John Abram — The Seven Myths of Customer Management

Автор: John Abram

Издатель: John Wiley & Sons Limited

ISBN: 9780470858813

Описание: In this lively and readable book, the authors argue that in recent years far too much has been made of customer satisfaction, and that this has come at the expense of hard-edged consumerism. Whether or not «the customer is king,» the first rule of business is to make money. Pragmatic and practical, the book destroys seven key myths about customer management that have gained almost folkloric status, and provides a step-by-step action plan for linking customer service with commercial goals.

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