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Books

B. McConnell, J. Huba, Creating Customer Evangelists, Dearborn, 2003. ISBN 0793155614 .  Read the abstract  View this book at Amazon.com

C. Coffman, Follow This Path: How the World's Greatest Organizations Drive Growth by Unleashing Human Potential, Warner Books, 2002. ISBN 0446530506 .  Read the abstract  View this book at Amazon.com

L. Bossidy, Execution: The Discipline of Getting Things Done, Crown Pub, 2002. ISBN 0609610570 .  Read the abstract  View this book at Amazon.com

C. Shaw, Building Great Customer Experiences, Palgrave Macmillan, September 2002. ISBN 0333990137 .  Read the abstract  View this book at Amazon.com

P. Seybold, The Customer Revolution, Crown Pub, 2001. ISBN 0609607723 .  Read the abstract  View this book at Amazon.com

C. Imhoff, Building the Customer-Centric Enterprise: Data Warehousing Techniques for Supporting Customer Relationship Management, John Wiley & Son Ltd, 2001. ISBN 0471319813 .  Read the abstract  View this book at Amazon.com

J. McKean, Information Masters: Secrets of the Customer Race, John Wiley & Son Ltd, 1999. ISBN 0471988014 .  Read the abstract  View this book at Amazon.com

S. Heiman, The New Strategic Selling: The Unique Sales System Proven Successful by the World's Best Companies, Warner Books, 1998. ISBN 0446673463 .  Read the abstract  View this book at Amazon.com

I. Gordon, Relationship Marketing : New Strategies, Techniques and Technologies, John Wiley & Son Ltd, 1998. ISBN 0471641731 .  Read the abstract  View this book at Amazon.com

M. Lowenstein, The Customer Loyalty Pyramid, Greenwood Publishing Group, 1997. ISBN 1567200761 .  Read the abstract  View this book at Amazon.com

T. Redman, Data Quality For The Information Age, Artech House, 1996. ISBN 0890068836 .  Read the abstract  View this book at Amazon.com

T. Tuleja, Successful Large Account Management, Warner Books, 1992. ISBN 0446393568 .  Read the abstract  View this book at Amazon.com

International journals

D. Peppers, M. Rogers, "A Customer Focus Works in a Down Economy", Inside 1 to 1, June 2003.  Read the abstract  Read the full article

M. D'Antonio, "Quaker Chemical Empowers Staff with Rich Customer Data", Inside 1 to 1, June 2003.  Read the abstract  Read the full article

D. Peppers, M. Rogers, "Triggering Higher Sales", Inside 1 to 1, March 2003.  Read the abstract  Read the full article

D. Peppers, M. Rogers, "Avoid the Pitfalls of Analytics Initiatives", Inside 1 to 1, February 2003.  Read the abstract  Read the full article

S. Skinner, "Customer Value Locks in Shareholder Value", Inside 1 to 1, February 2003.  Read the abstract  Read the full article

R. Forsyth, "Putting the customer at the heart of your CRM programme", CRM Forum, May 2003.  Read the abstract  Read the full article

P. Goldie, "Experience Matters — More Now Than Ever", Macromedia Edge, March 2003.  Read the abstract  Read the full article

J. Chu, T. Pike, "CRM begins with the Customer Experience", DM Review, March 2003.  Read the abstract  Read the full article

T. Spitale, J. Daly, "From Products to Customer ROI", Inside 1 to 1, May 2003.  Read the abstract  Read the full article

R. Burbury, "Behind the CRM Fiasco", Financial Review, March 2003.  Read the abstract  Read the full article

P. Collins, "Customer Strategy Fuels ROI at Fast Growing Firms", Trendsetter Barometer, January 2003.  Read the abstract  Read the full article

D. Peppers, "Does Every Company need Customer Strategy", Inside 1 to 1, January 2003.  Read the abstract  Read the full article

D. Peppers, M. Rogers, "Customer-Based Projects Lack Successful Focus", Inside 1 to 1, January 2003.  Read the abstract  Read the full article

D. Peppers, M. Rogers, "U.K. Companies Going After Share of Wallets", Inside 1 to 1, January 2003.  Read the abstract  Read the full article

D. Peppers, M. Rogers, "Customer Retention: Aim For Your Best Customers", Inside 1 to 1, January 2003.  Read the abstract  Read the full article

C. Salter, "Customer Service at Commerce Bank", Fast Company, 2003.  Read the abstract  Read the full article

D. Peppers, M. Rogers, "Predicting Needs", Inside 1 to 1, November 2002.  Read the abstract  Read the full article

J. Ladley, "Beyond the Data Warehouse: Information Management Maturity", DM Review, August 2002.  Read the abstract  Read the full article

B. Langer, "Online Billing:The Right Strategy for You and Your Customers?", Inside 1 to 1, December 2002.  Read the abstract  Read the full article

D. Peppers, M. Rogers, "Analytics goes Hand-in-hand with Strategy", Inside 1 to 1, December 2002.  Read the abstract  Read the full article

C. Worsley, "Closing the Information Gap on Customer Intelligence", DM Review, October 2002.  Read the abstract  Read the full article

B. Langer, "Bank of America: A Corporate Mom-and-Pop Shop?", Inside 1 to 1, November 2002.  Read the abstract  Read the full article

V. Veldore, "Business Analysis for the Retail Banking Industry", DM Review, November 2002.  Read the abstract  Read the full article

S. Coyles, T. Gokey, "Customer: Retention Is Not Enough", The McKinsey Quarterly, December 2002.  Read the abstract  Read the full article

R. Singel, "Total Info System Totally Touchy", Wired News, December 2002.  Read the abstract  Read the full article

J. Duffy, "Listening and Learning: The Foundation of Customer Value Equity", Group VP, Solutions Research, December 2002.  Read the abstract  Read the full article

D. Peppers, "Transforming Frequency Programs into True Loyalty Programs", Inside 1 to 1, November 2002.  Read the abstract  Read the full article

D. Peppers, M. Rogers, "Don't Call It CRM!", Inside 1 to 1, November 2002.  Read the abstract  Read the full article

R. DeSisto, "Why customer relationship management will not go away", Gartner, October 2002.  Read the abstract  Read the full article

D. Shinnebarger, "Strategies For Identifying Your Best Customers", Inside 1 to 1, October 2002.  Read the abstract  Read the full article

D. Dunne, "The CRM Backlash", CIO Magazine, August 2002.  Read the abstract  Read the full article

A. Mello, "CRM's Dirty Little Secret", ZDNet Newsletters |, July 2002.  Read the abstract  Read the full article

Book chapters

N. Woodcock, M. Stone, "Building CRM Programs with Payback", QCi, 2003.  Read the abstract

N. Woodcock, M. Stone, "Customer Management: Key Messages for Senior Management", QCi, 2003.  Read the abstract

Reports

V. Dimitroff, "Do's and Dont's of Customer Centricity", Round (UK) Ltd, 2003.  Read the full article

D. Peppers, M. Rogers, "Investing in Customers: The Financial Services", Peppers and Rogers Group, 2003.  Read the abstract  Read the full article

C. Shaw, "Customer Experience - The Next Competitive Battleground", Beyond Philosophy, 2003.  Read the abstract  Read the full article

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