Stauss, Bernd.
Complaint management : the heart of CRM / Bernd Stauss, Wolfgang Seidel. - 1st ed. - Cincinnati : Thompson/South-Western, c2004. - x, 310 p. : ill ; 24 cm.
"American Marketing Association.".
Includes bibliographical references (p. 298-303) and index.
0324202644 (alk. paper)
2004022189
Consumer complaints.
Customer relations--Management.
HF5415.52 / .S83 2004
658.8/12
Complaint management : the heart of CRM / Bernd Stauss, Wolfgang Seidel. - 1st ed. - Cincinnati : Thompson/South-Western, c2004. - x, 310 p. : ill ; 24 cm.
"American Marketing Association.".
Includes bibliographical references (p. 298-303) and index.
0324202644 (alk. paper)
2004022189
Consumer complaints.
Customer relations--Management.
HF5415.52 / .S83 2004
658.8/12