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A read is counted each time someone views a publication summary such as the title, abstract, and list of authors, clicks on a figure, or views or downloads the fulltext. The book is geared towards advanced undergraduates and mba students, but is ideal for anyone taking courses in customer relationship management, relationship marketing, direct marketing or database management. Aimed at understanding and anticipating the needs of an organizations current and potential customers. Download this free customer service ebook client retention, telephone etiquette, team building, loyalty, service skills. Large selection and many more categories to choose from. Electronic customer relationship management e crm uses technology in. This work offers a stateofthe art survey of information systems research on electronic customer relationship management ecrm.
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