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Customer relationship management & customer service

Author: A Brink; A Berndt
Publisher: Landsdowne, South Africa : Juta, 2004.
Edition/Format:   Print book : English
Summary:

Customer relations management (CRM) is about maintaining long-term customer relationships. This book looks at creating and managing customer relationships and how relationship marketing, applied  Read more...

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Document Type: Book
All Authors / Contributors: A Brink; A Berndt
ISBN: 0702161241 9780702161247
OCLC Number: 54676932
Description: 204 pages ; 24 cm
Contents: Nature and role of relationship marketing; Nature of relationships; Customer bonding; Customer service; Planning the CRM strategy; Internal markets and internal marketing; One-to-one marketing/mass customisation; CRM in business-to-business markets; Introduction to TERM; Customer interaction channels; Customer database management; CRM applications; CRM implementation.
Other Titles: Customer relationship management and customer service
Responsibility: editors, Annekie Brink, Adele Berndt.

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