Harvard Business Review on Increasing Customer LoyaltyPaperback, 12 April 2011

How do you keep your customers coming back-and get them to bring others?

If you need the best practices and ideas for making your
customers loyal and profitable--but don't have time to find
them--this book is for you. Here are nine inspiring and useful
perspectives, all in one place.

This collection of HBR articles will help you:

- Turn angry customers into loyal advocates

- Get more people to recommend you

- Boost customer satisfaction by satisfying your employees

- Focus on profitable customers--whether they're loyal or not

- Invest in the right CRM technology for your business

- Mine customer data for more effective marketing

- Increase your customers' lifetime value