Beyond loyalty : the next generation of strategic customer relationship management / Pierre Chenet and Jon Ivar Johansen.
By: Chenet, Pierre
.
Contributor(s): Johansen, Jon Ivar.
Material type: 
BookSeries: Irish management briefings.Publisher: Dublin : Oak Tree Press, 1999Description: viii, 101 p. : ill. ; 30 cm. + pbk.ISBN: 1860761372.Subject(s): Customer relations | ManagementDDC classification: 658.812 | Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
| General Lending | MTU Bishopstown Library Lending | 658.812 (Browse shelf(Opens below)) | 1 | Available | 00077774 |
Enhanced descriptions from Syndetics:
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 self-actualized customer. Since people have now come to expect high quality and good service, the companies that succeed will be those that find unique ways to satisfy their customers' needs. The authors argue that companies need to move well beyond traditional loyalty programmes and develop new systems to manage their customer relationships in order to remain competitive.
Bibliography: (pages 99-101).
Customer orientation: The traditional view -- Why satisfied customers defect -- A new approach: Customer relationship quality management -- Designing an effective relationship management system -- Managing customer relationship quality: An action plan.