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Creating Customer Delight: The How and Why of CRM

	Creating Customer Delight: The How And Why Of Crm by Rakesh Seth, Kirti Seth
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This extremely practical and cogent handbook provides invaluable insights into understanding a customer`s needs and managing customer satisfaction. The authors discuss the beginnings of CRM in India and stress the importance of a better understanding of customers in order to build successful enterprises. They maintain that customer delight and not just satisfaction is what is required for business success. The authors share their experiences in teh industry through interesting anecdotes and examples. ISBN 0761932968

Pages : 160

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