J. J. SVIOKLA / BENSON P. SHAPIRO
The 1990s are being coined "the decade of the customer, " implying that greater attention to the customer's needs and perceptions is necessary to stay competitive. But Keeping Customers clearly illustrates that being customer-oriented is a more complex matter than simply beefing up customer service. It is a dynamic process that requires a set of interconnected management actions, implemented over time, to continually build and enhance relationships with customers as their demands evolve. A leading group of Harvard Business Review authors, including practitioners and analysts, illuminates key principles in building quality and service into a competitive package that increases value for the customer without sacrificing company profits. The book provides a provocative and comprehensive approach to an increasingly vital topic, and together with its companion volume, Seeking Customers, offers invaluable guidelines for achieving long-term profitability. A Harvard Business Review Book.
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