- How to sell services more profitablyWerner Reinartz
University of Cologne, Germany
Harv Bus Rev 86:90-6, 129. 2008..Services can both lock in customers and help acquire new accounts. They should be developed with care and attention...
- The mismanagement of customer loyaltyWerner Reinartz
INSEAD, Fontainebleau, France
Harv Bus Rev 80:86-94, 125. 2002..And, of course, for the "strangers"--those who generate no loyalty and no profits--the answer is simple: Identify early and don't invest anything...
- Knowing what to sell, when, and to whomV Kumar
ING Center for Financial Services, University of Connecticut s School of Business, Stors, USA
Harv Bus Rev 84:131-7, 150. 2006..What's more, using this methodology, companies can increase revenues while reducing their frequency of customer contact-evidence that overcommunication with customers may actually damage a company's sales...