Cover -- Contents -- List of Figures -- 1 Customer Relationship Management: Global and Local Dimensions -- Global Perspective on Customer Relationship Management -- The Concept and Relevance of Customer Relationship Management -- The Three Pillars of Integral Customer Relationship Management -- Advantages and Objective of Customer Relationship Management -- Questions for Discussion -- 2 Customer Orientation -- The Concept and Relevance of Customer Orientation -- Personnel and Customer Orientation -- Technology and Customer Orientation -- Organizational Structure and Customer Orientation -- Questions for Discussion -- 3 Product Quality -- The Concept of Quality -- The Kano Model -- Quality Function Deployment -- Questions for Discussion -- Appendix -- 4 Customer Satisfaction -- The Concept and Relevance of Customer Satisfaction -- Customer Satisfaction Viewed According to a Theoretical Model -- Customer Satisfaction from a Behavioral Science Perspective -- Measuring Customer Satisfaction -- Questions for Discussion -- 5 Customer Retention -- The Concept and Relevance of Customer Retention -- Causes of Customer Retention/Commitment -- Advantages of Customer Retention -- Tools of Customer Retention -- Questions for Discussion -- 6 Customer Value -- Approaches to Acquiring Customer Value -- Questions for Discussion -- 7 Company Success: Customer Relationship Management and the Balanced Scorecard -- The Balanced Scorecard -- The Four Perspectives of the Balanced Scorecard -- Questions for Discussion -- 8 Challenges for Global Customer Relationship Management -- The Primary Challenges Facing Successful Customer Relationship Management Implementation Efforts -- Going Global: A Strategic and Central Approach for Customer Relationship Management -- Questions for Discussion -- Appendix: Case Studies on Customer Relationship Management.

1 Customer Satisfaction at Paradorn Bank -- 2 The Case of Discovery -- 3 AB Swedish Lumber -- 4 The Case of Leban, Inc. and the Croatian Frozen Packaged Foods Market -- 5 Customer Orientation at Tesco -- 6 Mikhak Fresh Cut Flowers -- Bibliography -- Index.