Business Process Mapping : Improving Customer Satisfaction
J. Mike Jacka
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CRM at the Speed of Light, Fourth Edition
Paul Greenberg
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New Service Development : Creating Memorable Experiences
James A. Fitzsimmons
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Marketing to the Ageing Consumer : The Secrets to Building an Age-Friendly Business
D. Stroud
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Customer Relationship Management
Simon Knox
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Handbook of CRM
Adrian Payne
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Implementing CRM : From Technology to Knowledge
David (University of Warwick) Finnegan
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The Call Center Handbook : The Complete Guide to Starting, Running, and Improving Your Call Center
Keith Dawson
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The Lifebelt : The Definitive Guide to Managing Customer Retention
John A. Murphy
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Customer Relationship Management : A Global Perspective
Gerhard Raab
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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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Developing Knowledge-Based Client Relationships
Ross Dawson
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Communicating with Customers : Service Approaches, Ethics and Impact
Wendy S.Zabava- Ford
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Fairness in Consumer Contracts : The Case of Unfair Terms
Chris Willett
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Gower Handbook of Call and Contact Centre Management
Natalie Calvert
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Customer Management Excellence : Successful Strategies from Service Leaders
Mike Faulkner
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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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Breakthrough Zone : Harnessing Consumer Creativity for Business Innovation
Roy (Promise, New York and London) Langmaid
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Leading the Sales Force : A Dynamic Management Process
Rene Y. Darmon
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Sport and Policy
Barrie (Loughborough University, Leicestershire, UK) Houlihan
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Service Quality : New Directions in Theory and Practice
Roland T. Rust
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Service Leadership : The Quest for Competitive Advantage
Svafa Gronfeldt
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