Customer Relationship Management

ISBN-10: 0071379541

ISBN-13: 9780071379540

Edition: 2002

Authors: Kristin Anderson, Carol J. Kerr

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Description:

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 Companies, The
Publication date: 10/9/2001
Binding: Paperback
Pages: 176
Size: 6.00" wide x 8.75" long x 0.50" 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

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
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