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Understanding and managing customers / edited by Isobel Doole, Peter Lancaster, Robin Lowe.

Contributor(s): Publication details: Harlow, England : Financial Times Prentice Hall, 2005.Description: xxi, 340 p. : ill. ; 25 cmISBN:
  • 0273685627 (pbk.)
  • 9780273685623 (pbk.)
Subject(s): DDC classification:
  • 658.812 UND
Contents:
Part 1: Identifying the customer: 1. Customers, quality and exchange - 2. Who is the customer? - 3. The marketing environment - 4. Building information on the customer -- Part 2: Understanding the customer: 5. Why organisations need to understand customer behaviour - 6. How customers are segmented and organised - 7. What the customer is looking for - 8. Customers' perceptions of quality -- Part 3: Influencing the customer: 9. Organising internally to serve external customers - 10. Customer-led communications - 11. Developing and managing customer relationships - 12. The emergence of the 'new consumer': coming to terms with the future -- Index.
Holdings
Cover image Item type Current library Home library Collection Shelving location Shelf location Call number Materials specified Vol info Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
Main Collection Taylor's Library-TU

Floor 4, Shelf 27 , Side 1, TierNo 1, BayNo 4

 658.812 UND (Browse shelf(Opens below)) 1 Available SHTEx,70004,03,RM 5000034882

Includes bibliographical references and index.

Part 1: Identifying the customer: 1. Customers, quality and exchange - 2. Who is the customer? - 3. The marketing environment - 4. Building information on the customer -- Part 2: Understanding the customer: 5. Why organisations need to understand customer behaviour - 6. How customers are segmented and organised - 7. What the customer is looking for - 8. Customers' perceptions of quality -- Part 3: Influencing the customer: 9. Organising internally to serve external customers - 10. Customer-led communications - 11. Developing and managing customer relationships - 12. The emergence of the 'new consumer': coming to terms with the future -- Index.