Customer Relationship
How to rescue CRM
Manuel Ebner, Arthur Hu, Daniel Levitt, Jim McCrory
The Antidote to Mismanaged CRM Initiatives
Carlos Costa, Miki Tsusaka, Nicholas Keuper , Christophe Duthoit, Kate Sayre
Co-opting Customer Competence
C.K. Prahalad, Venkatram Ramaswamy
Moving Beyond ABM to Account-Based Engagement
Robert Archacki, Phillip Andersen, Scott Rhodes, Basir Mustaghni
Consumers: Brands’ Response to Crisis Influences Loyalty
How the manner in which a company manages a crisis affects (or not) its customers’ loyalty.