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Mark   Media Year
HF 5415.5 G7 : CRM at the speed of light : essential customer strategies for the 21st century / Paul Greenberg.; BJL     
      CRM at the speed of light : essential customer strategies for the 21st century / Paul Greenberg. BJL  BOOK 2004
HF 5415.5 G9    
      The brave new service strategy : aligning customer relationships, market strategies, and business str BJL  BOOK c2000
      Competing in a service economy : how to create a competitive advantage through service development an BJL  BOOK c2003
HF 5415.5 H3 : Harvard business review on customer relationship management.; BJL     
      Harvard business review on customer relationship management. BJL  BOOK 2002
HF5415.5 .H474 2015 : What great service leaders know and do : creating breakthroughs in service firms / James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger.; Online materials     
      What great service leaders know and do : creating breakthroughs in service firms / James L. Heskett, Online materials  EBOOKS 2015
HF 5415.5 H6 : Service level agreements : measuring cost and quality in service relationships.; BJL     
      Service level agreements : measuring cost and quality in service relationships. BJL  BOOK 1993
HF 5415.5 H7 : 12 steps to success through services : a complete programme for winning and keeping customers / Barrie Hopson and Mike Scally.; BJL     
      12 steps to success through services : a complete programme for winning and keeping customers / Barri BJL  BOOK 1989
HF5415.5 .K363 : The age of intent : using artificial intelligence to deliver a superior customer experience / P.V. Kannan with Josh Bernoff.; BJL     
      The age of intent : using artificial intelligence to deliver a superior customer experience / P.V. Ka BJL  BOOK 2019
HF 5415.5 K5 : Customer relationship management : getting it right!.; BJL     
      Customer relationship management : getting it right!. BJL  BOOK 2003
HF 5415.5 K9 : Customer relationship management : a databased approach / V. Kumar, Werner J. Reinartz.; BJL     
      Customer relationship management : a databased approach / V. Kumar, Werner J. Reinartz. BJL  BOOK 2006
HF 5415.5 L9 : Customer service : building successful skills for the twenty-first century.; BJL     
      Customer service : building successful skills for the twenty-first century. BJL  BOOK 2005
HF 5415.5 M1 : Creating customer evangelists : how loyal customers become a volunteer sales force / Ben McConnell, Jackie Huba.; BJL     
      Creating customer evangelists : how loyal customers become a volunteer sales force / Ben McConnell, J BJL  BOOK c2003
HF5415.5 .M16 : Managing service quality (Online); Online materials     
      Managing service quality [electronic resource]. Online materials  EJOURNALS 2014
HF 5415.5 M3 : Managing quality customer service.; BJL     
      Managing quality customer service. BJL  BOOK 1989
HF 5415.5 M5 : The social customer : how brands can use social CRM to acquire, monetize, and retain fans, friends, and followers / Adam Metz.; BJL     
      The social customer : how brands can use social CRM to acquire, monetize, and retain fans, friends, a BJL  BOOK 2011
HF 5415.5 N2 : Exceeding customer expectations : find out what your customers want - and give them even more / Susan Nash and Derek Nash.; BJL     
      Exceeding customer expectations : find out what your customers want - and give them even more / Susan BJL  BOOK 2000
HF 5415.5 N3 : Creating customer value : the path to sustainable competitive advantage.; BJL     
      Creating customer value : the path to sustainable competitive advantage. BJL  BOOK 1995
HF 5415.5 N5 : Why CRM doesn't work : how to win by letting customers manage the relationship.; BJL     
      Why CRM doesn't work : how to win by letting customers manage the relationship. BJL  BOOK c2003
HF 5415.5 P3    
      Delivering customer service : a practical guide to managing successful customer relationships. BJL  BOOK 1999
      The handbook of CRM : achieving excellence in customer management / Adrian Payne. BJL  BOOK 2006
HF 5415.5 P4 : Managing customer relationships : a strategic framework / Don Peppers, Martha Rogers.; BJL     
      Managing customer relationships : a strategic framework / Don Peppers, Martha Rogers. BJL  BOOK c2004
HF 5415.5 R3 : The loyalty effect : the hidden force behind growth, profits, and lasting value / Frederick F. Reichheld with Thomas Teal.; BJL     
      The loyalty effect : the hidden force behind growth, profits, and lasting value / Frederick F. Reichh BJL  BOOK 2001
HF 5415.5 R9    
      Customer relationship management / Neil Russell-Jones. BJL  BOOK c2002
      Driving customer equity : how customer lifetime value is reshaping corporate strategy / Roland T. Rus BJL  BOOK 2000
HF 5415.5 S3 : Winning at service : lessons from service leaders / Waldemar Schmidt, Gordon Adler, Els van Weering.; BJL     
      Winning at service : lessons from service leaders / Waldemar Schmidt, Gordon Adler, Els van Weering. BJL  BOOK c2003
HF 5415.5 S4 : Creating customer delight : the how and why of CRM / Rakesh Seth, Kirti Seth.; BJL     
      Creating customer delight : the how and why of CRM / Rakesh Seth, Kirti Seth. BJL  BOOK 2005
HF 5415.5 S5    
      Building great customer experiences / Colin Shaw and John Ivens. BJL  BOOK 2005
      The customer revolution : how to thrive when customers are in control / Patricia B. Seybold with Ronn BJL  BOOK 2002
      The DNA of customer experience : how emotions drive value / Colin Shaw. BJL  BOOK 2007
      Revlutionize your customer experience : Colin Shaw. BJL  BOOK 2005
HF 5415.5 S6 : Managing the customer experience : turning customers into advocates / Shaun Smith and Joe Wheeler.; BJL     
