This book documents and demonstrates cost-effective techniques that the authors themselves have used to assist company managers in accomplishing strategic customer relationships management. It provides future or practicing non-technical corporate managers with the tools to better retain customers by backing their “hard decisions” with the “soft numbers” used to measure customer relationships.
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Book Description
Editorial Reviews
From the Publisher
This book documents and demonstrates cost-effective techniques that the authors themselves have used to assist company managers in accomplishing strategic customer relationships management. It provides future or practicing non-technical corporate managers with the tools to better retain customers by backing their "hard decisions" with the "soft numbers" used to measure customer relationships.
From the Back Cover
This book documents and demonstrates cost-effective techniques that the authors themselves have used to assist company managers in accomplishing strategic customer relationships management. It provides future or practicing non-technical corporate managers with the tools to better retain customers by backing their “hard decisions” with the “soft numbers” used to measure customer relationships.
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Most Helpful Customer Reviews
3 of 3 people found the following review helpful:
5.0 out of 5 stars
Good book worth the money,
By
This review is from: Customer Relationship Management: Making Hard Decisions with Soft Numbers (Hardcover)
I disaggree with the previous reviewer. The book is a nice, concise, and reasonably deep treatment of the topic. Thinking about it, with its 1996 publication date, this is one of the books that existed on the topic of CRM BEFORE it became such a big buzz word. Recommended.
1 of 9 people found the following review helpful:
1.0 out of 5 stars
The graphics and illustrations add NO value.,
By A Customer
This review is from: Customer Relationship Management: Making Hard Decisions with Soft Numbers (Hardcover)
The graphics, illustrations and figures add no value to the book. They confuse the reader and distract their attention away from the authors points. I would not recommend reading this book unless the graphics were removed.
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