000			01010nam a22001817a 4500
008			120927t xxu||||| |||| 00| 0 eng d
020			_a007048631x
050			_aHF5415.5.A11
100			_aAnderson, Kristin
245			_aCustomer relationship management. / _cKristin Anderson and Carol Kerr
260			_aNew Dehi: _bMcGraw Hill, _cc2002.
300			_axii,164 p.: _bill.; _c23cm.
500			_aIncludes index.
505			_aContents: 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.
650			_bCustomer relationship management
700			_aKerr, Carol
942			_2lcc _cBK
999			_c2384 _d9884