Please use this identifier to cite or link to this item: https://hdl.handle.net/10356/6227
Title: Customer-service management : a case in a multi-national company
Authors: Oh, Poh Cheng
Keywords: DRNTU::Engineering::Industrial engineering
Issue Date: 2003
Abstract: The approach of customer relationship management is to enhance the selected group of customers’ experience with a company’s products and services through retention of these customers.The strategy is employed to win the mind-share of customers and translate that into long-term profitability of the company through repeated product ownership, recommendations or services. By using this strategy and approach, customers will have the tendencies to stay longer with the company through subsequent product or service repurchases and will recommend the company’s products and services to others.
URI: http://hdl.handle.net/10356/6227
Rights: Nanyang Technological University
Fulltext Permission: restricted
Fulltext Availability: With Fulltext
Appears in Collections:MAE Theses

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