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Mark   Medium Year
658.812 Bet/Sih : Service innovation : how to go from customer needs to breakthrough services / Lance A. Bettencourt     
      Service innovation : how to go from customer needs to breakthrough services / Lance A. Bettencourt MELB  Book 2010
658.812 Ble : Product service planning : service-marketing-engineering interactions / William H. Bleuel <and> Henry E. Bender     
      Product service planning : service-marketing-engineering interactions / William H. Bleuel <and> Henry E. Bender WATERFT  Book 1980
658.812 Bli/Cur : CRM unplugged : releasing CRM's strategic value / Philip Bligh, Douglas Turk     
      CRM unplugged : releasing CRM's strategic value / Philip Bligh, Douglas Turk MELB  Book 2004
658.812 Bly/Kcs : Keeping clients satisfied : make your service business more successful and profitable / Robert W. Bly     
      Keeping clients satisfied : make your service business more successful and profitable / Robert W. Bly MELB  Book 1993
658.812 Bro/Tqs : Total quality service : how organizations use it to create a competative advantage / Stanley A. Brown     
      Total quality service : how organizations use it to create a competative advantage / Stanley A. Brown MELB  Book 1992
658.812 Bro/Wcv : What customers value most : how to achieve business transformation by focusing on processes that touch your customers : satisfied customers, increased revenue, improved profitability / Stanley A. Brown     
      What customers value most : how to achieve business transformation by focusing on processes that touch your customers : satisfied customers, increased revenue, improved profitability / Stanley A. Brown MELB  Book 1995
658.812 Bru/Rmm : Relationship marketing : management of customer relationships / Manfred Bruhn     
      Relationship marketing : management of customer relationships / Manfred Bruhn WATERFT  Book 2003
658.812 Buc/Wct : When customers think we don't care : ending actions that self-destruct companies, customer service and jobs / Richard W. Buchanan     
      When customers think we don't care : ending actions that self-destruct companies, customer service and jobs / Richard W. Buchanan MELB  Book 2002
658.812 But/Bcc : Bottom-line call center management : creating a culture of accountability and excellent customer service / David L. Butler     
      Bottom-line call center management : creating a culture of accountability and excellent customer service / David L. Butler MELB  Book 2004
658.812 But/Crm    
      Customer relationship management : concepts and tools / Francis Buttle MELB, WATERFT   Book 2004
      Customer relationship management : concepts and tools / Francis Buttle MELB, WATERFT   Book 2004
658.812 But/Crm 2009 : Customer relationship management : concepts and technologies / Francis Buttle     
      Customer relationship management : concepts and technologies / Francis Buttle MELB  Book 2009
658.812 Car/Bbo : The big book of customer service training games : quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers / Peggy Carlaw, Vasudha Kathleen Deming     
      The big book of customer service training games : quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers / Peggy Carlaw, Vasudha Kathleen Deming MELB  Book 1999
658.812 Car/Flc : Front-line customer service : 15 keys to customer satisfaction / Clay Carr     
      Front-line customer service : 15 keys to customer satisfaction / Clay Carr W'BOOL  Book 1990
658.812 Car/Mcr : Mastering customer relations / Roger I. Cartwright     
      Mastering customer relations / Roger I. Cartwright WATERFT  Book 2000
658.812 Chr/Csp : The customer service planner / Martin Christopher     
      The customer service planner / Martin Christopher MELB  Book 1992
658.812 Cla/Crm    
      Customer relationship management & customer service / David Clark-Murphy & Anthony T. Copp MELB, WATERFT   Book 2006
      Customer relationship management & customer service / David Clark-Murphy & Anthony T. Copp MELB, WATERFT   Book 2006
658.812 Con/Csf : Customer satisfaction, focus on the customer : Second Congress on Customer Satisfaction, May 17-20, 1992, Lake Buena Vista, Florida     
