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  • ISBN: 9780071362535
  • ISBN10: 0071362533

Secrets of Customer Relationship Management: It's All About How You Make Them Feel


  • List Price: $24.95
  • Binding: Hardcover
  • Edition: 1
  • Publisher: McGraw-Hill
  • Publish date: 02/01/2000
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Description: Relationship Marketing is one of today's hottest catch phrases, but it's much more than just a slogan. Secrets of Customer Relationship Management gives the reader an in-depth understanding of what customers actually mean to a business -- and explains the importance of building and maintaining the strength of that relationship.

International marketing expert Jim Barnes examines case studies from small businesses that have successfully developed long-term relationships, and explains how their personalized approaches can be adopted by large corporations. Real-world examples and research results from around the world offer key insights into topics including:
-- New techniques for e-Commerce and the Internet
-- The drivers of customer satisfaction
-- How to identify -- and thwart -- threats to relationships

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