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Mark   Year Entries
HF 5415.5 E2 : Quality of service : making it really work / Bo Edvardsson, Bertil Thomasson, and John Øvretveit.; BJL  1994 1
HF 5415.5 F2 : Customer management excellence.; BJL  c2003 1
HF 5415.5 F5 : Implementing CRM : from technology to knowledge / David Jesse Finnegan, Leslie P. Willcocks.; BJL  c2007 1
HF 5415.5 G3 : Keeping customers for life.; BJL  1992 1
HF 5415.5 G5 : Building customer loyalty : how you can help keep customers returning.; BJL  1994 1
HF 5415.5 G6 : CRM automation.; BJL  c2002 1
HF 5415.5 G7 : CRM at the speed of light : essential customer strategies for the 21st century / Paul Greenberg.; BJL  2004 1
HF 5415.5 G9   2
HF 5415.5 H3 : Harvard business review on customer relationship management.; BJL  2002 1
HF5415.5 .H474 2015 : What great service leaders know and do : creating breakthroughs in service firms / James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger.; Online materials  2015 1
HF 5415.5 H6 : Service level agreements : measuring cost and quality in service relationships.; BJL  1993 1
HF 5415.5 H7 : 12 steps to success through services : a complete programme for winning and keeping customers / Barrie Hopson and Mike Scally.; BJL  1989 1
HF5415.5 .K363 : The age of intent : using artificial intelligence to deliver a superior customer experience / P.V. Kannan with Josh Bernoff.; BJL  2019 1
HF 5415.5 K5 : Customer relationship management : getting it right!.; BJL  2003 1
HF 5415.5 K9 : Customer relationship management : a databased approach / V. Kumar, Werner J. Reinartz.; BJL  2006 1
HF 5415.5 L9 : Customer service : building successful skills for the twenty-first century.; BJL  2005 1
HF 5415.5 M1 : Creating customer evangelists : how loyal customers become a volunteer sales force / Ben McConnell, Jackie Huba.; BJL  c2003 1
HF 5415.5 M3 : Managing quality customer service.; BJL  1989 1
HF 5415.5 M5 : The social customer : how brands can use social CRM to acquire, monetize, and retain fans, friends, and followers / Adam Metz.; BJL  2011 1
HF 5415.5 N2 : Exceeding customer expectations : find out what your customers want - and give them even more / Susan Nash and Derek Nash.; BJL  2000 1
HF 5415.5 N3 : Creating customer value : the path to sustainable competitive advantage.; BJL  1995 1
HF 5415.5 N5 : Why CRM doesn't work : how to win by letting customers manage the relationship.; BJL  c2003 1
HF 5415.5 P3   2
HF 5415.5 P4 : Managing customer relationships : a strategic framework / Don Peppers, Martha Rogers.; BJL  c2004 1
HF5415.5 .P44 : Customer relationship management.; BJL  2013 1
HF5415.5 .P445 2013 : Customer relationship management / Ed Peelen and Rob Beltman.; Online materials  2013 1
HF 5415.5 R3 : The loyalty effect : the hidden force behind growth, profits, and lasting value / Frederick F. Reichheld with Thomas Teal.; BJL  2001 1
HF 5415.5 R9   2
HF 5415.5 S3 : Winning at service : lessons from service leaders / Waldemar Schmidt, Gordon Adler, Els van Weering.; BJL  c2003 1
HF 5415.5 S4 : Creating customer delight : the how and why of CRM / Rakesh Seth, Kirti Seth.; BJL  2005 1
HF 5415.5 S5   4
HF 5415.5 S6 : Managing the customer experience : turning customers into advocates / Shaun Smith and Joe Wheeler.; BJL  2002 1
HF5415.5 .S7376 2010 : Brilliant customer service / Debra Stevens.; BJL  2010 1
HF 5415.5 S8   2
HF 5415.5 S9 : Accelerating customer relationships : using CRM and relationship technologies.; BJL  2001 1
HF 5415.5 T2   2
HF 5415.5 T7 : Just enough CRM.; BJL  c2003 1
HF 5415.5 U4 : The ultimate CRM handbook : strategies and concepts for building enduring customer loyalty and profitability / John G. Freeland, editor.; BJL  c2003 1
HF 5415.5 U5 : Understanding and managing customers / edited by Isobel Doole, Peter Lancaster, Robin Lowe.; BJL  2005 1
HF5415.5 .W54 : Digital customer experience engineering : strategies for creating effective digital experiences / Lars Wiedenhoefer.; BJL  2021 1
HF5415.5 .W543 2021 : Digital customer experience engineering : strategies for creating effective digital experiences / Lars Wiedenhoefer.; Online materials  2021 1
HF 5415.5 W7   2
HF 5415.5 Z4 : Delivering quality service : balancing customer perceptions and expectations / Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry.; BJL  1990 1
HF 5415.5 Z5 : Knock your socks off service recovery / Ron Zemke and Chip R. Bell.; BJL  c2000 1
HF 5415.5 Z6 : Customer relationship management : integrating marketing strategy and information technology / William G. Zikmund, Raymond McLeod , Jr. and Faye W. Gilbert.; BJL  2003 1
HF 5415.523 C3 : Customer advisory boards : a strategic tool for customer relationship building.; BJL  c2003 1
HF 5415.525 C6 : Capturing customers' hearts : leave the competition to chase their pockets.; BJL  2000 1
HF 5415.525 H7 : Commitment-led marketing : the key to brand profits is in the customer's mind / Jan Hofmeyr and Butch Rice.; BJL  c2000 1
HF 5415.525 H9 : Scoring points : how Tesco continues to win customer loyalty / Clive Humby, Terry Hunt and Tim Phillips.; BJL  c2007 1
HF 5415.525 R3 : Loyalty rules! : how today's leaders build lasting relationships.; BJL  c2001 1
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