What customers value most : how to achieve business transformation by focusing on processes that touch your customers ; satisfied customers, increased revenue, improved profitability

Strategic customer care : an evolutionary approach to increasing customer value and profitability

Brown, Stanley A., (1999)

Customer relationship management : a strategic imperative in the world of e-business

Brown, Stanley A., (2000)

Total quality service : how organizations use it to create a competitive advantage

Brown, Stanley A., (1992)