Customer relationship management. /
Anderson, Kristin
Customer relationship management. / Kristin Anderson and Carol Kerr. - New York: McGraw Hill, c2003. - xii,164 p.: ill.; 22cm.
Includes index
Contents: Customer relationship management is not an option -- The Customer service/sales profile -- Managing your customer service/sales profile -- Choosing your CRM strategy -- Managing and sharing customer data -- Tools for capturing customer information -- Service-level agreements -- E-Commerce: customer relationships on the internet -- Managing relationships through conflict -- Fighting complacency: the ''seven-year itch'' in customer relationships -- Resetting your CRM strategy.
007048631
Customer relationship
HF5415.5.A11
Customer relationship management. / Kristin Anderson and Carol Kerr. - New York: McGraw Hill, c2003. - xii,164 p.: ill.; 22cm.
Includes index
Contents: Customer relationship management is not an option -- The Customer service/sales profile -- Managing your customer service/sales profile -- Choosing your CRM strategy -- Managing and sharing customer data -- Tools for capturing customer information -- Service-level agreements -- E-Commerce: customer relationships on the internet -- Managing relationships through conflict -- Fighting complacency: the ''seven-year itch'' in customer relationships -- Resetting your CRM strategy.
007048631
Customer relationship
HF5415.5.A11