Customer Relationship Management. Este artículo no está disponible.Customer Relationship Management

Appropriate as a stand-alone text for single-semester courses in Customer Relationship Measurement, Service Marketing, Customer Service or Consumer Affairs.

This book documents and demonstrates cost-effective techniques that the authors themselves have used to assist company managers in accomplishing strategic customer relationships management. It provides future or practicing non-technical corporate managers with the tools to better retain customers by backing their “hard decisions” with the “soft numbers” used to measure customer relationships.

Dr. Jon Anton is with the Department of Consumer Sciences at Purdue University and a researcher in the Center for Customer-Driven Quality.