Anderson, Kristin <br/><br/>
Customer relationship management. / 
Kristin Anderson and Carol Kerr. 
 - New York:  McGraw Hill,  c2003. 
 - xii,164 p.:  ill.;  22cm. 
<br/><br/> Includes index 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>007048631 
<br/><br/><label>Subjects--Topical Terms: </label> Customer relationship 
<br/><br/><label>LC Class. No.: </label>HF5415.5.A11