Co-opting Customer Competence / C. K. Prahalad and Venkatram Ramaswamy
Get Inside the Lives of Your Customers / Patricia B. Seybold
Old Pillars of New Retailing / Leonard L. Berry
Want to Perfect Your Company's Service? Use Behavioral Science / Richard B. Chase and Sriram Dasu
Don t Homogenize, Synchronize / Mohanbir Sawhney
Firing Up the Front Line / Jon R. Katzenbach and Jason A. Santamaria
Preventing the Premature Death of Relationship Marketing / Susan Fournier, Susan Dobscha and David Glen Mick
See Your Brands Through Your Customers' Eyes / Chris Lederer and Sam Hill.
