Chenet, Pierre. <br/><br/>
Beyond loyalty :  the next generation of strategic customer relationship management / 
Pierre Chenet, Jon Ivar Johansen. 
 - Dublin :  Oak Tree Press,  1999. 
 - viii, 101 p. :  ill. ;  30 cm. 
 - Irish management briefings .
 - Irish management briefings .
<br/><br/>Includes bibliographical references. 
<br/><br/>1.Introduction -- 2.Customer orientation: the traditional view -- 3.Why satisfied customers defect -- 4.A new apporach: customer relationship quality management -- 5.Designing an effective relationship management system -- 6.Managing customer relationship quality: an action plan -- 7.Conclusion. 
<br/><br/> This analysis of marketing and loyalty argues that companies need to move away from offering products and services to creating concepts and experiences that can meet the needs of today's customer. The companies that succeed will be those that find unique ways to satisfy their customers' needs. 
<br/><br/><label>ISBN: </label>9781860761379 1860761372  �45.00 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer loyalty.<br/>Customer relations.<br/>Marketing--Management<br/>Relationship marketing.<br/>Consumer satisfaction.<br/>Customer relations--Management<br/>Management of specific areas<br/>Customer services
<br/><br/><label>Dewey Class. No.: </label>658.812 CHE