Handbook of Customer Relationship Management - Bookswagon UAE
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Handbook of Customer Relationship Management

Handbook of Customer Relationship Management


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About the Book

Every time a customer approaches your business, they arrive with an expectation. It may be a service need or a new product interest, but in every case, they have an expectation that accompanies their interest in your business. What happens next will form an experience that shapes their behavior. A good experience may increase their loyalty and tendency to purchase again. A poor experience may transfer their business to your competitor. The ability to recognize this process and to actively manage it forms the basis for Customer Relationship Management, or CRM. The ability to ensure that the enterprise will act with unity of purpose to ensure experiences that exceed every expectation is a monumental task. Customers interacting with employees, employees collaborating with suppliers- every interaction is an opportunity to manage a relationship. --- Craig Conway


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Product Details
  • ISBN-13: 9783639355482
  • Publisher: VDM Verlag
  • Binding: Paperback
  • Language: English
  • Returnable: N
  • Spine Width: 10 mm
  • Width: 152 mm
  • ISBN-10: 3639355482
  • Publisher Date: 17 May 2011
  • Height: 229 mm
  • No of Pages: 164
  • Series Title: English
  • Weight: 299 gr


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