01010nam a22001817a 4500 120927t xxu||||| |||| 00| 0 eng d 007048631x HF5415.5.A11 Anderson, Kristin Customer relationship management. / Kristin Anderson and Carol Kerr New Dehi: McGraw Hill, c2002. xii,164 p.: ill.; 23cm. 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. Customer relationship management Kerr, Carol lcc BK 2384 9884 0 0 lcc 0 0 WIUC-1 WIUC-1 REF 2012-09-27 0 HF5415.5.A11 6300/12 2012-09-27 00:00:00 1 2012-09-27 BK 0 0 lcc 0 0 WIUC-1 WIUC-1 REF 2012-09-27 0 HF5415.5.A12 6301/12 2012-09-27 00:00:00 2 2012-09-27 BK