The book introduces various working processes of corporate customer relationship management in the form of flow chart and working standards, with specific contents including customer service management planning, customer service organizational management, customer information management, customer credit management, customer relation management, customer promotion management, after-sale service management, customer financial management, customer service quality management, customer complaint management, big customer management, network customer management and call center management, with 13 working items, 95 flows in all. The book is unique in styles and clear in steps, with strong operability. The book is fit for corporate middle and high level managerial personnel, customer relationship director, customer relation management flow designer, training and management consultant and university management major students and teachers to read and use.
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Book Description paperback. Book Condition: New. Paperback Language: Simplified Chinese Publisher: Posts & Telecom Press; 2nd edition (March 1. 2012). Description Xu Jian edited customer relationship management process design and work standards (2nd edition) flowchart and work standards in the form of enterprise customer relationship management work processes. including customer service management planning. Customer service organization and management. customer information management. customer credit management. customer relationship manage. Bookseller Inventory # MX1650