Marketing Insights From a to Z: 80 Concepts Every Manager Needs to Know

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Notes

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23. Richard Forsyth, “Six Major Impediments to Change and How
to Overcome Them in CRM,” 
CRM-Forum
(June 11, 2001).
24. Frederick Newell, 
Why CRM Doesn’t Work: The Coming Empow-
erment Revolution in Customer Relationship Management
(New
York: Bloomberg Press, forthcoming—2003).
25. See Frederick Reichheld, 
The Loyalty Effect: The Hidden Force Be-
hind Growth, Profits, and Lasting Value
(Boston: Harvard Busi-
ness School Press, 1996).
26. Appeared in www.1-to-1marketing.com online. Also see Don Pep-
pers and Martha Rogers, 
The One to One Future: Building Rela-
tionships One Customer at a Time
(New York:
Currency/Doubleday, 1993).
27. Seth Godin, 
Permission Marketing: Turning Strangers into
Friends, and Friends into Customers
(New York: Simon & Schus-
ter, 1999).
28. Theodore Levitt, “Marketing Success through Differentiation of
Anything,”
Harvard Business Review
(January–February 1980),
pp. 83–91.
29. Jack Trout with Steve Rivkin, 
Differentiate or Die: Survival in
Our Era
(New York: John Wiley & Sons, 2000).
30. Gregory S. Carpenter, Rashi Glazer, and Kent Nakamoto,
“Meaningful Brands from Meaningless Differentiation: The De-
pendence on Irrelevant Attributes,” 
Journal of Marketing Re-
search
(August 1994), pp. 339–350.
31. Hal Rosenbluth, 
The Customer Comes Second: and Other Secrets
of Exceptional Service
(New York: Morrow, 1992).
32. John P. Kotter and James L. Heskett, 
Corporate Culture and Per-
formance
(New York: Free Press, 1992).
33. B. Joseph Pine II and James H. Gilmore, 
The Experience Econ-
omy: Work Is Theatre and Every Business a Stage
(Boston: Harvard
Business School Press, 1999).
34. Hermann Simon, 
Hidden Champions
(Boston: Harvard Business
School Press, 1996).
Notes
191

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35. Adrian J. Slywotzky and Richard Wise, “The Growth Crisis—and
How to Escape It,” 
Harvard Business Review
(July 2002), pp.
73–83.
36. See Philip Kotler, 
Marketing Management
, 11th edition (Upper
Saddle River, N.J.: Prentice Hall, 2003), pp. 685ff.
37. See Jean-Philippe Deschamps and P. Ranganath Nayak, 
Product
Juggernauts: How Companies Mobilize to Generate a Stream of
Market Winners
(Boston: Harvard Business School Press, 1995).
38. See Gary Hamel, 
Leading the Revolution
(Boston: Harvard Busi-
ness School Press, 2000).
39. See Akio Morita, 
Made in Japan: Akio Morita and Sony
(New
York: Dutton, 1986).
40. See James Champy, 
Good to Great: Why Some Companies Make
the Leap—and Others Don’t
(New York: HarperBusiness, 2001).
41. Howard R. Bowen, 
Social Responsibilities of the Businessman
(New York: Harper & Row, 1953), p. 215.
42. Robert Lauterborn, “New Marketing Litany: 4P’s Passe; C-
Words Take Over,” 
Advertising Age
(October 1, 1990), p. 26.
43. Paco Underhill, 
Why We Buy: The Science of Shopping
(New York:
Simon & Schuster, 1999).
44. Ernest Dichter, 
Handbook of Consumer Motivations: The Psychol-
ogy of the World of Objects
(New York: McGraw-Hill, 1964).
45. See Kevin Lane Keller, 
Strategic Brand Management
(Upper Sad-
dle River, N.J.: Prentice Hall, 1998), pp. 317–318.
46. Rosabeth Moss Kanter, 
When Giants Learn to Dance
(New York:
Simon & Schuster, 1989).
47. Al Ries and Jack Trout, 
Positioning: The Battle for Your Mind
(New York: Warner Books, 1982).
48. Michael Treacy and Fred Wiersema, 
The Discipline of Market
Leaders
(Reading, Mass.: Addison-Wesley, 1994).
49. Fred Crawford and Ryan Mathews, 
The Myth of Excellence: Why
Great Companies Never Try to Be the Best at Everything
(New
York: Crown Business, 2001).