Customer relationship management : how to turn a good business into a great one! /
Roberts-Phelps, Graham.
Customer relationship management : how to turn a good business into a great one! / Graham Roberts-Phelps. - London : Hawksmere, 2001. - 230 p. : ill.
Customer relationship management demystefied-- Why do customers defect?-- The economics of customer care-- Defining customer service exellence-- Achieving service excellence-- Managing the customer satisfaction-- Customer focused selling and marketing skills-- Connecting with customers in the digital age--The ten keys to outstanding customer service-- Worksheet, excercises and action plan
9781854181190
2001334821
Relationship marketing.
Customer relations--Management.
HF5415.55.R63 2001
Customer relationship management : how to turn a good business into a great one! / Graham Roberts-Phelps. - London : Hawksmere, 2001. - 230 p. : ill.
Customer relationship management demystefied-- Why do customers defect?-- The economics of customer care-- Defining customer service exellence-- Achieving service excellence-- Managing the customer satisfaction-- Customer focused selling and marketing skills-- Connecting with customers in the digital age--The ten keys to outstanding customer service-- Worksheet, excercises and action plan
9781854181190
2001334821
Relationship marketing.
Customer relations--Management.
HF5415.55.R63 2001