Beyond loyalty : the next generation of strategic customer relationship management / Pierre Chenet, Jon Ivar Johansen.

By:

Chenet, Pierre

Contributor(s):

Johansen, Jon Ivar

Material type: Text

TextSeries: Irish management briefings | Irish management briefingsPublication details: Dublin : Oak Tree Press, 1999.Description: viii, 101 p. : ill. ; 30 cmISBN:

9781860761379
1860761372

Subject(s):

DDC classification:

658.812 CHE

Contents:

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.

Summary: 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.

Holdings ( 2 )
Title notes ( 3 )

Holdings
Item type	Current library	Call number	Copy number	Status	Date due	Barcode
Long Loan	TUS: Midlands, Main Library Athlone General Lending	658.812 CHE (Browse shelf(Opens below))	1	Available		00210835
Long Loan	TUS: Midlands, Main Library Athlone General Lending	658.812 CHE (Browse shelf(Opens below))	1	Available		120391

Includes bibliographical references.

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.