Customer Relations Management

Customer Relations Management

4.11 - 1251 ratings - Source

This title is about managing customer relations from an organisational perspective. In it you will find familiar and not so familiar concepts. You will be asked to think from both the customera€™s and an organisational point of view and to analyse the elements that shape the customera€™s experience and determine organisational strategy.Albrecht, K., Zemke, P. (1985), Service America, Dow Jones-Irwin Albrecht, K. ( 1988), AtAmericaa#39;s Service, Warner Books Argyris, C., ... W.H., Uttal B. (1989), a#39; Service Companies: Focus or Faltera#39;, Harvard Business Review, Jul-Aug Deming, W.E. (1986), Out of the Crisis, ... in UK Customer Service Centres, The Call Centre Association Drucker, P.F. (1954), The Practice of Management, New York: Harperanbsp;...

Title:Customer Relations Management
Author:Melanie allen
Publisher:Select Knowledge Limited -


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