TY  - BOOK
AU  - Anderson, Kristin
AU  - Kerr, Carol
TI  - Customer relationship management.
SN  - 007048631
AV  - HF5415.5.A11 
PY  - 2003///
CY  - New York
PB  - McGraw Hill
KW  - Customer relationship
N1  - 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
ER  -