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REVENUE ENHANCEMENT SERVICES LIBRARY ARTICLES ARTICLE TITLE AUTHOR(S) SOURCE DATE SERVICE OFFERING* Last Revision: SAVEDATE November 25, 1996 1:39 PM After All You’ve Done For Them: Why are Your Customers Still Not Happy? Stewart, Thomas A. Fortune December 11, 1995 Customer Service Effectiveness Americans Can’t Get No Satisfaction Fortune Customer Service Effectiveness Beyond Teamwork: How the Wise Can Synchronize Cespedes, Frank V. Marketing Management Spring, 1996 Overall Bold New Strategies for Success Fortune May 5, 1996 Overall Building a Cyber Sales Force Kaeter, Margaret Training April, 1996 Sales Force Effectiveness Business Use Pushes GIS into Uncharted Territory Frye, Colleen Software Magazine November, 1994 Integrated Customer Management CEO Agenda, The Dickie, Brian N. Strategy Business Fall, 1995 Overall Consultative, Competitive, Built for Service (Thoms Proestler Co.’s Sales Organization) Tanyeri, Dana ID: The Voice of Foodservice Distribution August, 1995 Sales Force Effectiveness Customer Loyalty: Playing For Keeps Struebing, Laura Quality Progress February, 1996 Overall Customer Relationship Management Morris, Ted CMA Magazine Sept 1994 Overall Customer Valuation as a Foundation for Growth McDougall, Duncan and Gordon Wyner and David Vazdauskas Mercer Management Journal Overall Customer-Driven Company: Managing Customers as Assets, The Bowles, Jerry Fortune Magazine May 29, 1995 Integrated Customer Management Discover Your Product’s Hidden Potential Harvard Business Review May-June, 1996 New Product Development Do Rewards Really Create Loyalty? Harvard Business Review May-June, 1995 Overall Dynamic Competitive Simulation: Wargaming as a Strategic Tool Treat, John E. and George E. Thibault and Amy Asin Strategy Business Spring, 1996 Overall Empowering the Sales Force Graham, John R. Supervision December, 1994 Sales Force Effectiveness Executives Perceptions of Reengineering BusinessWire May 24, 1995 Overall Expert Tells Big Biz Selling St