...12-13. Port, O., "The Next Web," Business Week, March 4, 2002, pp. 96-102. Reinartz, W. and Kumar, V., "The Mismanagement of Customer Loyalty," Harvard Business Review, July 2002, pp. 86-94. Rigby, D., Reichheld, F., and Schefter, P., "Avoid the Four Perils of CRM, " Harvard Business Review,...

...Ibid., p. 29. 9 Ibid., p. 11. 10 "A Rose by Any Name," Forbes Global, March 4, 2002, p. 61. Chapter 3 1 Werner Reinartz and V. Kumar, "The Mismanagement of Customer Loyalty," Harvard Business Review, July 1, 2002, pp. 86-94. 2 Tony Cram, The Power of Relationship Marketing, Pitman, 1994, p. 107. 3 See Burke...

...Segmenting Markets by Corporate Culture. Business Marketing, July 1988, p. 50. 7. Reinhart/., Werner and V. Kumar. The Mismanagement of Customer Loyalty. Harvard Business Review, July 2002, pp. 86-94. 8. Bland, Vikki. Customer Relationship Management: Keeping Customers Loyal. New Zealand Management,...

...Thriving on Chaos (New York: Alfred A. Knopf, 1988), 112. 45. Zabin and Brebach, Precision Marketing. 47. Werner Reinartz, and V. Kumar, "The Mismanagement of Customer Loyalty," Harvard Business Review 80, no. 7 (July 2002), 86-94. 48. Christopher Lovelock, and Evert Gummesson, "Whither Services Marketing:...

...between passive and active retention. For a better understanding of the pitfalls of retention, see Werner Reinartz, and V. Kumar "The Mismanagement of...Customer Loyalty," Harvard Business Review, July 2002, 86—94; Timothy L. Keiningham, Terry G. Vavra, Lerzan Aksoy, and Henri Wallard, Loyalty Myths: Hyped...

...Customers Long-Term Customers Figure 6. 1 Managing loyalty and profitability simultaneously Source: WJ Reinartz and V. Kumar, "The Mismanagement of Customer Loyalty," Harvard Business Review 80(7) 2002: 86. Printed with permission from the Harvard Business School Publishing. Source: V. Kumar...