Customer relationship management the bottom line to optimizing your ROI
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...
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| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Upper Saddle River, N.J.
Prentice Hall
2002
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| Series: | Management skills, NetEffect series
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| Subjects: | |
| Online Access: | Click Here to View Status and Holdings. |
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| 100 | 1 | # | |a Anton, Jon |e author |
| 245 | 1 | 1 | |a Customer relationship management |b the bottom line to optimizing your ROI |c Jon Anton, Natalie L. Petouhoff |
| 264 | # | 1 | |a Upper Saddle River, N.J. |b Prentice Hall |c 2002 |
| 264 | # | 4 | |c ©2002 |
| 300 | # | # | |a xviii, 254 pages |b illustrations |c 24 cm |
| 336 | # | # | |a text |2 rdacontent |
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| 338 | # | # | |a volume |2 rdacarrier |
| 490 | 1 | # | |a Management skills, NetEffect series |
| 504 | # | # | |a Includes bibliographical references (p. 246-249) and index |
| 520 | # | # | |a 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 |
| 650 | # | 0 | |a Customer relations |v Case studies |x Management |
| 650 | # | 0 | |a Customer relations |x Management |x Statistical models |
| 700 | 1 | # | |a Petouhoff, Natalie L |e author |
| 840 | # | # | |a Neteffect series. |p Management skills |
| 856 | 4 | 0 | |z Click Here to View Status and Holdings. |u https://opac.uitm.edu.my/opac/detailsPage/detailsHome.jsp?tid=311320 |
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CUSTOMER RELATIONSHIP MANAGEMENT THE BOTTOM LINE TO OPTIMIZING YOUR ROI