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Customer Service Skills For Success 5Th Edition at Meripustak

Customer Service Skills For Success 5Th Edition

Books from same Author: Robert W. Lucas

Books from same Publisher: MC GRAW HILL INDIA

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    • General Information  
    Author(s)Robert W. Lucas
    PublisherMC GRAW HILL INDIA
    ISBN9780071315920
    Pages320
    BindingPaperback
    LanguageEnglish
    Publish YearFebruary 2011

    Description

    MC GRAW HILL INDIA Customer Service Skills For Success 5Th Edition by Robert W. Lucas

    The book is divided into four parts comprising twelve chapters. Part I on CRM Concepts and Processes introduces the subject and establishes the importance of understanding and collaborating with customers. Part II on Analytical CRM discusses database management data mining and analysis. Part III on CRM Operations discusses the methods to design loyalty programs and role of marketing channels in CRM. The final part (IV) on CRM: Technology Implementation and Applications includes discussions technological developments of CRM need for its implementation in the services sector and its assessment.