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The supernova advisor : crossing the invisible bridge to exceptional client service and consistent growth
Knapp, Rob, (2008)
The outside-in corporation : how to build a customer-centric organization for breakthrough results
Bund, Barbara E., (2006)
Breaking through : implementing customer focus in enterprises
Vandermerwe, Sandra, (2004)
Secrets of customer relationship management : it's all about how you make them feel
Barnes, James G.,
Closeness in customer relationships: examining the payback from getting closer to the customer
Barnes, James G., (2000)
Measuring the equity in customer relationships