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Customer relationship management.
In August 2000, the tyre industry experienced mass anxiety when Firestone was forced to recall many of its tyres due to a number of fatalities. This triggered countless customer enquiries and, as a result, the Firestone website crashed, staying down for the next twelve hours. Michelin were also inun...
| Clasificación: | Libro Electrónico |
|---|---|
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Bradford :
Emerald Group Pub.,
2005.
|
| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- Cover; Introduction; A critical incident approach to the examination of customer relationship management in a retail chain; An integrated framework for customer value and customer-relationship management performance; Building brand webs: Customer relationship management through the Tesco Clubcard loyalty scheme; Customer relationship management: the case of a European bank; E-relationship marketing: changes in traditional marketing as an outcome of electronic customer relationship management; Quality and customer relationship management as competitive strategy in the Swedish banking industry.