June 2013
Beginner
448 pages
15h 21m
English
Content preview from Marketing
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19
Customer care andcustomer relationshipmanagement
19.1 Introduction
Key point
If employees are treated badly, they are more likely to treat customers badly; if they are treated well they are more likely to treat the firm’s customers well.
The whole area of customer care and customer relationship management (CRM) has evolved and developed substantially over the last 20 years. This is the focus of the last chapter of this book; however, the topic is also related to the subjects covered in Chapter 18 because so much of modern customer care and customer relationship management systems is Internet-based. The subject of totally integrated customer relationship management has itself evolved out of the earlier but related topic of relationship marketing. ...
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I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.