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Customer Relationship Management

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ISBN-10: 0071379541

ISBN-13: 9780071379540

Edition: 2002

Authors: Carol J. Kerr, Kristin L. Anderson

List price: $18.00
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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.
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Book details

List price: $18.00
Copyright year: 2002
Publisher: McGraw-Hill Education
Publication date: 10/9/2001
Binding: Paperback
Pages: 176
Size: 5.80" wide x 8.80" long x 0.36" tall
Weight: 0.550
Language: English

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

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

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