Secrets of Customer Relationship Management: It's All About How You Make Them Feel
|Relationship Marketing is one of todays hottest catch
phrases, but its much more than just a slogan. Secrets of Customer
Relationship Management gives the reader an in-depth understanding of what
customers actually mean to a businessand explains the importance of
building and maintaining the strength of that relationship.
International marketing expert Jim Barnes examines case studies from small businesses that have successfully developed long-term relationships, and explains how their personalized approaches can be adopted by large corporations. Real-world examples and research results from around the world offer key insights into topics including:
The Changing Nature of Marketing and Customer Service.
The Economics of Customer Relationship Building.
Customer Satisfaction: Necessary Precursor to Customer Relationship.
The Customer's Definition of Value.
The Nature of Relationships.
Building Long-Term Relationships.
What Small Firms Can Teach Us about Relationships.
Measuring the Equity in Customer Relationships.
Identifying Relationships at Risk.
Establishing Customer Relationships on the Internet.
Extending the Concept of Relationships.
Achieving a Competitive Advantage through Relationships.
Written by James G. Barnes. Published by McGraw Hill (U.S.), 2000.
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Last modified: : November 24, 2000
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