Keeping customers

목차 (Table of Contents)

• CONTENTS
• Preface / John J. Sviokla ; Benson P. Shapiro = xiii
• Introduction / John J. Sviokla ; Benson P. Shapiro = xv
• Part Ⅰ Put the Customer at the Heart of Your Business
• Introduction = 3
• 1 What the Hell Is "Market Oriented"? / Benson P. Shapiro = 7
• 2 Marketing Is Everything / Regis McKenna = 19
• 3 After the Sale Is Over / Theodore Levitt = 39
• Part Ⅱ Manage the Business from the Customer's Point of View
• Introduction = 55
• 1 Staple Yourself to an Order / Benson P. Shapiro ; V. Kasturi Rangan ; John J. Sviokla = 59
• 2 Designing Services That Deliver / G. Lynn Shostack = 77
• 3 How to Manage Customer Service / William M. Hutchison, Jr. ; John F. Stolle = 91
• Part Ⅲ Execute with Quality
• Introduction = 115
• 1 Competing on the Eight Dimensions of Quality / David A. Garvin = 119
• 2 Quality Is More Than Making a Good Product / Hirotaka Takeuchi ; John A. Quelch = 137
• 3 The Power of Unconditional Service Guarantees / Christopher W. L. Hart = 151
• Part Ⅳ Keep the Relationship Vibrant
• Introduction = 169
• 1 Make Sure Your Customers Keep Coming Back / F. Stewart DeBruicker ; Gregory L. Summe = 173
• 2 Exploit Your Product's Service Life Cycle / George W. Potts = 187
• 3 Good Product Support Is Smart Marketing / Milind M. Lele ; Uday S. Karmarkar = 197
• 4 The Case of the Tech Service Tangle / Benson P. Shapiro = 215
• Part Ⅴ Turn Sews' Ears into silk Purses
• Introduction = 233
• 1 The Case of the Complaining Customer / Dan Finkelman ; Tony Goland = 237
• 2 The Profitable Art of Service Recovery / Christopher W. L. Hart ; James L. Heskett ; W. Earl Sasser, Jr. = 255
• Part Ⅵ Convert Customer Satisfaction into Profits
• Introduction = 273
• 1 Manage Customers for Profits (Not Just Sales) / Benson P. Shapiro ; V. Kasturi Rangan ; Rowland T. Moriarty ; Elliot B. Ross = 277
• 2 Suppliers - Manage Your Customers / Randy Myer = 293
• 3 Zero Defections : Quality Comes to Services / Frederick F. Reichheld ; W. Earl Sasser, Jr. = 311
• Part Ⅶ Measure What Matters
• Introduction = 327
• 1 How to Measure Yourself Against the Best / Frances Gaither Tucker ; Seymour M. Zivan ; Robert C. Camp = 331
• 2 Measure Costs Right : Make the Right Desisions / Robin Cooper ; Robert S. Kaplan = 337
• 3 The Performance Measurement Manifesto / Robert G. Eccles = 355
• About the Contributors = 369
• Index = 375