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The Seven Myths of Customer Management

How to be Customer-Driven Without Being Customer-Led

The Seven Myths of Customer Management by John Abram
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In this lively and readable book, the authors argue that in recent years far too much has been made of customer satisfaction, and that this has come at the expense of hard-edged consumerism. Whether or not "the customer is king," the first rule of business is to make money. Pragmatic and practical, the book destroys seven key myths about customer management that have gained almost folkloric status, and provides a step-by-step action plan for linking customer service with commercial goals.
Wiley; August 2005
237 pages; ISBN 9780470858813
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Title: The Seven Myths of Customer Management
Author: John Abram; Paul Hawkes
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