      Managing the customer experience : turning customers into advocates / Shaun Smith and Joe Wheeler. BJL  BOOK 2002
HF5415.5 .S7376 2010 : Brilliant customer service / Debra Stevens.; BJL     
      Brilliant customer service / Debra Stevens. BJL  BOOK 2010
HF 5415.5 S8    
      Customer relationship marketing : get to know your customers and win their loyalty / Merlin Stone, Ne BJL  BOOK 2000
      The new marketing conversation : creating and strengthening relationships between buyers and sellers BJL  BOOK c2005
HF 5415.5 S9 : Accelerating customer relationships : using CRM and relationship technologies.; BJL     
      Accelerating customer relationships : using CRM and relationship technologies. BJL  BOOK 2001
HF 5415.5 T2    
      Quality : sustaining customer service. BJL  BOOK 1993
      Quality : total customer service. BJL  BOOK 1993
HF 5415.5 T7 : Just enough CRM.; BJL     
      Just enough CRM. BJL  BOOK c2003
HF 5415.5 U4 : The ultimate CRM handbook : strategies and concepts for building enduring customer loyalty and profitability / John G. Freeland, editor.; BJL     
      The ultimate CRM handbook : strategies and concepts for building enduring customer loyalty and profit BJL  BOOK c2003
HF 5415.5 U5 : Understanding and managing customers / edited by Isobel Doole, Peter Lancaster, Robin Lowe.; BJL     
      Understanding and managing customers / edited by Isobel Doole, Peter Lancaster, Robin Lowe. BJL  BOOK 2005
HF 5415.5 W7    
      Dealing with customer complaints. BJL  BOOK c1996
      Word-of-mouth marketing. BJL  BOOK 1991
HF 5415.5 Z4 : Delivering quality service : balancing customer perceptions and expectations / Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry.; BJL     
      Delivering quality service : balancing customer perceptions and expectations / Valarie A. Zeithaml, A BJL  BOOK 1990
HF 5415.5 Z5 : Knock your socks off service recovery / Ron Zemke and Chip R. Bell.; BJL     
      Knock your socks off service recovery / Ron Zemke and Chip R. Bell. BJL  BOOK c2000
HF 5415.5 Z6 : Customer relationship management : integrating marketing strategy and information technology / William G. Zikmund, Raymond McLeod , Jr. and Faye W. Gilbert.; BJL     
      Customer relationship management : integrating marketing strategy and information technology / Willia BJL  BOOK 2003
HF 5415.523 C3 : Customer advisory boards : a strategic tool for customer relationship building.; BJL     
      Customer advisory boards : a strategic tool for customer relationship building. BJL  BOOK c2003
HF 5415.525 C6 : Capturing customers' hearts : leave the competition to chase their pockets.; BJL     
      Capturing customers' hearts : leave the competition to chase their pockets. BJL  BOOK 2000
HF 5415.525 H7 : Commitment-led marketing : the key to brand profits is in the customer's mind / Jan Hofmeyr and Butch Rice.; BJL     
      Commitment-led marketing : the key to brand profits is in the customer's mind / Jan Hofmeyr and Butch BJL  BOOK c2000
HF 5415.525 H9 : Scoring points : how Tesco continues to win customer loyalty / Clive Humby, Terry Hunt and Tim Phillips.; BJL     
      Scoring points : how Tesco continues to win customer loyalty / Clive Humby, Terry Hunt and Tim Philli BJL  BOOK c2007
HF 5415.525 R3 : Loyalty rules! : how today's leaders build lasting relationships.; BJL     
      Loyalty rules! : how today's leaders build lasting relationships. BJL  BOOK c2001
HF 5415.525 T4 : Who stole my customer?? : winning strategies for creating and sustaining customer loyalty.; BJL     
      Who stole my customer?? : winning strategies for creating and sustaining customer loyalty. BJL  BOOK c2004
HF 5415.53 N6 : Service level management : customer focused / Jan Niessen, Paul Oldenburg.; BJL     
      Service level management : customer focused / Jan Niessen, Paul Oldenburg. BJL  BOOK 1997
HF 5415.55 B3 : Leading through relationship marketing : how winning organisations leverage stakeholder relationships to improve business performance.; BJL     
      Leading through relationship marketing : how winning organisations leverage stakeholder relationships BJL  BOOK 2004
HF 5415.55 B8 : Relationship marketing : management of customer relationships.; BJL     
      Relationship marketing : management of customer relationships. BJL  BOOK 2003
HF 5415.55 C5 : Relationship marketing : creating stakeholder value / Martin Christopher, Adrian Payne, David Ballantyne.; BJL     
      Relationship marketing : creating stakeholder value / Martin Christopher, Adrian Payne, David Ballant BJL  BOOK 2002
HF 5415.55 C8 : Customers that count : how to build living relationships with your most valuable customers / Tony Cram.; BJL     
      Customers that count : how to build living relationships with your most valuable customers / Tony Cra BJL  BOOK 2001
HF 5415.55 D6 : Strategic market relationships : from strategy to implementation / Bill Donaldson, Tom O'Toole.; BJL     
      Strategic market relationships : from strategy to implementation / Bill Donaldson, Tom O'Toole. BJL  BOOK 2002
HF 5415.55 E2    
      Relationship marketing : exploring relational strategies in marketing. BJL  BOOK 2001
      Relationship marketing : exploring relational strategies in marketing. BJL  BOOK 2004
      Relationship marketing : exploring relational strategies in marketing / John Egan. BJL  BOOK c2008
      Relationship marketing : exploring relational strategies in marketing / John Egan. BJL  BOOK 2011
HF 5415.55 G5 : Permission marketing : turning strangers into friends, and friends into customers / Seth Godin.; BJL     
      Permission marketing : turning strangers into friends, and friends into customers / Seth Godin. BJL  BOOK 2002
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