Customer Impact Agenda

Customer Communities Engage and Retain Customers to Build the Future of Your Business

Nick Mehta

Designed for digital

Jeanne W. Ross

The experience economy

B.Joseph Pine, James H. Gilmore

The Customer of the Future 10 Guiding Principles for Winning Tomorrow's Business

Blake Morgan

Customer Understanding

Annette Franz

The Social CEO

Damian Corbet

The Customer Centricity Playbook

Peter Fader

This is Service Design Doing

Marc Stinkdorn

The New Rules of Sales and Service

David Meerman Scott

Inside the Mind of the Shopper

Herb Sorensen

Farm Don't Hunt The Definitive Guide to Customer Success

Guy Nirpaz

When Digital Becomes Human

Steven Van Belleghem

Integrated marketing communications

Chitty

Customer impact agenda

Phil Winters

Technical Impact Making Your Information Technology Effective, and Keeping It That Way

Al Kuebler

The Power of Customer Misbehavior Drive Growth and Innovation by Learning from Your Customers

M. Fisher

The four steps to the epiphany

Steve Blank

E-Marketing

Judy Strauss

Emarketing excellence

Dave Chaffey

Experience Design : A Framework for Integrating Brand, Experience, and Value

Patrick. Newbery

The Intention Economy When Customers Take Charge

Doc Searls

Call Center Management On Fast Forward

Brad Cleveland

Relathionship Marketing and Customer Relation…

Adele Berndt

Making ideas happen

Scott Belsky

Strategic Customer Service

John Thomas Aalstad

Customer Relationship Management concepts and technologies

Francis Buttle

Amazon.com Services Marketing: Integrating Customer Focus Across the Firm

Valerie Zeithalm, Mary Jo Bitner, Dwayne Gremler

Selling Today Creating Customer Value

Gerald L. Manning

Leadership Brands

Dave Ulrich og Norm Smallwood

Customer Equity Management

Roland Ahlstrand

What Customers Want

Ulwick, Anthony

Agenda

Michael Hammer

Positioning: The battle for your mind

Al Ries,

Reframing business: egen the map changes the landscape

Richard Normann

Service Level Management Customer Focused

Jan Niessen

Defining moments

Joseph Badaracco

Managing Customer Value Creating Quality and Service That Customers Can See

Bradley T. Gale

Keeping Customers in Good Times & Bad

Ronald A. Nykiel Ph.D

Thriving on chaos

Peters, Thomas J.

The Change Masters

Rosabeth Moss Kanter