Strategic Market Relationships: From Strategy to Implementation

Bill Donaldson · Tom O’Toole

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Customer Service Quality and Loyalty Innovation and Knowledge Management Business Strategy and Innovation

Abstract

Preface. About the Authors. Acknowledgements. Part 1: Relationship strategy. Chapter 1. Introduction to strategic market relationships. Chapter 2 Relationship-based theories. Chapter 3 Relationship Planning and Development. Chapter 4 Relationship Types. Chapter 5 Networks. Part 2: Relationship Implementation. Chapter 6 Organising for Relationships Chapter 7 People and Relationships Chapter 8 Customer Relationship Management Chapter 9 Relationship communication with a special focus on building relationships through brands and electronic relationships. Chapter 10 Channel Relationships Chapter 11 Innovation through Relationships Chapter 12 Relationship internationalisation. Chapter 13 Relationship Costs and Value Chapter 14 Strategic market relationships: a final word. References. Index.

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