      Customer satisfaction, focus on the customer : Second Congress on Customer Satisfaction, May 17-20, 1992, Lake Buena Vista, Florida MELB  Book 1992
658.812 Coo/Cce 2002 : Customer care excellence : how to create an effective customer focus / Sarah Cook     
      Customer care excellence : how to create an effective customer focus / Sarah Cook MELB  Book 2002
658.812 Coo/Cch 1997 : Customer care : how to improve competitiveness, staff motivation and profitablity in today's service driven organization / Sarah Cook     
      Customer care : how to improve competitiveness, staff motivation and profitablity in today's service driven organization / Sarah Cook MELB  Book 1997
658.812 Coo/Kti : Knowledge transfer in enterprise IT support provision using web-based self-service / by Vanessa A. Cooper     
      Knowledge transfer in enterprise IT support provision using web-based self-service / by Vanessa A. Cooper MELB THESES  Book 2006
658.812 Coo/Mcs : Measuring customer service effectiveness / Sarah Cook     
      Measuring customer service effectiveness / Sarah Cook MELB  Book 2004
658.812 Cro/Cbo : Customer bonding : pathway to lasting customer loyalty / Richard Cross and Janet Smith     
      Customer bonding : pathway to lasting customer loyalty / Richard Cross and Janet Smith MELB  Book 1995
658.812 Dav/Tcs : Total customer service : the ultimate weapon / William H. Davidow and Bro Uttal     
      Total customer service : the ultimate weapon / William H. Davidow and Bro Uttal MELB, WATERFT   Book 1990
658.812 Dav/Tcs 1990 : Total customer service : the ultimate weapon / William H. Davidow and Bro Uttal     
      Total customer service : the ultimate weapon / William H. Davidow and Bro Uttal MELB, WATERFT   Book 1990
658.812 Dee/Cca : Call centres and human resource management : a cross-national perspective / edited by Stephen Deery and Nicholas Kinnie     
      Call centres and human resource management : a cross-national perspective / edited by Stephen Deery and Nicholas Kinnie W'BOOL  Book 2004
658.812 Den/Hcc : Handling customer complaints : turning challenges into opportunities / Jennifer Denham     
      Handling customer complaints : turning challenges into opportunities / Jennifer Denham MELB  Book 1998
658.812 Des/Mtk : Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization     
      Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization MELB  Book 1993
658.812 Dev/Csz : The customer service zoo / Catherine DeVrye     
      The customer service zoo / Catherine DeVrye MELB  Book 1999
658.812 Dev/Gsi : Good service is good business : 7 simple strategies for success / Catherine DeVrye     
      Good service is good business : 7 simple strategies for success / Catherine DeVrye MELB  Book 1994
658.812 Dij/Ssh : Secret service : hidden systems that deliver unforgettable customer service     
      Secret service : hidden systems that deliver unforgettable customer service MELB  Book 2002
658.812 Dil/Mmh 2008    
      Making meaning : how successful businesses deliver meaningful customer experiences / Steve Diller, Nathan Shedroff, Darrel Rhea MELB, W'BOOL, W'PONDS   Book 2008
      Making meaning : how successful businesses deliver meaningful customer experiences / Steve Diller, Nathan Shedroff, Darrel Rhea MELB, W'BOOL, W'PONDS   Book 2008
      Making meaning : how successful businesses deliver meaningful customer experiences / Steve Diller, Nathan Shedroff, Darrel Rhea MELB, W'BOOL, W'PONDS   Book 2008
658.812 Don/Smr : Strategic market relationships : from strategy to implementation / Bill Donaldson, Tom O'Toole     
      Strategic market relationships : from strategy to implementation / Bill Donaldson, Tom O'Toole MELB  Book 2002
658.812 Dut/Ahf : AMA handbook for customer satisfaction / Alan Dutka     
      AMA handbook for customer satisfaction / Alan Dutka WATERFT  Book 1995
658.812 Dwy/Cio : Coordinate implementation of customer service strategies / series editor Judith Dwyer     
      Coordinate implementation of customer service strategies / series editor Judith Dwyer MELB  Book 2006
