Explores the critical need to measure customers' long-term profitability and loyalty to identify the specific products and services that can increase the custom

A pattern is a general, reusable solution to a frequent or common challenge. This book is the second edition of the most comprehensive collection of ready-to-us

Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wr

You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experien