TY  - BOOK
AU  - Roberts-Phelps,Graham
TI  - Customer relationship management : how to turn a good business into a great one!
SN  - 9781854181190
AV  - HF5415.55.R63 2001 
PY  - 2001///
CY  - London
PB  - Hawksmere
KW  - Relationship marketing
KW  - Customer relations
KW  - Management
N1  - 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
ER  -