000			00919cam a2200205 a 4500
999			_c813 _d813
020			_a9780071740838 (alk. paper)
020			_a007174083X (alk. paper)
050	0	0	_aHF5415.55 _b.R66
100	1		_aRoman, Ernan.
245	1	0	_aVoice-of-the-customer marketing : _ba revolutionary five-step process to create customers who care, spend, and stay / _cErnan Roman.
260			_aNew York : _bMcGraw-Hill, _cc2011.
300			_axvi, 248 p. : _bill. ; _c24 cm.
500			_aIncludes index.
505			_aVision 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.
650		0	_aRelationship marketing.
650		0	_aCustomer relations.
650		0	_aDatabase marketing.
650		0	_aConsumer profiling.
942			_cBK