| Description |
xx, 384 pages : illustrations ; 25 cm. |
| Series |
The Harvard business review book series
|
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Harvard business review book series.
|
| Note |
Articles originally published in the Harvard business review, 1968-1992. |
|
Companion volume to: Seeking customers. |
| Bibliography |
Includes bibliographical references and index. |
| Contents |
Put the customer at the heart of your business -- What the hell is "market oriented"? / Benson P. Shapiro -- Marketing is everything / Regis McKenna -- After the sale is over / Theodore Levitt -- Manage the business from the customer's point of view -- Staple yourself to an order / Benson P. Shapiro, V. Kasturi Rangan, and John J. Sviokla -- Designing services that deliver / G. Lynn Shostack -- How to manage customer service / William M. Hutchison, Jr. and John F. Stolle -- Execute with quality -- Competing on the eight dimensions of quality / David A. Garvin -- Quality is more than making a good product / Hirotaka Takeuchi and John A. Quelch -- The power of unconditional service guarantees / Christopher W.L. Hart -- Keep the relationship vibrant -- Make sure your customers keep coming back / F. Stewart DeBruicker and Gregory L. Summe -- Exploit your product's service life cycle / George W. Potts -- Good product support is smart marketing / Milind M. Lele and Uday S. Karmarkar -- The case of the tech service tangle / Benson P. Shapiro -- |
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Turn sows' ears into silk purses -- The case of the complaining customer / Dan Finkelman and Tony Goland -- The profitable art of service recovery / Christopher W.L. Hart, James L. Heskett, and W. Earl Sasser, Jr. -- Convert customer satisfaction into profits -- Manage customers for profits (not just sales) / Benson P. Shapiro ... [et al.] -- Suppliers-- manage your customers / Randy Myer -- Zero defections : quality comes to services / Frederick F. Reichheld and W. Earl Sasser, Jr. -- Measure what matters -- How to measure yourself against the best / Frances Gaither Tucker, Seymour M. Zivan, and Robert C. Camp -- Measure costs right : make the right decisions / Robin Cooper and Robert S. Kaplan -- The performance measurement manifesto / Robert G. Eccles. |
| Subject |
Customer services -- United States.
|
|
Customer services. |
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United States. |
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Consumer satisfaction -- United States.
|
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Consumer satisfaction. |
| Added Author |
Sviokla, J. J.
|
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Shapiro, Benson P.
|
| Added Title |
Harvard business review.
|
| ISBN |
0875843336 acid-free paper $29.95 |
|
