Customer relationship management / Kristin Anderson, Carol Kerr

Author	Anderson, Kristin
Title	Customer relationship management / Kristin Anderson, Carol Kerr
Imprint	New York : McGraw-Hill, c2002
Descript	xii, 164 p

CONTENT

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 -- Managing relationships through conflict -- Fighting complacency : The "seven-year-itch" in customer relationships -- Resetting your CRM strategy

Customer relations -- Management

LOCATION	CALL#	STATUS
Chula Business School Library	658.812 A547C 2002	CHECK SHELVES
Chula Business School Library	658.812 A547C 2002	CHECK SHELVES

Chulalinet's Book Delivery Request