Customer Relationship Management
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Customer Relationship Management by Kristin J. Anderson
Book DescriptionThis reader-friendly series is must read for all levels of managers. All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based "Briefcase Books Series" is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one of today's hottest topics. "Customer Relationship Management" supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships.
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Book DetailsISBN: 9780071379540
(226mm x 149mm x 12mm)
Imprint: McGraw-Hill Professional
Publisher: McGraw-Hill Education - Europe
Publish Date: 1-Oct-2001
Country of Publication: United States
Books By Author Kristin J. Anderson
Benign Bigotry, Hardback (December 2009)
Focuses on commonly held cultural myths as the basis for examining subtle forms of racial, sexual, gender and religious bias.
Coaching Knock Your Socks Off Service, Paperback (September 1996)
Explains how to help frontline employees hone their skills, maintain the motivation to perform, and meet situations head-on. This book shows readers how to apply it in familiar coaching situations. It also shows you how to learn a skill - teaching employees to be peer coaches, a growing need in the current era of teams and of doing more with less.
Great Customer Service on the Telephone, Paperback (January 1986)» View all books by Kristin J. Anderson
Aimed at anyone who uses the phone, this text shows how to use it as a service tool that directly impacts on company profits. It covers handling irate customers, taking meaningful messages, handling conference calls and transfer calls, screening calls and improving voice effectiveness.
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Author Biography - Kristin J. Anderson
Kristin L. Anderson (Minneapolis, MN) is a customer service consultant. Carol J. Kerr (Austin, TX) is a learning solutions consultant with Motorola.
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