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 | Principles of Service Marketing and Management Product# 460686256 Selling for $114.66 "This clear, accessible book presents an integrated approach to the study of services that places marketing issues within a broader general management context. It emphasizes the fact that service organizations differ in many important respects from manufacturing businesses, requiring a distinctive approach to planning and implementing marketing strategy. Coverage is comprised of 16 chapters and 12 short- to medium-length cases that let readers apply what they've learned to real-world settings and fully understand the complexities of service management—including the interactions between marketing, operations, and human resources." |
 | Customer Relationship Management: The Bottom Line to Optimizing Your ROI (NetEffect Series) Product# 460765640 Selling for $23 Presents innovative proven methods for determining whether a CRM strategy for changing the way a company provides service will realize the return on the investment. Softcover. |
 | The Ten Demandments: Rules to Live By in the Age of the Demanding Customer Product# 460766768 Selling for $14.95 "The Ten Demandments presents an informed and interactive road map that takes readers directly to the hearts, minds, desires, and demands of the new customer, whether it is the end consumer or a business-to-business relationship. Customer experience guru Kelly Mooney scrutinizes the total customer experience with strategic insights, anecdotes, and action plans." |
 | Crm at the Speed of Light: Capturing and Keeping Customers in the Internet Real Time Product# 460766808 Selling for $29.99 "'ECRM' provides business decision-makers with straightforward advice and solid information on how to use eCRM software and the Internet to manage customer relationships. In addition to describing the evolution of CRM from old-school sales management techniques, it teaches techniques for opening new businesses and managing customer relations on the Web." |
| Customer Relationship Management: The Bottom Line to Optimizing Your ROI (NetEffect Series) Product# 460767369 Selling for $23 Presents innovative proven methods for determining whether a CRM strategy for changing the way a company provides service will realize the return on the investment. Softcover. |