Customer Relationships

* Fast-track route to understanding the relationship between organizations and the customer chain that contains both internal and external customers * Covers key topics such as loyalty and customer retention.  Also explores how to move beyond customer satisfaction to customer delight * Case studies of Amazon.com, Kalmbach Publishing (US), Boeing (US), Saga (UK), Chowking Food Corporation (the Philippines) * Includes a comprehensive resource guide, key concepts and thinkers, a 10-step action plan, and a section of FAQs