TY  - BOOK
AU  - Peppers,Don
AU  - Rogers,Martha
TI  - Managing customer relationships: a strategic framework 
SN  - 9780471656418 (ebook)
PY  - 2004///
CY  - Hoboken, N.J.
PB  - Wiley
KW  - Customer relations
KW  - Management
KW  - Consumers' preferences
KW  - Relationship marketing
KW  - Business and Management
KW  - ukslc
KW  - Management decision making
KW  - thema
KW  - Management of specific areas
KW  - Customer services
KW  - Economics, finance, business & management
KW  - lcsh
N1  - Includes bibliographical references and index; Electronic reproduction; Askews and Holts; Mode of access: World Wide Web
N2  - Customer Relationship Management (CRM) is now critical to the profitability and long-term success of companies across all industries. This title examines such topics as: customer needs and value differentiation, customer acquisition versus retention and individualized customer relationships
UR  - http://www.vlebooks.com/vleweb/product/openreader?id=WestLondon&isbn=9780471656418
ER  -