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

Contributor(s): Doole, Isobel | Lancaster, Peter, 1952- | Lowe, Robin, 1945-.
Publisher: Harlow, England : Financial Times Prentice Hall, 2005Description: xxi, 340 p. : ill. ; 25 cm.ISBN: 0273685627 (pbk.); 9780273685623 (pbk.).Subject(s): Customer servicesDDC classification: 658.812
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.
Item type Current location Shelf location Call number Copy number Status Notes Date due Barcode
Main Collection Taylor's Library-TU

Floor 2, Shelf 2 , Side 1, TierNo 3, BayNo 1

 658.812 UND 2005 (Browse shelf) 1 Available SHTEx,70005,03,RM 5000147365
Main Collection Taylor's Library-TU

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

 658.812 UND 2005 (Browse shelf) 1 Available SHTEx,70004,03,RM 5000147981
Main Collection Taylor's Library-TU

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

 658.812 UND (Browse shelf) 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.