000			00997nam a22001817a 4500
008			120522t xxu||||| |||| 00| 0 eng d
020			_a007048631
050			_aHF5415.5.A11
100			_aAnderson, Kristin
245			_aCustomer relationship management. / _cKristin Anderson and Carol Kerr.
260			_aNew York: _bMcGraw Hill, _cc2003.
300			_axii,164 p.: _bill.; _c22cm.
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
700			_aKerr, Carol
942			_2lcc _cBK
999			_c948 _d8448