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The Nordstrom Way to Customer Service Excellence
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Robert Spector |
First published in 1995, The Nordstrom Way is a classic guide to great customer service. This new book replaces The Nordstrom Way with an even more practical guide to becoming the "Nordstrom" of your… |
OL14962029W |
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Services marketing
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Steve Baron,Kim Harris |
This edition has been updated to cover all the most recent developments in the field, such as technological advances. The case studies come from a wide range of countries and types of industries. |
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Up close and personal?
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Paul Gamble,Neil Woodcock,Merlin Stone |
"Up Close and Personal? provides new insights into effective customer relationship marketing." "Based on world-wide research into CRM supported by IBM, Up Close and Personal? brings together the work… |
OL20557303W |
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Customer equity
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Gary Getz,Jacquelyn S. Thomas,Robert C. Blattberg |
Annotation
Annotation. |
OL20576906W |
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The customer revolution
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Ronni T. Marshak,Patricia B. Seybold |
Focuses on the customer as the driving force behind the Internet economy and explains how customer loyalty and satisfaction can affect business success. |
OL24820705W |
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Acquiring, Processing, and Deploying
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M. Larry Shillito |
Do you want a better understanding of who your customers are? Do you want to learn how to acquire the customer voice? The next decade will be the decade of the customer. Meeting their wants, needs, a… |
OL3465703W |
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Service management and marketing
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Christian Grönroos,Christian Gronroos,Christian Grönroos |
dowload free here Christian Grönroos "Service management and marketing"
http://depositfiles.com/files/iuxptujyj part 2
http://depositfiles.com/files/1fo42vf28 part 1 |
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Customer management excellence
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Mike Faulkner |
CRM today is much like BPR in the 1990s. It is the strategy of the 21st century. Everyone is jumping on the bandwagon, but few are doing it in a way that will reap long-term benefits. And while billi… |
OL6046165W |