by Joan Koob Cannie, Donald Caplin · American Management Association · tapa blanda · ISBN 9780814450086
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«Keeping Customers for Life» is a business management essay by Joan Koob Cannie and Donald Caplin (American Management Association, paperback, 259 pp.).
A business management work focused on customer service as a competitive advantage in the United States. It presents a twelve-step strategy, from top management commitment to employee motivation and training, to identify real customer needs, measure results, and ensure loyalty depends not on slogans but on consistent practice.
Work in English published in 1991 by American Management Association; includes bibliographic references and an index.
For executives, customer service managers, and business management professionals interested in retaining customers through service quality.
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