Customer Relationship Management

Name: Customer Relationship Management
Price: 10.06 USD
Availability: InStock
ISBN: 9780071379540

ISBN-10: 0071379541

ISBN-13: 9780071379540

Edition: 2002

Authors: Kristin L. Anderson, Carol J. Kerr

List price: $22.00

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In common with all McGraw-Hill's Briefcase Books, Customer Relationship Management is a practical, advice-filled guide. It shows how to manage both short and long-term relationships and details the benefits of knowing your customers.

Book details

List price: $22.00
Copyright year: 2002
Publisher: McGraw-Hill Education
Publication date: 10/9/2001
Binding: Paperback
Pages: 176
Size: 5.90" wide x 8.90" long x 0.50" tall
Weight: 0.550
Language: English

Kristin L. Anderson (Minneapolis, MN) is a customer service consultant. Carol J. Kerr (Austin, TX) is a learning solutions consultant with Motorola.

McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide



Preface



Customer Relationship Management Is Not on 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


Index