Don't Just Relate - Adovocate! - Urban - Books - Pearson Education (US) - 9780132931342 - May 11, 2005
In case cover and title do not match, the title is correct

Urban
Don't Just Relate - Adovocate! 1st edition

Get an email once the item is available
Do you have a profile? Log in

Our customers say:

14-day return policy in accordance with European consumer protection law
Top ranking on Trustpilot
Add to your iMusic wish list

Not rated yet

In today's environment companies need to go beyond relationship marketing" to be true customer advocates -- faithfully representing their customers' interests. Customer advocacy means providing customers and prospects with open, honest and complete information. It means talking with customers, not at them. In most companies, customer advocacy requires a massive transformation in both culture and process. In this book, MIT's Glen Urban covers the entire 'pyramid' of customer advocacy: the 'base' (starting with TQM and customer satisfaction initiatives); the 'middle' (relationship marketing); and the 'pinnacle': new advocacy techniques built on trust, not coercion. Companies from GM to Intel, Qwest to John Deere are beginning to recognize the urgent importance of customer advocacy. Urban reveals what they're trying, and what challenges they're up against -- and identifies crucial lessons for earning the customer trust needed to thrive in today's radically changed business environment.

256 pages

Media Books     Book
Released May 11, 2005
ISBN13 9780132931342
Publishers Pearson Education (US)
Pages 256
Dimensions 152 × 229 × 15 mm   ·   349 g
Language English  

More by Urban

Show all

Mere med samme udgiver

See all of Urban ( e.g. Book , CD and Blu-ray )