文档介绍：CustomerRelationshipManagementHow to turn a good businessinto a great one!Graham Roberts-PhelpsCustomerRelationshipManagementHow to turn a good business into a great one!Graham Roberts-PhelpsBlank pageCustomer RelationshipManagementHow to turn a good business into a great one!Graham Roberts-PhelpsReprinted by Thorogood 200310-12 Rivington Street, London EC2A 3DUTelephone: 020 7749 4748Fax: 020 7729 6110Email: ******@: ? Graham Roberts-Phelps 2001All rights reserved. No part of this publicationmay be reproduced, stored in a retrieval systemor transmitted in any form or by any means,electronic, photocopying, recording or otherwise,without the prior permission of the book is sold subject to the condition that itshall not, by way of trade or otherwise, be lent,re-sold, hired out or otherwise circulated withoutthe publisher’s prior consent in any form ofbinding or cover other than in which it ispublished and without a similar conditionincluding this condition being imposed upon the subsequent responsibility for loss occasioned to anyperson acting or refraining from action as aresult of any material in this publication can epted by the author or CIP catalogue record for this book is availablefrom the British 1 85418 119 XPrinted in India by Replika discounts for bulkquantities of Thorogood booksare available to corporations,institutions, associations anisations. For moreinformation contact Thorogood bytelephone on 020 7749 4748, byfax on 020 7729 6110, or e-mail us: ******@ the raham Roberts-Phelpsis an experienced and professional businesstrainer and consultant, sharing his ideas and insights with thousandsof people anisations every year. With an extensive backgroundin management and business development, he works ani-sations of many different types and is the author panies Don’t eed – People Do!,Working Smarterand Telephone Tactics, all published by