00997nam a22001817a 4500 120522t xxu||||| |||| 00| 0 eng d 007048631 HF5415.5.A11 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. Customer relationship Kerr, Carol lcc BK 948 8448 0 0 lcc 0 0 WIUC-1 WIUC-1 GEN 2012-05-22 0 HF5415.5.A11 2352/12 2012-05-22 00:00:00 2012-05-22 BK