More Suggested Reading

Managing Customer Relationships : A Strategic Framework
by Don Peppers, Martha Rogers

Customer Mania! : It's Never Too Late to Build a Customer-Focused Company
by Ken Blanchard

BE OUR GUEST : Perfecting the art of customer service
by Disney Institute

The Firm of the Future: A Guide for Accountants, Lawyers, and Other Professional Services
by Paul Dunn, Ronald J. Baker

CustomerCentric Selling
by Michael Bosworth

Moments of Truth
by Jan Carlzon

Clued In : How to Keep Customers Coming Back Again and Again
by Lewis Carbone

What Clients Love: A Field Guide to Growing Your Business
by Harry Beckwith

Angel Customers and Demon Customers: Discover Which is Which and Turbo-Charge Your Stock
by Larry Selden, Geoffrey Colvin

The CRM Handbook: A Business Guide to Customer Relationship Management
by Jill Dyché

The SERVICE PROFIT CHAIN
by James L. Heskett

Think Like Your Customer : A Winning Strategy to Maximize Sales by Understanding and Influencing How and Why Your Customers Buy
by Bill Stinnett

ROI Selling : Increasing Revenue, Profit, and Customer Loyalty through the 360 Sales Cycle
by Michael Nick, Kurt Koenig

The Nordstrom Way : The Inside Story of America's #1 Customer Service Company
by Robert Spector, Patrick D. McCarthy

Becoming a Category of One: How Extraordinary Companies Transcend Commodity and Defy Comparison
by Joe Calloway