Customer Relationship Management

Customer Relationship Management – Creating Competitive Advantage Through Win-Win Relationship Strategies
Kaj Storbacka & Jarmo R. Lehtinen (2001)

Vectia’s most well-known title to date is indisputably Customer Relationship Management: Creating competitive advantage through win-win relationship strategies (translation of Asiakkuuden ehdoilla vai asiakkaan armoilla). Written in 1997 by Kaj Storbacka and Jarmo R. Lehtinen, it is still one of the best selling business publications in Finland and has also gained broad international recognition, coupled by significant sales numbers.

The title centers on offering readers steps and guidance on how to strategise direct relationship with customers, and contains numerous down-to-earth examples. It puts the intention, process, creativity and dedication needed to win customer’s hearts and patronage into plain words.

In 1998, the book received the Pro Oeconomia award for best business book with its original Finnish version Asiakkuuden ehdoilla vai asiakkaan armoilla. It was later also tributed with an honorary award from the Swedish Marketing Federation in the Federation’s annual “Best Marketing Book” competition in 2001 for its Swedish translation CRM Customer Relationship Management – Leder du dina kunder eller leder dina kunder dig?

Other translations of the book Asiakkuuden ehdoilla vai asiakkaan armoilla are:

Customer Relationship Management. Øízení vztahù se zákazníky. Kaj Storbacka – Jarmo R. Lehtinen 2002
CRM Customer Relationship Management – Leder du dina kunder eller leder dina kunder dig? Kaj Storbacka – Jarmo R. Lehtinen 2000
Customer Relationship Management. Êtes-vous maître de vos clients ou vos clients sont-ils maîtres de vous? Kaj Storbacka – Jarmo R. Lehtinen 1999
Customer Relationship Management. Managet u uw klanten of managen zij u? Kaj Storbacka – Jarmo R. Lehtinen 1999
Kas klientsuse reeglid või tants klientide pilli järgi. Kaj Storbacka – Jarmo R. Lehtinen 1997