CRM done right.

By D. Rigby, D. Ledingham. Harvard Business Review, 2004

313 citations recorded by the source corpus.

View Paper: https://www.semanticscholar.org/paper/6965a3ca963dd8d9cba87113f5c1f5bd2433fbe1

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

1. Dea van Lierop
2. Ahmed El-Geneidy

Citations in the corpus

• Enjoying loyalty: The relationship between service quality, customer satisfaction, and behavioral intentions in public transit (2016, background): “Therefore, it is in the best interest of transit agencies to have satisfied and loyal customers as these are the users who are likely to positively affect the growth and profitability of the agency (Heskett, Jones, Loveman, Sasser, & Schlesinger, 2008; Loveman, 1998; Rigby & Ledingham, 2004).”