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The 1990s are being coined the decade of the customer, implying that greater attention to the customer's needs and perceptions is necessary to stay competitive. But Keeping Customers clearly illustrates that being customer-oriented is a more complex matter than simply beefing up customer service. It is a dynamic process that requires a set of interconnected management actions, implemented over time, to continually build and enhance relationships with customers as their demands evolve. A leading group of Harvard Business Review authors, including practitioners and analysts, illuminates key principles in building quality and service into a competitive package that increases value for the customer without sacrificing company profits. The book provides a provocative and comprehensive approach to an increasingly vital topic, and together with its companion volume, Seeking Customers, offers invaluable guidelines for achieving long-term profitability. A Harvard Business Review Book.