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Books and Articles of Interest


Below is a list of books and articles we have in our libraries. They are listed alphabetically. To see only those books and articles associated with a category, click on the category you are interested in on the right. Those books and articles that we have reviewed have an icon inviting you to read the review.

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P04 - Best Ways to Serve

Myths you can't live without

Loyalty Myths
By Timothy L. Keiningham
Terry G. Vavra, Lerzan Aksoy and Henri Wallard
John Wiley & Sons, Inc., 2005

53 myths that prove what we already know but sometimes forget

We live and work in a complex world where the simple answer may be right, but needs scrutiny. Loyalty programs have been all the rage since the frequent flyer programs brought green stamps (ok, we’re dating ourselves – go here if you want to know what they were) into the 20th century. Every b-to-c industry has them, and many b-to-b companies do also. As the authors point out, the support industry for these programs is huge, and many of the simplistic arguments used by the industry to sell their products and services are not supported by a thorough examination of the facts . . . all of them.

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Disgusting mess or description of the challenge

Meatball Sundae
by Seth Godin
2007 Portfolio

The answers are: Yes. Yes. No. Yes.

The questions are: Is Seth Godin’s book, Meatball Sundae, thought-provoking? Yes, absolutely. Is it entertaining? Yes. Is he right? No, at least not in the underlying premise which drove the title. Should you read this book? Yes, with an understanding of why the underlying premise is wrong.

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Integrating eBusiness

The Seven Steps to Nirvana - Strategic Insights into e-Business Transformation
by Mohan Sawhney and Jeff Zabin
2001 McGraw-Hill

Content is a bit dated, but presents an interesting model (strategic and tactical) for thinking about integrating eBusiness.

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