Creating Loyal Profitable Customers establishes that there are 6 simple steps to turning a one time buyer into a lifetime advocate. This book will help any busi

Leading marketing expert V. Kumar shows how to use Customer Lifetime Value (CLV) to target customers with higher profit potential...manage and reward existing c

How do you keep your customers coming back - and get them to bring others? This collection of HBR articles helps you: turn angry customers into loyal advocates;

"The customer relationships that a company is able to cultivate represent the most important asset that will never appear on its balance sheet." -From Chapter 1

This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtai