Data Mining Techniques in CRM : Inside Customer Segmentation
Konstantinos K. (Eurobank, Greece) Tsiptsis
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Managing Service Level Quality : Across Wireless and Fixed Networks
Peter (Hutchison 3G UK Ltd) Massam
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Measuring Customer Service Effectiveness
Sarah Cook
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Building a Successful Customer-service Culture : A Guide for Library and Information Managers
Maxine Melling
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The Customer Loyalty Pyramid
Michael Lowenstein
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Customer Friendly : The Organizational Architecture of Service
James T. Ziegenfuss
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Electronic Customer Relationship Management
Jerry Fjermestad
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Building Customer-brand Relationships
Don E. Schultz
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Customer Visits: Building a Better Market Focus : Building a Better Market Focus
Edward F. McQuarrie
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Managing Customer Experience and Relationships : A Strategic Framework
Don Peppers
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On the Front Line : Organization of Work in the Information Economy
Stephen J. Frenkel
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Analyzing Costs, Procedures, Processes, and Outcomes in Human Services : An Introduction
Brian T. Yates
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Strategic Customer Management : Integrating Relationship Marketing and CRM
Adrian (Professor, University of New South Wales, Sydney) Payne
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Delighting Customers : How to build a customer-driven organization
P. Donovan
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Superior Customer Value : Finding and Keeping Customers in the Now Economy
Art (Nova Southeastern University, USA) Weinstein
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The World of Customer Service
Pattie (Northern Arizona University) Gibson
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Call Center Continuity Planning
Jim Rowan
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Total Customer Satisfaction : A Comprehensive Approach for Health Care Providers
Stephanie G. Sherman
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Customer Advisory Boards : A Strategic Tool for Customer Relationship Building
David L Loudon
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Quick Service Restaurants, Franchising, and Multi-Unit Chain Management
Francis A Kwansa
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Quick Service Restaurants, Franchising, and Multi-Unit Chain Management
Francis A Kwansa
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Better Customer Service : Simple Rules You Can Apply Today
Edward C. Brewer
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A Guide to Customer Service Skills for the Service Desk Professional
Donna (Knapp Associates, Inc.) Knapp
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Hotel Front Office Simulation : A Workbook and Software Package
Sheryl F. Kline
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