TY  - BOOK
AU  - Kristin Anderson
TI  - Customer relations management
SN  - 007048631x
AV  - HF5415.A528 AND 
PY  - 2002///
CY  - New Delhi
PB  - Tata McGraw-Hill
KW  - Customer relations
KW  - Management
N1  - 1. Customer relationship management is not an option
2. The customer service/sales profile
3. Managing your customer service/sales profile
4. Choosing your CRM strategy
5. Managing and sharing customer data
6. Tools for capturing customer information
7. Service level agreements
8. E-commerce
9. Managing relationships through conflict
10. Fighting complecency
11Resetting you CRM Straegy
ER  -