Connecting With Your Customers
By Steve Morris & Graham Willcocks
1996
ISBN: 0-273-61685-4 
192 p.
$57.50 Paper
This is a unique book linking customer service and relationship marketing and is written in such a way that you are able to take ideas straight from the page and implement them immediately. It goes way beyond simple customer satisfaction and enables you to gain the knowledge needed in order to take strategic decisions about the business you are in as well as discover the best way to build up long-term relationships with customers. You will also learn how to continuously improve your operations and give yourself the ability to anticipate the needs and wants of the customer of tomorrow.