Customer relationship management the bottom line to optimizing your ROI

• Main Authors: Anton, Jon (Author), Petouhoff, Natalie L (Author)
• Format: Book
• Language: English
• Published: Upper Saddle River, N.J. Prentice Hall 2002
• Series: Management skills, NetEffect series
• Subjects: Customer relations > Case studies > Management; Customer relations > Management > Statistical models
• Online Access: Click Here to View Status and Holdings.
• Physical Description: xviii, 254 pages illustrations 24 cm
• Bibliography: Includes bibliographical references (p. 246-249) and index
• ISBN: 0130990698

This work recommends initiatives for improving customer service and managing change, describing methodologies geared toward building relationships through customer-perceived value instruments, monitoring customer relationship indices, and changing the corporate culture and the way people work. Anton is director of benchmark research at Purdue University's Center for Customer-Driven Quality. Petouhoff works in the private sector. Annotation copyrighted by Book News, Inc., Portland, OR