(c) 2000 Michele Bartram, [email protected] Cook up a Bright Future in Customer Relationship Management… by passing the Grandma Test! Michele Bartram.
1 Customer Relationship Management (CRM) Introduction.
PROVIDING CUSTOMER SERVICE (NQF4) Welcome to the Programme!
Service Quality. Learning Objectives u Describe the five dimensions of service quality. u Use the service quality gap model to diagnose quality problems.
© Pearson Education Limited 2008 MANAGEMENT ACCOUNTING Cheryl S. McWatters, Jerold L. Zimmerman, Dale C. Morse.
Electronic Communications & Social Media. So what are our goals today? Discuss liability exposures generated by e-communications and social media Give.
Chapter 06 Service Quality McGraw-Hill/Irwin Service Management: Operations, Strategy, and Information Technology, 6e Copyright © 2008 by The McGraw-Hill.
Removing negative reputation
Avanade complaints management_pov
#Manship4002 Lecture 3 - I Tweet Honestly, Passionately
Lecture 3
Consumer buying behaviour
