All ITSMA Relationship Marketing Documents     

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Combining Interactive Media and Entertainment to Redefine Customer Dialogues: An Interview with Keith Ferrazzi, President and CEO, YaYa
Document Type: Viewpoint          Pub. Date: December 5, 2002        Ref. Number:  V0019
Kronos Incorporated: Managing and Marketing Customer Satisfaction
Document Type: Case Study          Pub. Date: August 12, 2002        Ref. Number:  CS0003
Guidelines for Client Experience Management
Document Type: Tool          Pub. Date: June 1, 2002        Ref. Number:  TB021
Managing Key Clients: Guidelines for Success
Document Type: Tool          Pub. Date: April 1, 2002        Ref. Number:  TB019
Reference Management Guide
Document Type: Tool          Pub. Date: August 1, 2001        Ref. Number:  TB010
The Satisfaction-Loyalty Equation
Document Type: Tool          Pub. Date: March 1, 2001        Ref. Number:  TB005
Tools for Listening to the Customer
Document Type: Tool          Pub. Date: January 1, 2001        Ref. Number:  TB003
How Customers Define Value
Document Type: Online Briefing          Pub. Date: November 21, 2000        Ref. Number:  OLB112100
Cisco Systems, Inc. Empowering Channel Partners Electronically
Document Type: Case Study          Pub. Date: August 1, 2000        Ref. Number:  C0029
IT Services and Corporate Social Responsibility: Part II: Leveraging the Power of Philanthropy and Cause-Related Marketing
Document Type: Update          Pub. Date: July 1, 2000        Ref. Number:  U0027
Strengthening Services Sales: A Client-Centric Approach
Document Type: Update          Pub. Date: June 1, 2000        Ref. Number:  U0025
IT Services and Corporate Social Responsibility: Part I: An Industry Report Card
Document Type: Update          Pub. Date:         Ref. Number:  U0026
Cause Related Marketing: Leveraging the Power of Community Connection
Document Type: Online Briefing          Pub. Date: May 9, 2000        Ref. Number:  OLB050900
EMC: Customer Service Marketing from Scratch
Document Type: Case Study          Pub. Date: April 1, 2000        Ref. Number:  C0025
Microsoft Corporation: A Case Study in Services Strategy Alignment
Document Type: Case Study          Pub. Date: March 1, 1999        Ref. Number:  C0016
Sustaining Business Success, Leonard L. Berry
Document Type: Viewpoint          Pub. Date:         Ref. Number:  V0009
Leveraging a Key Client Relationship Strategy, Gale S. Fitzgerald, CTG
Document Type: Viewpoint          Pub. Date: August 1, 1998        Ref. Number:  V0007
Loyalty-Based Growth Strategies, Frederick Reichheld, Bain & Company
Document Type: Viewpoint          Pub. Date: May 1, 1998        Ref. Number:  V0006
Maximizing Customer Loyalty: The Role of Services Marketing
Document Type: Focus Report          Pub. Date: August 1, 1997        Ref. Number:  F001
IBM: Managing Customer Relationships as a Disciplined Process
Document Type: Case Study          Pub. Date: July 1, 1997        Ref. Number:  C0010
Marketing Services Internally: Highlights from March 1997 Executive Forum
Document Type: Update          Pub. Date: April 1, 1997        Ref. Number:  U0008
General Electric Medical Systems: Establishing an Ongoing Dialogue with Customers
Document Type: Case Study          Pub. Date: March 1, 1997        Ref. Number:  C0009
Growing the Services Business
Document Type: Update          Pub. Date: February 1, 1997        Ref. Number:  U0007
PeopleSoft Corporation: Delivering Outrageous Customer Service
Document Type: Case Study          Pub. Date: May 1, 1996        Ref. Number:  C0007
Cisco Systems, Inc.: Leading the Way in Delivering Electronic Support Services
Document Type: Case Study          Pub. Date: October 1, 1995        Ref. Number:  C0005