Chapter 3: One Girl in a Convertible ...

Chapter 3: “One Girl in a Convertible ...”

  1. Steve Luengo-Jones, All to One—The Winning Model for Marketing in the Post Internet Economy (New York: McGraw-Hill, 2002), Chapter 5.

  2. Ibid.

  3. Brian McManus, “10 Steps to Customer Intelligence Success,” crmguru .com, fall/winter 2001, p. 2.

  4. “Personalized, Proactive Customer Service is Key to Satisfaction,” iccmweekly, March 7, 2002, p. 1.

  5. Denny Hatch, “Delight Your Customers,” Target Marketing, April 2002, p. 33.

  6. Eric Yoder, “Improving their CRM Game,” 1to1 Magazine, March 2002, p. 35.

  7. Kenneth L. Kanady, “Confessions of a Loyal Customer … When Being Satisfied Is Just No Longer Satisfying,” CRM-Forum, April 8, 2002, p. 2.

  8. “Bermuda Case Study,”, January 22, 2002.

  9. “Seller Beware: Some Marketing Practices Are Driving Customers Away,” Brann-News, May 16, 2001, p. 1.

  10. David Post and Bradford Brown, “Peer Production Promises to Leap in Importance,”, January 7, 2002, p. 74.

  11. “Using User Forums to Improve the Product,” 3D-DMA Daily Digest, February 11, 2002, p. 5.

  12. Michael Lowenstein, “On-Line Community: A Potentially Significant, but Underutilized, Internet CRM and Customer Loyalty Tool,”, January 14, 2002, p. 2.

  13. Kim Peterson, “Service with a J,” San Diego Union-Tribune, March 26, 2002, pp. C1, C4.

  14. Jennifer Kirby, “Accessing Value Groups Through Online Communications,” CRM-Forum, April 8, 2002, p. 1.

  15. Scott Robinette and Claire Brand with Vicki Lenz, Emotion Marketing: The Hallmark Way of Winning Customers for Life (New York: McGraw-Hill, 2002), p. xiv.

  16. Fred Crawford and Ryan Mathews, The Myth of Excellence: Why Great Companies Never Try to Be the Best at Everything (New York: Crown Publishing, 2002).

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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