Know: ‘timing is everything.’

190
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).