. Cost: $21.75
Net Worth deals with the idea that Buyers are losing their patience and trust in sellers. By playing with the relationship between buisnesses and their customers, Hagel and Singer suggest readers to challenge their fundamental beliefs about marketing, brands, and value.
Harvard Business School Press. 313pp. Hardcover. Cost: $19.96
This book details the challenges of promotional marketing through a chronological history starting in the 1950s. The last section looks to the future.
McGraw-Hill. 178pp. Hardcover.
A collection of articles from some of the nation's leading academic researchers on all aspects of customer retention, including internal and external marketing, employee motivation, and long-term relationship-marketing strategies. Best for those who want to understand the internal as well as external marketing issues involved with one-to-one marketing, as well as those who want an international perspective.
Butterworth-Heinemann. 304pp. Hardcover.
This book, which broke ground six years ago by outlining relationship marketing, provides an excellent overview. The book is intended for all marketing managers coming to terms with doing business in turbulent markets and facing up to strategic quality and customer services issues. However, it lacks implementation details and doesn't take into account advances in Internet and database technology that have taken place since its publication.
Butterworth-Heinemann. 204pp. Paperback.
Has several chapters that relate to planning premium programs. This book offers a solid foundation in sales promotion basics by explaining 10 basic techniques and discussing the newest innovations in the field. A great book for students, because it provides real life examples to spark discussion.
McGraw-Hill. 240pp. Paperback. Cost: $13.57
ESM News Alert for the latest news. Subscribe here.
