TY  - BOOK
AU  - Chenet,Pierre
AU  - Johansen,Jon Ivar
TI  - Beyond loyalty: the next generation of strategic customer relationship management 
T2  - Irish management briefings
SN  - 9781860761379
U1  - 658.812 CHE 
PY  - 1999///
CY  - Dublin
PB  - Oak Tree Press
KW  - Customer loyalty
KW  - Customer relations
KW  - Marketing
KW  - Management
KW  - Relationship marketing
KW  - Consumer satisfaction
KW  - Management of specific areas
KW  - thema
KW  - Customer services
N1  - Includes bibliographical references; 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
N2  - 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
ER  -