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More Suggested Reading List

BE OUR GUEST : Perfecting the art of customer service
by Disney Institute

CustomerCentric Selling
by Michael Bosworth

Moments of Truth
by Jan Carlzon

Clued In : How to Keep Customers Coming Back Again and Again
by Lewis Carbone

Successful Large Account Management
by Tad Tuleja

Angel Customers and Demon Customers: Discover Which is Which and Turbo-Charge Your Stock
by Larry Selden, Geoffrey Colvin

The CRM Handbook: A Business Guide to Customer Relationship Management
by Jill Dyché

by James L. Heskett

Think Like Your Customer : A Winning Strategy to Maximize Sales by Understanding and Influencing How and Why Your Customers Buy
by Bill Stinnett

ROI Selling : Increasing Revenue, Profit, and Customer Loyalty through the 360 Sales Cycle
by Michael Nick, Kurt Koenig

The Nordstrom Way : The Inside Story of America's #1 Customer Service Company
by Robert Spector, Patrick D. McCarthy

Becoming a Category of One: How Extraordinary Companies Transcend Commodity and Defy Comparison
by Joe Calloway

Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer

The Future of Competition: Co-Creating Unique Value with Customers
by C. K. Prahalad, Venkat Ramaswamy

When Fish Fly : Lessons for Creating a Vital and Energized Workplace - From the World Famous Pike Place Fish Market
by John Yokoyama, Joseph Michelli


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