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How do you keep your customers coming back-and get them to bring others?If you need the best practices and ideas for making your customers loyal and profitable--but don't have time to find them--this book is for you. Here are nine inspiring and useful perspectives, all in one place.This collection of HBR articles will help you:- Turn angry customers into loyal advocates- Get more people to recommend you- Boost customer satisfaction by satisfying your employees- Focus on profitable customers--whether they're loyal or not- Invest in the right CRM technology for your business- Mine customer data for more effective marketing- Increase your customers' lifetime value

Persuade others to do what you want--for their own reasons.If you need the best practices and ideas for making deals that work--but don't have time to find them--this book is for you. Here are 10 inspiring and useful perspectives, all in one place.This collection of HBR articles will help you:- Seal or sweeten a bargain by uncovering the other side's motives- Conquer faulty assumptions to make the right deals- Forge deals only when they support your strategy- Set the stage for a healthy relationship long after the ink has dried- Make promises you can keep- Gain your adversaries' trust in high-stakes talks- Know when to walk away

Change is the one constant in business, and we must adapt or face obsolescence. Yet certain challenges never go away. That's what makes this book "e;must read."e; These are the 10 seminal articles by management's most influential experts, on topics of perennial concern to ambitious managers and leaders hungry for inspiration--and ready to run with big ideas to accelerate their own and their companies' success.If you read nothing else - full stop - read:Michael Porter on creating competitive advantage and distinguishing your company from rivalsJohn Kotter on leading change through eight critical stagesDaniel Goleman on using emotional intelligence to maximize performancePeter Drucker on managing your career by evaluating your own strengths and weaknessesClay Christensen on orchestrating innovation within established organizationsTom Davenport on using analytics to determine how to keep your customers loyalRobert Kaplan and David Norton on measuring your company's strategy with the Balanced ScorecardRosabeth Moss Kanter on avoiding common mistakes when pushing innovation forwardTed Levitt on understanding who your customers are and what they really wantC. K. Prahalad and Gary Hamel on identifying the unique, integrated systems that support your strategy