000			00780nam a22001457a 4500
999			_c2597 _d2597
020			_a007048631x
050			_aHF5415.A528 AND
100			_aKristin Anderson
245			_aCustomer relations management _cKristin Anderson, Carol Kerr
260			_aNew Delhi _bTata McGraw-Hill _c2002
300			_avii, 153p.
505			_a1. 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
650			_aCustomer relations _xManagement
942			_cBK