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Customer relationship management : creating competitive advantage through win-win relationship strategies

Author: Kaj Storbacka; Jarmo Lehtinen
Publisher: Singapore ; Boston : McGraw-Hill, ©2001.
Edition/Format:   Print book : EnglishView all editions and formats
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Additional Physical Format: Online version:
Storbacka, Kaj.
Customer relationship management.
Singapore ; Boston : McGraw-Hill, ©2001
(OCoLC)768103462
Document Type: Book
All Authors / Contributors: Kaj Storbacka; Jarmo Lehtinen
ISBN: 0071188614 9780071188616 9780071206785 0071206787
OCLC Number: 48948038
Description: x, 160 pages : illustrations ; 25 cm
Contents: 1. Are You Managing Your Customers or Are They Managing You? --
2. Exchanging Resources in Customer Relationships --
3. Relationship Structure: From the Big Picture to the Nitty Gritty --
4. Establishing, Enhancing, and Ending Relationships --
5. Creating Competitive Advantage with Relationship Strategies --
6. The Innovative CRM Organization --
7. Case Study.
Responsibility: Kaj Storbacka, Jarmo R. Lehtinen.

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