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New Book added

Managing Customers as Investments
Author: Sunil Gupta and Donald Lehman
Don’t be fooled by Amazon.co.uk saying this book is out August 2005, which it said when I looked at it. The publisher tells me it was published February 2005 in the UK and there are already some used ones on Amazon.co.uk if you want to click through from here to take a look. In the States it came out in January, so you’re fine there, too!
Chapter headings:
1. Customers Are Assets.
2. The Value of a Customer.
3. Customer-Based Strategy.
4. Customer-Based Valuation.
5. Customer-Based Planning.
6. Customer-Based Organization.

Plus an appendix on Estimating Customer Lifetime Value (CLV) and an appendix on the Impact of Retention on Share and Profits.
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Our Top 5 Books
1. It’s Your Ship. Management techniques from the best damn ship in the Navy
Author: Captain D. Michael Abrashoff
Phil Dourado: Captain Mike Abrashoff used to ask his crew these three questions every six weeks: 1.
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2. Blink: The Power of Thinking Without Thinking
Author: Malcom Gladwell
(From Amazon): Intuition is not some magical and mysterious property that arises unbidden from the depths of our mind.
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3. The Paradox of Choice: Why More is less
Author: Barry Schwartz
Phil Dourado writes: If your product expansion strategy is based on horizontal extension - increasing the choice offered to consumers - you need to be aware of this paradox, as you do if you're a politician trying to push further choice into areas of our lives such as the health service and schools.
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4. The Starfish & The Spider, The unstoppable power of leaderless organizations
Author: Ori Brafman & Rod A. Beckstrom
Phil Dourado: This is a very timely book.
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5. The Dance of Change
Author: Senge et al
Phil Dourado: With The Fifth Discipline, Peter Senge created a worldwide movement as thousands of organizations took up the challenge of trying to create the learning organization.
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View our Top 10 books

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Books will only be allowed when we feel they add value to your efforts to become customer-centred. All books listed are run in partnership with Amazon, because we love the way they put customer service at the heart of their business. So, when you click on a 'buy' link you are dealing with the world's biggest on-line book seller.
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