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	1.		Customer retention an intergrated process for keeping your best customers by Lowenstein, Michael W Material type: Text Publication details: Milwau Kee ASQC Quality Press 1995 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.812 LOW . Place hold Save to lists Add to cart (remove)
	2.		Meetings of minds creating the market - based enterprise by Barabba, Vinceut P Material type: Text Publication details: Boston Harrard Business School Press 1995 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.83 BAR . Place hold Save to lists Add to cart (remove)
	3.		World-class customer satisfaction by Barsky, Jonathan D Material type: Text Publication details: Illionois Irwin 1995 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.812 BAR . Place hold Save to lists Add to cart (remove)
	4.		Market driven management Using the new marketing concept to create a customer-oriented Company by Webster, Frederick E Material type: Text Publication details: New York John Wiley & Sons Inc 1994 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.812 WEB . Place hold Save to lists Add to cart (remove)
	5.		The 6 imperatives of marketing lessons from the world's best companies by Magrath, Allan J Material type: Text Publication details: New York Amacom 1992 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.8 MAG . Place hold Save to lists Add to cart (remove)
	6.		Investigation economics Tony Hocking, Richard A. Powell by Hocking, Tony Powell, Richard A. Material type: Text Publication details: Harloo Longman Group Ltd 1984 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 330.1 HOC . Place hold Save to lists Add to cart (remove)
	7.		Customer loyalty how to earn it, how to keep it by Griffin, Jill Material type: Text Publication details: New York Lexington Books 1995 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.812 GRI . Place hold Save to lists Add to cart (remove)
	8.		The customer is CEO; how to measure what your customers want-and make sure they get it by Massnick,Forler Material type: Text Publication details: Newyork amacom 1997 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.812 MAS . Place hold Save to lists Add to cart (remove)
	9.		Improving your measurement of customer statisfaction a guide to creating,conducting,analyzing,and reporting customer satisfaction measurement programs by Vavra, Terry G Material type: Text Publication details: Milwaukee ASQC quality press 1997 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.812 VAV . Place hold Save to lists Add to cart (remove)
	10.		Up the loyalty ladder turning some time customers into full-time advocates of your business by Raphel,Murray Raphel,Neil Material type: Text Publication details: Newyork Harper collins 1995 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.812 PAP . Place hold Save to lists Add to cart (remove)
	11.		Customer satisfaction is worthless, customer loyalty is priceless how to make customers love you, keep them coming back, and tell everyone they know by Gitomer, Jeffrey H Material type: Text Publication details: Austin Bard Press 1998 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.8'12 GIT . Place hold Save to lists Add to cart (remove)
	12.		Online customer care applying today's technology to achieve world-class customer interaction by Cusack, Michael Material type: Text Publication details: Milwankee ASQ Quality Press 1998 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.8'12 CUS . Place hold Save to lists Add to cart (remove)
	13.		Managing quality a practical guide to customer satisfaction by Murthy, D.B.N Material type: Text Publication details: New Delhi Response books 1999 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.562 MUR . Place hold Save to lists Add to cart (remove)
	14.		The market driven organization understanding, attracting and keeping valuable customers by Day, George S Material type: Text Publication details: New York Free Press 1999 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.8 DAY . Place hold Save to lists Add to cart (remove)
	15.		How to measure customer satisfaction Nigel Hill, John Brierley and Rob MacDougall by Hill, Nigel Brierley, John MacDougall, Rob Material type: Text Publication details: Hampshire Gower Publishing Ltd 1999 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.812 HIL . Place hold Save to lists Add to cart (remove)
	16.		Business process mapping improving customer satisfaction J Mike Jacka, Paulette J Keller by Jacka, J Mike Keller, Paulette J Material type: Text Publication details: New York John Wiley & Sons 2002 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.812 JAC . Place hold Save to lists Add to cart (remove)
	17.		Zero time providing instant customer value-everytime, all the time Raymond Yeh, Keri Pearlson, George Kozmetsky by Yeh, Raymond Pearlson, Keri Kozmetsky, George Material type: Text Publication details: New York John Wiley & Sons 2000 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.812 YEH . Place hold Save to lists Add to cart (remove)
	18.		Marketing connecting with customers by Harrell, Gilbert D Edition: 2nd ed. Material type: Text Publication details: New Jersey Prentice Hall 2002 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.812 HAR . Place hold Save to lists Add to cart (remove)
	19.		The ten demandments by P Kelly Mooney with Laura Bergheim by Mooney, P Kelly Bergheim, Laura Material type: Text Publication details: Boston McGraw-Hill 2002 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.812 MOO . Place hold Save to lists Add to cart (remove)
	20.		Improving customer satisfaction, loyalty, and profit an integrated measurement and management system Michael D Johnson, Anders Gustafsson by Johnson, Michael D Gustafsson, Anders Material type: Text Publication details: San Francisco Jossey-Bass 2000 Availability: Items available for loan: International Management Institute New Delhi (1)Call number: 658.812 JOH . Place hold Save to lists Add to cart (remove)

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