The customer response management handbook : building, rebuilding, and improving your results / Darlene D. Richard.
Publisher: [S.l.] : McGraw-Hill Australia, 2003Description: 546 p. ; 24 cmISBN: 007470978X (paperback); 9780074709788 (paperback)DDC classification: 658 Online resources: Amazon.com Summary: "The Customer Response Management Handbook" is your one-stop reference for building, rebuilding and improving all non face-to-face methods of communication management. By focusing especially on telephony-based media (phone, fax, email, e-commerce, wireless communications, VOIP, etc.), Darlene Richard presents a provocative selection of ideas to help you think through the 'whys' of successful customer response management, and demonstrates that this success will never rest only on the associated technology, but also on the associated people. Darlene D. Richard has over 20 years practical direct marketing, call centre and business development experience in Australia, NZ and the USA. She is the Managing Director of Call Centre Integrity Pty Ltd - a consultancy for review, troubleshooting and recommending improvements to telephony-based business.| Item type | Current location | Home library | Call number | Status | Date due | Barcode | Item holds |
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Central Library (CL) | Central Library (CL) | 658.812 RIC (Browse shelf) | Available | NBS6634 |
"The Customer Response Management Handbook" is your one-stop reference for building, rebuilding and improving all non face-to-face methods of communication management. By focusing especially on telephony-based media (phone, fax, email, e-commerce, wireless communications, VOIP, etc.), Darlene Richard presents a provocative selection of ideas to help you think through the 'whys' of successful customer response management, and demonstrates that this success will never rest only on the associated technology, but also on the associated people. Darlene D. Richard has over 20 years practical direct marketing, call centre and business development experience in Australia, NZ and the USA. She is the Managing Director of Call Centre Integrity Pty Ltd - a consultancy for review, troubleshooting and recommending improvements to telephony-based business.
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