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Customer relationship management: How to turn a good business into a great one ! /
| Main Author: | |
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| Format: | Printed Book |
| Language: | English |
| Published: |
New Delhi:
Viva Books Private Limited,
2003.
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Table of Contents:
- 1. Customer relationship management demystified 2. Why do customers defect3. Economics of customer care 4. Defining customer service excellence5. Achieving service excellence 6. Managing for customer satisfaction 7. Customer - focussed selling and market