Harvard Business Review on Customer Relationship Management

Features

• Cover Type: Paperback with 224 pages
• Published by: Harvard Business School Press January 15, 2002
• Written in: English
• ISBN 10 Number: 1578516994
• ISBN 13 Number: 978-1578516995
• Book Dimensions: 8 x 5.3 x 0.7 inches
• Weighs: 8.8 ounces

Reader Reviews
This is one in a series of several dozen volumes which comprise the "Harvard Business Review Paperback Series." Each offers direct, convenient, and inexpensive access to the best thinking on the given subject in articles originally published by the Harvard Business School Review. I strongly recommend all of the volumes in the series. The individual titles are listed at this Web site: www.hbsp.harvard.edu. The authors of various articles are among the world's most highly regarded experts on the given subject. Each volume has been carefully edited. An Executive Summary introduces each selection. Supplementary commentaries are also provided in most of the volumes, as is an "About the Contributors" section which usually includes suggestions of other sources which some readers may wish to explore. Some of the most valuable benefits in this volume are provided by comprehensive charts which, all by themselves, are worth far more than the cost of the book. Here are a few examples. * The Evolution and Transformation of Customers (page 4) and The Shifting Locus of Core Competencies (page 7): both are provided by C.K. Prahalad and Venkatram Ramaswamy. * Are Your Retail Pillars Solid -- or Crumbling? (page 52): Leonard L. Berry identifies the major differences between inferior retailers from superior retailers. * The Three Dimensions of Synchronization (page 90): Mohanbir Sawhney explains how any organization can present a single, unified face to the customer -- one that can change as market conditions warrant -- without imposing homogeneity on its people. * One Destination, Five Roads (page 111) and Teams and Work Groups: It Pays to Know the Difference (page 123): Jon R. Katzenbach and Jason A. Santamaria explain how five practices followed by the U.S. Marine Corps enable it to outperform all other organizations in terms of "engaging the hearts and minds of the front line." These and other charts are especially helpful whenever a reader wishes to review the key points in any of the eight essays, each of which provides cutting edge thinking and eminently practical advice. Although no bibliography is provided, those who wish to consult other sources need only read the About the Contributors section which will direct them to those sources. Comment | | (Report this)