658.812 Dyc/Cha : The CRM handbook : a business guide to customer relationship management / Jill Dyché     
      The CRM handbook : a business guide to customer relationship management / Jill Dyché MELB  Book 2002
658.812 Ega/Rma    
      Relationship marketing / edited by John Egan and Michael J. Harker MELB  Book 2005
      Relationship marketing / edited by John Egan and Michael J. Harker MELB  Book 2005
      Relationship marketing / edited by John Egan and Michael J. Harker MELB  Book 2005
658.812 Ega/Rme 2004    
      Relationship marketing : exploring relationship strategies in marketing / John Egan MELB, WATERFT   Book 2004
      Relationship marketing : exploring relationship strategies in marketing / John Egan MELB, WATERFT   Book 2004
658.812 Fis/Dns : Developing new services : incorporating the voice of the customer into strategic service development / Caroline M. Fisher, James T. Schutta     
      Developing new services : incorporating the voice of the customer into strategic service development / Caroline M. Fisher, James T. Schutta MELB  Book 2003
658.812 Fje/Ecr 2006    
      Electronic customer relationship management / Jerry Fjermestad, Nicholas C. Romano, Jr., editors MELB, WATERFT   Book 2006
      Electronic customer relationship management / Jerry Fjermestad, Nicholas C. Romano, Jr., editors MELB, WATERFT   Book 2006
658.812 Fla/Rdy : Responsiveness : double your profits in half the time / Neil Flanagan and Brian Thomas     
      Responsiveness : double your profits in half the time / Neil Flanagan and Brian Thomas MELB  Book 1996
658.812 FLi/Crt : Customer retention through quality leadership : the Baxter approach / Deborah G. Fliehman, David D. Auld     
      Customer retention through quality leadership : the Baxter approach / Deborah G. Fliehman, David D. Auld MELB  Book 1993
658.812 Fre/Ics : Incredible customer service : the final test / David Freemantle     
      Incredible customer service : the final test / David Freemantle MELB  Book 1993
658.812 Fre/Ucr : The ultimate CRM handbook : strategies and concepts for building enduring customer loyalty and profitability / [edited] by John Freeland     
      The ultimate CRM handbook : strategies and concepts for building enduring customer loyalty and profitability / [edited] by John Freeland MELB  Book 2002
658.812 Gab/Cas    
      Consumers and services / Mark Gabbott and Gillian Hogg W'BOOL, WATERFT   Book 1998
      Consumers and services / Mark Gabbott and Gillian Hogg W'BOOL, WATERFT   Book 1998
658.812 Gal/Mcv : Managing customer value : creating quality and service that customers can see / Bradley T. Gale with Robert Chapman Wood     
      Managing customer value : creating quality and service that customers can see / Bradley T. Gale with Robert Chapman Wood MELB  Book 1994
658.812 Gan/Csn : Customer satisfaction, novelty-seeking, and loyalty in intermittently available services / by Rachna Gandhi-Arora     
      Customer satisfaction, novelty-seeking, and loyalty in intermittently available services / by Rachna Gandhi-Arora MELB THESES  Book 2004
658.812 Ged/Ttc : Through the customers' eyes : improving your company's results with the CORe method / Lindsay Geddes     
      Through the customers' eyes : improving your company's results with the CORe method / Lindsay Geddes MELB  Book 1993
658.812 Gee/Wac : The winner's attitude : change how you deal with difficult people and get the best out of any situation / Jeff and Val Gee     
      The winner's attitude : change how you deal with difficult people and get the best out of any situation / Jeff and Val Gee MELB  Book 2006
658.812 Gen/Cpm : The CRM project management handbook : building realistic expectations and managing risk / Michael Gentle     
      The CRM project management handbook : building realistic expectations and managing risk / Michael Gentle MELB  Book 2002
658.812 Gla/Bcl : Building customer loyalty : how you can help keep customers returning / Barbara A. Glanz     
      Building customer loyalty : how you can help keep customers returning / Barbara A. Glanz WATERFT  Book 1994
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