Preface Corporations that achieve high customer retention and high customer profitability aim for: The right product (or service), to the right customer, at the

In today’s global business environment, Customer Relationship Management (CRM) has become key to the success of many international enterprises. Managing Custo

Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of

The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corpora

Praise for MANAGING THE NEW CUSTOMER RELATIONSHIP “Gordon delivers an impressive synthesis of the newest methods for engaging customers in relationships that