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Complaint management : the heart of CRM /

Stauss, Bernd

Complaint management : the heart of CRM / Bernd Stauss, Wolfgang Seidel - Cincinnati, OH. : Thomson/South-Western, 2004 - x, 310 p. : ill. ; 24 cm.

'American Marketing Association'

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

ISBN: 0324202644 (hbk.)

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

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Complaint management : the heart of CRM /

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