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Palgrave Macmillan

Customer Loyalty and Success

  • Book
  • © 1995

Overview

Authors:
  1. James J. Lynch
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Table of contents (10 chapters)

  1. Front Matter

    Pages i-xiv
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  2. Tomorrow’s Customer is Today’s

    • James J. Lynch
    Pages 1-23

  3. Moving beyond Marketing

    • James J. Lynch
    Pages 24-65

  4. Creating and Sustaining Loyalty Advantage

    • James J. Lynch
    Pages 66-97

  5. The Three Dimensions of Customer Retention

    • James J. Lynch
    Pages 98-130

  6. Customer Input Management

    • James J. Lynch
    Pages 131-160

  7. Not just Caring but Sharing

    • James J. Lynch
    Pages 161-187

  8. Not just Receiving but Resourcing

    • James J. Lynch
    Pages 188-207

  9. Not just Value Seeking but Values Searching

    • James J. Lynch
    Pages 208-236

  10. Not Just Shopping but Shaping

    • James J. Lynch
    Pages 237-264

  11. Not just Synergy but Symbiosis

    • James J. Lynch
    Pages 265-287

  12. Back Matter

    Pages 289-292
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Keywords

About this book

This new book focusses upon customer care in relation to Human Resource Management issues and strategic planning. It addresses the objective of customer loyalty and retention in relation to business success and shows how this can integrate a company's strategy with regard to Marketing, Human Resource Management, Quality and Management of Change. This is an innovative book in a topical area that draws upon case study material.

About the author

JAMES J. LYNCH

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