Seton Hall University Libraries: Interactive Marketing / Web 3.0: Satisfaction/Loyalty/CRM

Satisfaction/Loyalty/CRM

In this section of resources, you will find information on satisfaction, loyalty, and CRM.

You may be prompted to log-in with your Seton Hall University credentials for these resources, but all are free and accessible for your use. If there are any issues with accessing these materials, please contact Professor Farfan or Librarian Chelsea Barrett.

Required Reading

Almquist, E., Senior, J., & Bloch, N. (2016). The Elements of Value. (cover story). Harvard Business Review, 94(9), 46–52.
Can Satisfying Today’s Customers Reduce the Cost of Acquiring Tomorrow’s? (2020). Harvard Business Review, 98(6), 25.
Reichheld, F., Darnell, D., Burns, M., KULPA, M., & KULPA, S. (2021). Net Promoter 3.0. Harvard Business Review, 99(6), 80–89.

Bonus Articles

Christensen, C. M., Raynor, M., & Mcdonald, R. (2015). What Is Disruptive Innovation? Harvard Business Review, 93(12), 44–53.
Germann, F., Ebbes, P., & Grewal, R. (2015). Do Cmos Really Add Value? Harvard Business Review, 93(10), 32.
Gino, F., & Staats, B. (2015). Why Organizations Don’t Learn. Harvard Business Review, 93(11), 110–118.
Shapiro, B. E. (1988). What the Hell Is `Market Oriented?’. Harvard Business Review, 66(6), 119–125.
Whitler, K. A., Boyd, D. E., & Morgan, N. (2017). The Trouble with CMOs. Harvard Business Review, 95.