Creating customer delight : the how and why of CRM - Seth, Rakesh, 1958-; Seth, Kirti, 1966- (New Delhi ; Thousand Oaks, Calif. : Response Books, 2005)
Introduction -- The growing need for CRM -- Taking an integrated approach -- Database management -- CRM in call centres -- CRM one-to-one -- The sound of service.
Includes index.
Shakib
Keywords: Customer relations -- Management