Customers Are Disappearing - That's why customer relationship management is so hot right now. So why are people calling it a "potential flop"?

Feature Articles - EMPLOYEE LOYALTY: A KEY LINK TO VALUE GROWTH - Most companies acknowledge the importance of customer loyalty for ensuring growth. But how many see the financial implications of employee loyalty? The authors argue that the two factors are inextricably linked and that business leaders ignore this interaction at their peril

Duboff, Rob, (1999)

Employee loyalty: A key link to value growth

Duboff, Rob, (1999)

Brand-building: finding the touchpoints that count

Hogan, Suzanne, (2005)