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Customer-Driven Services Management

Customer-Driven Services Management by S Balachandran
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This Second Edition has been substantially revised keeping in view the continued demand and requirement for excellence in services management. In addition to presenting the concepts within which innovative processes and practices can develop, the author discusses the new technologies, products and applications that have emerged. The appeal of the book lies in the way the author has integrated the various dimensions of services management, including people management, relationship marketing, strategies for growth and managing information in the knowledge economy.
SAGE India; August 2004
319 pages; ISBN 9788132101819
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Title: Customer-Driven Services Management
Author: S Balachandran