كتاب : customer relationship management

title : customer relationship management
author : graham robbers-phelps
year :
Content

- Customer relationship management demystified...
- Why do customers defect?
- The economics of customer care
- Defining customer service excellence
- Achieving service excellence....
- Managing for customer satisfaction.............................................................
- Customer-focused selling and marketing skills.
- Connecting with customers in the digital age..
- The ten keys to outstanding customer service..
- Worksheets, exercises and action plans
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روابط التحميل

http://www.mirrorcreator.com/files/00LB2GUA/marketingBook8.rar_links