Customer Relationship Management: Making Hard Decisions with Soft Numbers (Hardcover)

by Jon Anton (Author)

Editorial Reviews

Product Description
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 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.

See all Editorial Reviews

Product Details

• Hardcover: 183 pages
• Publisher: Prentice Hall; 1 edition (January 16, 1996)
• Language: English
• ISBN-10: 0134384741
• ISBN-13: 978-0134384740
• Product Dimensions: 9.6 x 7.2 x 0.6 inches
• Shipping Weight: 1 pounds
• Average Customer Review: 3.0 out of 5 stars See all reviews (2 customer reviews)
• Amazon.com Sales Rank: #2,792,253 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

3 of 3 people found the following review helpful:

5.0 out of 5 stars Good book worth the money, March 3, 2000

By	Amrit Tiwana "www.bus.iastate.edu/tiwana" (Decatur, Georgia, USA) - See all my reviews (REAL NAME)

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., February 15, 1999

By A Customer

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.