Managing the change from marketing planning to customer relationship management

Long Range Planning

Volumn 29, Issue 5, 1996, Pages 675-683

  Stone, Merlin ^a   Woodcock, Neil ^b   Wilson, Muriel ^b  

^a KINGSTON UNIVERSITY   (United Kingdom)

^b QCI Ltd   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0003103458     PISSN: 00246301     EISSN: None     Source Type: Journal    
DOI: 10.1016/0024-6301(96)00061-1     Document Type: Article

References (6)

1. M. Stone and N. Woodcock, Relationship Marketing, Kogan Page (1995).
2. D. MacKechnie, Customer profitability, Customer Service Management VII, 40-41 (1995).
3. M. Stone, Managing customer loyalty: schemes, themes or dreams?, Customer Service Management IV, September, 31-34 (1994).
4. The Henley Centre, The Loyalty Paradox (1994).
5. M. Stone, Communicating with customers to keep them loyal, Business: Growth and Profitability 1 (3), (1995).
6. M. Stone, A. Bond, S. Lockhart and J. Coombs, Retail customer loyalty - what works in practice, Customer Service Management VII, 22-25 (1995).