Chapter 22: Will Wall Street Care?


Chapter 22: Will Wall Street Care?

  1. Kaj Storbacka, “Customer Relationships as Assets—Evaluating the Impact of CRM on Your Organization’s Profitability and Shareholder Value,” CREDO, Paris, March 15, 2001.

  2. Frederick F. Reicheld, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (Boston: Harvard Business School Press, 1996), p. 3.

  3. Ibid., pp. 4, 5.

  4. “Are You Simply Managing Your Customer Relationships, or Are You Optimizing Them,” PreVision Executive Briefing, spring 2001, p. 1.

  5. Arthur O’Connor, “New Thinking About Customer Value Metrics, Part 2,” ecrmguide.com, July 11, 2001, p. 2.

  6. Stephanie Coyles and Timothy C. Gokey, “Customer Retention Is Not Enough,” The McKinsey Quarterly.com, 2002, Number 2, p. 1.

  7. Ibid.

  8. Ibid.

  9. Ibid., pp. 2, 5.

  10. Nick Wreden, FusionBranding: Strategic Branding Models for the Customer Economy … and Beyond (Atlanta: Accountability Press, 2002) as excerpted in Relationship Marketing Report, Volume IV Issue XII, p. 2.

  11. Jeffrey Kosnett, “Ready for Long-Term Commitment?,” Investing Kiplinger’s, November 2001, p. 1.

  12. Steve Skinner, “Sprint PCS Wireless Reports Customer Value to Shareholders,” INSIDE 1to1, January 19, 2002, p. 4.

  13. Ibid.

  14. “Looking Beyond the Numbers for Company Value,” INSIDE1TO1_@1to1.com, October 19, 2002, p. 6.

  15. Steve Skinner, “Sprint PCS Wireless Reports Customer Value to Shareholders,” INSIDE 1to1, January 19, 2002, p. 3.




Why CRM Doesn't Work(c) How to Win by Letting Customers Manage the Relationship
Why CRM Doesnt Work: How to Win By Letting Customers Manage the Relationship
ISBN: 1576601323
EAN: 2147483647
Year: 2003
Pages: 141

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