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What are you doing to build customer retention for your company? Customers have specific needs and priorities. While satisfaction provides an initial focus for

In this radically conservative book, the authors advocate a back-to-basics approach to marketing that replaces the relentless quest for differentiation with a r

This fresh take on retention and revenue is “a useful guide to long-term customer loyalty that’s engaging, insightful and actionable . . . a fast, easy read

Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-b