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Customer relationship management. / Kristin Anderson and Carol Kerr.

By: Anderson, KristinContributor(s): Kerr, CarolMaterial type: TextTextPublisher: New York: McGraw Hill, c2003Description: xii,164 p.: ill.; 22cmISBN: 007048631Subject(s): Customer relationshipLOC classification: HF5415.5.A11
Contents:
Contents: 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.
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HF5415.5.A11 (Browse shelf) Available 2352/12

Includes index

Contents: 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.

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