This book is both a series of case studies of firms that have introduced programmes of customer care, and a study of why the majority of customer care schemes go awry. It aims to provide a framework for building up customer responsiveness in the day-to-day routines of businesses. The case histories compare the fortunes and appraises the methods of companies who have set up both successful and unsuccessful.
- ISBN10 185251048X
- ISBN13 9781852510480
- Publish Date April 1991
- Publish Status Transferred
- Publish Country GB
- Publisher Management Books 2000 Ltd
- Imprint Mercury Business Books
- Format Hardcover
- Pages 160
- Language English