TY  - BOOK
AU  - Roman,Ernan
TI  - Voice-of-the-customer marketing: a revolutionary five-step process to create customers who care, spend, and stay 
SN  - 9780071740838 (alk. paper)
AV  - HF5415.55 .R66 
PY  - 2011///
CY  - New York
PB  - McGraw-Hill
KW  - Relationship marketing
KW  - Customer relations
KW  - Database marketing
KW  - Consumer profiling
N1  - Includes index; Vision for VOC-driven marketing --
Conduct and apply VOC relationship research --
Create VOC-driven opt-in relationship strategies --
Create VOC-driven multichannel mix --
Create a VOC-driven social media --
Invest in an excellent customer service experience
ER  -