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Creating Customer Delight: The How and Why of Customer Relationship Management (Response Books)
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ISBN
:
9780761932963
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Publisher
:
SAGE Publications
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Subject
:
Business & Management, Industry & Industrial Studies
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Binding
:
PAPERBACK
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Pages
:
154
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Year
:
2005
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240.0
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Description
Written in an accessible and user-friendly style this book discusses the beginnings of customer relationship management (CRM) using India as an example of an expanding `customer care' service provider and analyzes the growing need for better customer understanding to build successful enterprises. It focuses on an integrated approach to CRM and the tools required for practising it, including: database management; call centres; customer relationship management technologies; and soft skills//communication.
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