Handbook of CRM - Achieving Excellence Through Customer Management.pdf

《Handbook of CRM - Achieving Excellence Through Customer Management.pdf》由会员上传分享，免费在线阅读，更多相关内容在学术论文-天天文库。

1、HCRM-FM.qxd9/16/0510:45PageiHANDBOOKOFCRM:AchievingExcellenceinCustomerManagementTLFeBOOKHCRM-FM.qxd9/16/0510:45PageiiToPenelopeandChristopherHCRM-FM.qxd9/16/0510:45PageiiiHANDBOOKOFCRM:AchievingExcellenceinCustomerManagementAdrianPayneAMSTERDAM•BOSTON•HEIDELBERG•LONDON•NEWYORK•OXFORDP

2、ARIS•SANDIEGO•SANFRANCISCO•SINGAPORE•SYDNEY•TOKYOButterworth-HeinemannisanimprintofElsevierHCRM-FM.qxd9/16/0510:45PageivButterworth-HeinemannisanimprintofElsevierLinacreHouse,JordanHill,OxfordOX28DP30CorporateDrive,Suite400Burlington,MA01803Firstpublished2005Copyright©2005,AdrianPayne.

3、Allrightsreserved.TherightofAdrianPaynetobeidentifiedastheauthorofthisworkhasbeenassertedinaccordancewiththeCopyright,DesignsandPatentsAct1988.Nopartofthispublicationmaybereproducedinanymaterialform(includingphotocopyingorstoringinanymediumbyelectronicmeansandwhetherornottransientlyori

4、ncidentallytosomeotheruseofthispublication)withoutthewrittenpermissionofthecopyrightholderexceptinaccordancewiththeprovisionsoftheCopyright,DesignsandPatentsAct1988orunderthetermsofalicenceissuedbytheCopyrightLicensingAgencyLtd,90TottenhamCourtRoad,London,EnglandW1T4LP.Applicationsfort

5、hecopyrightholder’swrittenpermissiontoreproduceanypartofthispublicationshouldbeaddressedtothepublisher.PermissionsmaybesoughtdirectlyfromElsevier’sScienceandTechnologyRightsDepartmentinOxford,UK:phone:(44)(0)1865843830;fax:(44)(0)1865853333;e-mail:permissions@elsevier.co.uk.Youmayals

6、ocompleteyourrequeston-lineviatheElsevierhomepage(http://www.elsevier.com),byselecting‘CustomerSupport’andthen‘ObtainingPermissions’.BritishLibraryCataloguinginPublicationDataAcataloguerecordforthisbookisavailablefromtheBritishLibraryLibraryofCongressControlNumber:2005922524Acataloguer

7、ecordforthisbookisavailablefromtheLibraryofCongressISBN-13:978-07506-6437-0ISBN-10:07506-6437-1ForinformationonallButterworth-Heinemannpublicationsvisitourwebsiteathttp://books.elsevier.comTypesetbyNewgenImagingSystems(P)Ltd,Chennai,IndiaPrintedandboundinGreatBritainWorkingtogetherto