Managing Customer Relationships Using Customer Care Techniques : Strategy Development of an International Enterprise
Anna (Czestochowa University Of Technology, Poland) Brzozowska
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Customer Relationship Management : Concept, Strategy, and Tools
V. Kumar
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Managing Customer Experience and Relationships : A Strategic Framework
Don (President and Founder of Marketing 1:1, Inc.) Peppers
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Customer Centric Support Services in the Digital Age : The Next Frontier of Competitive Advantage
Jagdish N. Sheth
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Customer Service Delivery in Africa : Consumer Perceptions of Quality in Selected African Countries
Robert Ebo Hinson
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Quality Management for Services : Handbook for Successful Quality Management. Principles – Concepts – Methods
Manfred Bruhn
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Customer Relationship Management
Simon Knox
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Handbook of CRM
Adrian Payne
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Customer Relationship Management : A Global Perspective
Gerhard Raab
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Gower Handbook of Call and Contact Centre Management
Natalie Calvert
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Fairness in Consumer Contracts : The Case of Unfair Terms
Chris Willett
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Definitive Guide to Order Fulfillment and Customer Service, The : Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations
CSCMP
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Customer Loyalty Programmes and Clubs
Stephan A. Butscher
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Memorable Customer Experiences : A Research Anthology
Joelle Vanhamme
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Involving Customers In New Service Development
Bo (Karlstad Univ, Sweden) Edvardsson
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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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The Customer Loyalty Pyramid
Michael Lowenstein
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Building a Successful Customer-service Culture : A Guide for Library and Information Managers
Maxine Melling
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Fast and Efficient Context-Aware Services
Danny (Technion, Israel Institute of Technology) Raz
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Modern Analysis of Customer Surveys : with Applications using R
Ron S. (KPA Ltd., Israel) Kenett
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Service Selling : A Guide to Increasing Sales and Profits in Consumer Financial Services
Robert G. Stemper
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Customer Friendly : The Organizational Architecture of Service
James T. Ziegenfuss
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