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Complaint management : the heart of CRM /

Stauss, Bernd.

Complaint management : the heart of CRM / Bernd Stauss, Wolfgang Seidel. - 1st ed. - Cincinnati : Thompson/South-Western, c2004. - x, 310 p. : ill. ; 24 cm.

"American Marketing Association."

Includes bibliographical references (p. 298-303) and index.

ISBN: 0324202644 9780324202649

LCCN: 2004022189

Subjects--Topical Terms:
Consumer complaints.
Customer relations--Management.

LC Class. No.: HF5415.52 / .S83 2004

Dewey Class. No.: 658.8/12

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Complaint management : the heart of CRM /