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Customer Relationship Management: The Bottom Line to Optimizing Your ROI by Dr. Natalie L. Petouhoff, Dr. Jon Anton

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Copyright

Library of Congress Cataloging-in-Publication Data

Anton, Jon.

Customer relationship management : the bottom line to optimizing your ROI / Jon Anton and Natalie L. Petouhoff.—2nd ed.

p. cm.

Includes bibliographical references and index.

ISBN 0-13-099069-8 (alk. paper)

1. Customer relations—Management—Statistical models. 2. Customer relations—Management—Case studies. I. Petouhoff, Natalie L. II. Title.

HF5415.5 .A58 2002

658.8'12—dc21 2001056579

Credits

Executive Editor

Elizabeth Sugg

Editor-in-Chief

Steve Helba

Editorial Assistant

Anita Rhodes

Managing Editor

Mary Carnis

Production Editor

Brian Hyland

Director of Production and Manufacturing

Bruce Johnson

Manufacturing Buyer

Cathleen Peterson

Design Director

Cheryl Asherman

Cover Design

Wanda España ...

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