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Customer Relationships. Sales 12.9. Express Exec

  • ID: 2240285
  • Book
  • February 2003
  • 118 Pages
  • John Wiley and Sons Ltd
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  • Fast–track route to understanding the relationship between organizations and the customer chain that contains both internal and external customers
  • Covers key topics such as loyalty and customer retention.  Also explores how to move beyond customer satisfaction to customer delight
  • Case studies of Amazon.com, Kalmbach Publishing (US), Boeing (US), Saga (UK), Chowking Food Corporation (the Philippines)
  • Includes a comprehensive resource guide, key concepts and thinkers, a 10–step action plan, and a section of FAQs
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Introduction to ExpressExec.

Introduction to Customer Relationships.

What is Meant by Customer Relationships?

The Evolution of Customer Relationships.

Global Implications for Customer Relationships.

Customer Relations: The State of the Art.

Customer Relations Success Stories.

Customer Relationships Key Concepts and Thinkers.

Resources on Customer Relationships.

Ten Steps to Effective Customer Relations.

Frequently Asked Questions.

Index.

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Roger Cartwright
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