Martin Christopher Knihy

This classic text discusses the role of logistics in achieving corporate and financial goals. It has become the bible of the logistics sector and a frequently-adopted text at top business schools. A proven market leader. Guaranteed high price seller. Successful crossover into practitioner and academic markets. Essential reading for logistics/operations managers and increasingly, managing the chain of demand is a growing area within marketing. Written by a top author and consultant in the field. New chapters on logistics value, integrated logistics, network logistics. Updated case studies throughout, from full international range of industries and companies including Dell, Wal-mart (vs K-Mart), Zara, GE Capital, Li & Fung (Hong Kong), Hewett Packard, Dyson and Nokia. Enhanced by diagrams and chapter summaries.

The strategic emphasis in Relationship Marketing is as much on keeping customers as it is on getting them in the first place. The aim is to provide unique value in chosen markets, sustainable over time, which brings the customers back for more.Relationship Marketing emphasizes quality, customer service and marketing and how these can be managed towards closing the `quality gap' between what customers expect and what they get.The authors explore the process of developing and implementing relationship strategies and in so doing, signal a radical shift in marketing practice involving first the co-ordination of external (customer) markets and second, collaboration withininternal (staff) markets in order to get the marketing mix right. The book is intended for all marketing managers coming to terms with doing business in turbulent markets and facing up to strategic quality and customer services issues.