Customer Relations Management (CRM)
Book Recommendations

In the era of Customer Relationship Management (CRM), as organizations in practically every department of the economy focus their efforts on customer satisfaction and customer retention, the literature on customer loyalty is expanding rapidly. Since this subject matter is closely related to customer satisfaction surveys and other forms of customer loyalty research, we've listed a few of the better samples below.

Please let us know about anything you're reading in the realm of customer satisfaction that may be of interest to our other visitors.

Customer Retention: An Integrated Process for Keeping Your Best Customers
Michael W. Lowenstein

Gaining new customers costs a lot more than keeping current ones. This book offers guidelines for retaining your most valuable sources of profit.

Creating a Customer-Centered Culture: Leadership in Quality, Innovation and Speed
Robin L. Lawton

The idea is that what works in manufacuring - namely Total Qulaity Manaagement (TQM) - can be applied to customer service to acheive total customer satisfaction. The author applies the principles of Deming and Taguchi to promoting customer loyalty.

Delivering Knock Your Socks Off Service
Kristen Anderson, Ron Zemke

This customer service classic is now in its third edition.

Building Great Customer Experiences
Colin Shaw, John Ivens

This book is about how to engineer change in an existing organization in order to improve customer satisfaction.

Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System
Michael D. Johnson, Anders Gustafsson

The authors put forth a five-stage process for integrating customer satisfaction with marketing strategy and product development.

The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
James L. Heskett, Leonard A. Schlesinger, W. Earl Sasser

Detailed case studies about how the the best companies manage, market and hire to enhance customer loyalty and drive growth.

After The Sale: How to Manage Product Service for Customer Satisfaction and Profit
Joseph D. Patton, William H. Bleuel

The authors explain strategies for maintenance of durable equipment for customer satisfaction and profit.