Customer management excellence: successful strategies from service leaders
Auteur :
Faulkner, Mike
Éditeur :
John Wiley & Sons Inc
ISBN :
9780470848531
Date de publication :
25 oct. 2002
Dimensions :
24,1 x 15,8 x 2,5 cm
Poids :
482 g
Langue :
Anglais
Pays d'origine :
USA
CRM today is much like BPR in the 1990s. It is the strategy of the 21st century. Everyone is jumping on the bandwagon, but few are doing it in a way that will reap long--term benefits. And while billions are being spent worldwide, as yet there is not one case study of a true CRM focused company that is achieving major business success.