附註:Includes bibliographical references and index.
List of figures -- List of tables -- List of contributors -- Foreword -- Acknowledgements -- Introduction -- Part 1. The scorecard results and conclusions -- Part 2. Measurement, systems and data -- Part 3. The sectoral view -- Part 4. Channels and media -- Part 5. Implementation and the future -- Index.
摘要:"With contributions from 25 international experts, in-depth cases and drawing on the leading edge research findings, this book is the most comprehensive source of data ever published on customer management global practice."--Thomson Gale description.
