Creating customer delight
Subtitle: the how and why of CRM
By: Rakesh Seth, Kirti Seth.
Contributors: Seth, Kirti, 1966-
Publisher: Response Books
Published: 2005
Place of publication: Thousand Oaks, Calif
Language: eng
Number of pages: 154
Subjects: Customer relations -- Management.
Description: "This extremely practical and cogent handbook provides invaluable insights into understanding a customer's needs and managing customer satisfaction. The authors discuss the beginnings of CRM in India and stress the importance of a better understanding of customers in order to build successful enterprises. They maintain that customer delight and not just satisfaction is what is required for business success." "Encompassing both external and internal factors, the book provides an integrated approach to CRM and the tools required for practising it."--BOOK JACKET.
Notes: Includes index.
Table of contents: title: Introduction; title: The growing need for CRM; title: Taking an integrated approach; title: Database management; title: CRM in call centres; title: CRM one to one; title: The sound of service-customer delight.