Customers

Customers

New Views on Digital CRM

Managers’ opinions vary about the goals and value of Internet marketing.

Lauren Keller Johnson

October 15, 2002

Customers

The Real Value of Customer Loyalty

Customer-lifetime value is more than a metric; it’s a way of thinking and of doing business.

Lauren Keller Johnson

January 15, 2002

Customers

Attention, Retailers! How Convenient Is Your Convenience Strategy?

Kathleen Seiders, Leonard L. Berry and Larry G. Gresham

April 15, 2000

Customers

Understanding Customer Delight and Outrage

Benjamin Schneider and David E. Bowen

October 15, 1999

Customers

Recovering and Learning from Service Failure

Is your company doing its best to address customer complaints and learn from mistakes?

Stephen S. Tax and Stephen W. Brown

October 15, 1998

Customers

Listening to the Customer — The Concept of a Service-Quality Information System

Leonard L. Berry and A. Parasuraman

April 15, 1997

Customers

Best Practice for Customer Satisfaction in Manufacturing Firms

Abbie Griffin, Greg Gleason, Rick Preiss and Dave Shevenaugh

January 15, 1995

Customers

Five Imperatives for Improving Service Quality

Leonard L. Berry, Valarie A. Zeithaml and A. Parasuraman

July 15, 1990