SKOLKOVO School of Management

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1. Buying styles : simple lessons in selling the way your customer buys / Michael Wilkinson ; with Richard Smith, Tierah Chorba, and Lynn Sokler.

by Wilkinson, Michael, 1957-.

Publisher: New York : AMA/American Management Association, c2009Availability: Items available for loan: SKOLKOVO Library [Call number: HF5438.25 .W2983] (1).
2. How to measure customer satisfaction / Nigel Hill, John Brierley and Rob MacDougall.

by Hill, Nigel, 1952- | Brierley, John | MacDougall, Rob.

Edition: 2nd ed.Publisher: Aldershot : Gower, c2003Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.335 .H553] (1).
3. Listening to the voice of the market : how to increase market share and satisfy current customers / R. Eric Reidenbach.

by Reidenbach, R. Eric.

Publisher: Boca Raton : CRC Press, c2010Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.2 .R345] (1).
4. Strategic marketing for health care organizations : building a customer-driven health system / Philip Kotler, Joel Shalowitz, and Robert J. Stevens.

by Kotler, Philip | Shalowitz, Joel, 1953- | Stevens, Robert J. (Robert John), 1955-.

Publisher: San Francisco : Jossey-Bass, c2008Online access: Publisher description | Table of contents only | Contributor biographical information Availability: Items available for loan: SKOLKOVO Library [Call number: RA410.56 .K69] (1).
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5. Satisfaction : how every great company listens to the voice of the customer / Chris Denove and James D. Power IV.

by Denove, Chris | Power, James D.

Publisher: New York : Portfolio, 2006Online access: Table of contents only | Publisher description | Contributor biographical information Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.335 .D46] (1).
6. The loyalty effect : the hidden force behind growth, profits, and lasting value / Frederick F. Reichheld with Thomas Teal.

by Reichheld, Frederick F | Teal, Thomas.

Publisher: Boston, Mass. : Harvard Business School Press, c1996Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.5 .R438] (1).
7. Эффект лояльности : движущие силы экономического роста, прибыли и непреходящей ценности / Фредерих Ф. Райхельд, при участии Томаса Тила.

by Фредерик Ф. Райхельд | Томас Тил, 1937-.

Publisher: Москва : Вильямс, 2005Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.5 .R438] (2).
8. Безупречный сервис / Ари Вайнцвейг.

by Ари Вайнцвейг.

Publisher: Москва : Добрая Книга, 2006Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.5 .W445] (1).
9. Просто лучше : завоёвывать и удерживать потребителей, предоставляя самое существенное / Патрик Бервайз, Шон Михан.

by Патрик Бервайз.

Publisher: Санкт-Петербург : Стокгольмская школа экономики в Санкт-Петербурге, 2005Online access: Table of contents Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.335 .B37] (1).
10. Книга о настоящей прибыли и реальном росте / Фред Райхельд.

by Райхельд Фред.

Publisher: Москва : Поколение, 2007Online access: Table of contents Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.5 .R439 ] (1).
11. Конкурентные преимущества в денежном выражении / Джеффри Дж. Фокс, Ричард К. Грегори.

by Джеффри Дж. Фокс, 1945- | Ричард К. Грегори, 1965-.

Publisher: Москва : Альпина Бизнес Букс, 2005Online access: Publisher description | Table of contents only | Contributor biographical information Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.15 .F69] (1).
12. Бизнес в ХХI веке: повестка дня. Эволюция управленческих технологий и принципы ведения бизнеса в новом тысячелетии / Майкл Хаммер.

by Хаммер, Майкл, 1948-2008.

Edition: 1st ed.Publisher: Москва : Добрая книга, c2005Online access: Contributor biographical information | Sample text | Publisher description Availability: Items available for loan: SKOLKOVO Library [Call number: HD58.8 .H3548 2001] (1).
13. Кто увел моего клиента? : Выигрышные стратегии формирования и поддержания лояльности клиентов / Харви Томпсон.

by Томпсон, Харви.

Publisher: Москва : Вильямс, c2005Other title: Winning strategies for creating and sustaining customer loyalty.Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.525 .T49 2004] (1).