Customer relationship management : an Emerald guide.

Format:

Book

Language:

English

Subjects (All):

Customer relations.

Management.

Physical Description:

86 p.

Edition:

1st ed.

Place of Publication:

Bradford, England : Emerald Group Publishing, c2005.

Language Note:

English

Summary:

In August 2000, the tyre industry experienced mass anxiety when Firestone was forced to recall many of its tyres due to a number of fatalities. This triggered countless customer enquiries and, as a result, the Firestone website crashed, staying down for the next twelve hours.

Contents:

Cover

Introduction

A critical incident approach to the examination of customer relationship management in a retail chain

An integrated framework for customer value and customer-relationship management performance

Building brand webs: Customer relationship management through the Tesco Clubcard loyalty scheme

Customer relationship management: the case of a European bank

E-relationship marketing: changes in traditional marketing as an outcome of electronic customer relationship management

Quality and customer relationship management as competitive strategy in the Swedish banking industry.

Notes:

Bibliographic Level Mode of Issuance: Monograph

ISBN:

1-280-70626-0

9786610706266

OCLC:

277185812

Publisher Number:

9781846632723