• Chapter 1: Strategic Customer Relationship Management Today
    Starbucks: Delivering Customer Service Youngme Moon, John A. Quelch
    Revision Date: Jul 10,2006
    Publication Date: Jul 31, 2003
    Source: HBS Premier Case Collection
    Product number: 504016-PDF-ENG
  • Chapter 2: Relationship Marketing and the Concept of Customer Value
    ISS: Driving Profits through Customer Satisfaction Werner Reinartz, C. Lelong
    Case -Reference no: 506-033-1
    Published by: INSEAD (2006)
  • Chapter 3: Strategic CRM
    Harrahs Entertainment, Inc.
    Rajiv Lal, Patricia Martone Carrolo
    Revision Date: Jun 14, 2004
    Publication Date: Oct 25, 2001
    Source: HBS Premier Case Collection
    Product number: 502011-PDF-ENG
  • Chapter 4: Implementing CRM Strategy
    Customer Relationship Management at Capital One (UK)
    W.Reinartz, U. Wiehr Condensed version
    Reference no.: 503-085-1
    Published by: INSEAD (2003)
  • Chapter 5: Customer Analytics Part I
    Internet Customer Acquisition Strategy at Bankinter
    F. Asis Martinez-Jerez, V.G. Narayanan, Lisa Brem
    Revision Date: Mar 16, 2007
    Publication Date: Feb 12, 2003
    Source: Harvard Business School
    Product number: 103021-PDF-ENG
  • Chapter 6: Customer Analytics Part II
    Pilgrim Bank (A): Customer Profitability
    Frances X. Frei, Dennis Campbell
    Revision Date: Aug 25, 2005
    Publication Date: Oct 19, 2001
    Source: HBS Premier Case Collection
    Product number: 602104-PDF-ENG

    Pilgrim Bank (B): Customer Retention Frances X. Frei
    Revision Date: Aug 22, 2005
    Publication Date: Oct 16, 2001
    Source: Harvard Business School
    Product number: 602095-PDF-ENG

  • Chapter 7: Data Mining
    Netflix Leading with Data: The Emergence of Data-Driven Video
    Russell Walker, Mark Jeffery, Linus So, Sripad Sriram,
    Jon Nathanson, Joao Ferreira, Julia Feldmeier
    Publication Date: Apr 01, 2010
    Source: Kellogg School of Management
    Product number: KEL473-PDF-ENG
  • Chapter 10: Loyalty Programs: Design Effectiveness
    GuestFirst Hotel (A): Customer Loyalty
    Frances X. Frei, Dennis Campbell
    Revision Date: Dec 10, 2006
    Publication Date: Nov 26, 2001
    Source: Harvard Business School
    Product number: 602099-PDF-ENG

    Guest First Hotel (B): Taking Advantage of Panel Data
    Frances X. Frei, Dennis Campbell
    Revision Date: Aug 25, 2005
    Publication Date: Nov 26, 2001
    Source: Harvard Business School
    Product number: 602111-PDF-ENG
    Green Hills Market Loyalty Program
    James Lattin, Meredith P. Jensen
    Publication Date: Apr 20, 2009
    Source: Stanford Graduate School of Business
    Product number: M318-PDF-ENG
    Nectar: Making Loyalty Pay John Deighton
    Revision Date: Dec 05, 2005
    Publication Date: Dec 02, 2004
    Source: Harvard Business School
    Product number: 505031-PDF-ENG

  • Chapter 11: Campaign Management
    Pepsi Canada: The Pepsi Refresh Project Matthew Thomson, Ken Mark
    Publication Date: Sep 22, 2011
    Source: Richard Ivey School of Business Foundation
    Product number: W11191-PDF-ENG
  • Chapter 12: Impact of CRM on Marketing Channels
    Media Saturn: you never change a winning go-to-market strategy – do you?
    W. Reinartz, J. Seyfi
    Case -Reference no. 511-032-1
    Published in: 2011
  • Chapter 13: Customer Relationship Management Issues in the Business-to-Business Context
    Hunter Business Group
    Das Narayandas, Elizabeth Caputo
    Revision Date: Mar 08, 2002
    Publication Date: Dec 01, 1999
    Source: Harvard Business School
    Product number: 500030-PDF-ENG

    WESCO Distribution, Inc.
    Das Narayandas
    Revision Date: Feb 09, 1998
    Publication Date: Nov 10, 1997
    Source: Harvard Business School
    Product number: 598021-PDF-ENG

  • Chapter 14: Customer Privacy Concerns and Privacy Protection Response

    Privacy Issues and Monetizing Twitter
    Deborah Compeau, Nicole R.D. Haggerty, Shady Fraiha
    Publication Date: Apr 15, 2011
    Source: Richard Ivey School of Business Foundation
    Product number: W11037-PDF-ENG