| | Having trouble viewing this email? Click here to see it in a web browser. | | | | | | | | | | | No business can survive, much less thrive, without satisfied customers. And as the experts who contributed to this special collection point out, satisfying customers is only the beginning for companies in search of growth and increased market share. To realize the full potential inherent within their universe of customers and prospects, organizations must carefully manage every facet of their operations to maximize the value of each customer's experience and keep them coming back. | | | Now you can immerse yourself in the latest thinking on customer cultivation and retention from some of the world's foremost experts, complete with a wealth of actionable tools and techniques, at a savings of more than 25% off the individual component prices. | | | CRM Done Right Collection: How to Increase Customer Loyalty, Assess Lifetime Value, and Boost Profitability will help managers forge a more valuable connection with their customers, enhance their loyalty, and deliver unprecedented results. | | | Product #8791BN • Special Collection | | |  | | | | | | Only $155.00* | | | | | | | | | | | | | | | | This specially priced 5-volume set includes: | | | Harvard Business Review on Increasing Customer Loyalty | | | Paperback Book | | | How do you keep your customers coming back—and get them to bring others? If you need the best practices and ideas for making your customers loyal and profitable—but don't have time to find them—this book is for you. This collection of HBR articles will help you: turn angry customers into loyal advocates, get more people to recommend you, boost customer satisfaction by satisfying your employees, focus on profitable customers—whether they're loyal or not, invest in the right CRM technology for your business, mine customer data for more effective marketing, and increase your customers' lifetime value. | | Uncommon Service: How to Win by Putting Customers at the Core of
Your Business | | | by Frances Frei and Anne Morriss | | | Hardcover Book | | | Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes. | | | Focusing on Your Customer | | | Paperback Book | | | Closing individual sales, in most businesses, is not enough for success. Success depends on developing profitable lifetime relationships with customers. But gaining customer loyalty requires hard work, care, and attentiveness. In this book, you'll learn to assess the lifetime value of a customer, and why it makes sense to build loyalty among your target customers. You'll also learn to: (1) Understand the service-profit chain, (2) Leverage the interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitability, and (3) Build and refine a process for delivering extraordinary value to your customers. | | | All Customers are Not Created Equal | | | by James Lattin | | | CD-ROM | | | How are customers unique? How can we determine customer value? What are the implications of these customer differences for marketers? In this presentation, Stanford University Professor James M. Lattin presents his model for revealing the hidden dynamics of customer relationships over time. He applies this model to the donation behavior of university alumni, describes a logic for allocating marketing dollars across unequal customers, and reflects on the implications for marketing practice in general. | | | The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World | | | by Fred Reichheld and Rob Markey | | | Hardcover | | | In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: "Would you recommend us to a friend?" By asking customers this question, you identify detractors, who sully your firm's reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this updated and expanded edition, Reichheld and Rob Markey, explain how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. | | | | | | | | | | | | | | | | | | To order by phone, call us toll-free at 800-668-6780 and mention referral code 01361. | | | Outside the U.S. and Canada, call +1-617-783-7450. | | * Purchasers are responsible for all shipping charges, duties, taxes, brokerage fees, and/or
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