Anderson, Kristin creator Kerr, Carol text xxu New York McGraw Hill c2003 monographic eng

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xii,164 p.: ill.; 22cm. 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. Kristin Anderson and Carol Kerr. Includes index Customer relationship HF5415.5.A11 007048631 120522