000			01034naa a2200193uu 4500
001			606091716589
003			OSt
005			20190211161125.0
008			060609s2005 xx ||||gr |0|| 0 eng d
100	1		_aREINARTZ, Werner _98846
245	1	0	_aThe mismanagement of customer loyalty
260			_cjul.2002
520	3		_aMuch of the common wisdom about customer retention is bunk. To get strong returns on relationship programs, companies need a clearer understanding of the link between loyalty and profits. Who wouldn't want loyal customers? Don't they bring in all the profits? New research says no. Not all loyal customers are profitable, and many disloyal ones are highly valuable. A new approach to customer segmentation can tell you which customers are worth courting and how to make the moswt money serving them
700	1		_aKUMAR, V _919268
773	0	8	_tHarvard Business Review _g80, 7, p. 86-94 _d, jul.2002 _w
942			_cS
998			_a20060609 _b1716^b _cQuiteria
998			_a20060609 _b1717^b _cQuiteria
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c17465 _d17465
041			_aeng