In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal t

Loyalty is one of the main assets of a brand. In today’s markets, achieving and maintaining loyal customers has become an increasingly complex challenge for b

Customer Relationship Management: A Data based Approach offers the promise of maximized profits for today s highly competitive businesses. This innovative book

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wr

This book provides an overview of important trends and developments in logistics and supply chain research, making them available to practitioners, while also s