Contents

The Harvard Business Review

Stop Trying to Delight Your Customers

Matthew Dixon, Karen Freeman, and Nicholas Toman

Companies and the Customers Who Hate Them

Gail McGovern and Youngme Moon

The One Number You Need to Grow

Frederick F. Reichheld

Putting the Service-Profit Chain to Work

James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger

The Mismanagement of Customer Loyalty

Werner Reinartz and V. Kumar

CRM Done Right

Darrell K. Rigby and Dianne Ledingham

Diamonds in the Data Mine

Gary Loveman

Want to Perfect Your Company’s Service?

Richard B. Chase and Sriram Dasu

Best Face Forward

Jeffrey F. Rayport and Bernard J. Jaworski

Get Harvard Business Review on Increasing Customer Loyalty now with the O’Reilly learning platform.

O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.