Getting the most from customer relationships.(What I Learned From Sam Walton: How to Compete and Thrive in a Wal-Mart World)(Who Stole My Customer?: Winning Strategies for Creating and Sustaining Customer Loyalty)(The Secrets of Great Sales Management: Advanced Strategies for Maximizing Performance)(In Beyond the Brand: Why Engaging the Right Customers Is Essential to Winning in Business)(Customer Relationship Management in Electronic Markets )(Book Review)

CRM Magazine, November, 2004 by Favilla, Emmy

Wal-Mart veteran Michael Bergdahl delivers useful insights into the retailer's strategies, including customer service, in What I Learned From Sam Walton: How to Compete and Thrive in a Wal-Mart World (John Wiley & Sons). Insider tips, checklists, and a comprehensive self-assessment test help readers create their own winning service strategies.

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Who Stole My Customer?: Winning Strategies for Creating and Sustaining Customer Loyalty (Prentice Hall), by Harvey Thompson, dares to take a look at the darker side of relationships, urging readers to examine which competitors may just have a better pulse on their customers. By systematically understanding which customers to target, and by dispelling 10 common myths about customers, this...