Managing Business Relationships

Now fully revised and updated with new examples, case studies, and references with contributing works from industry leaders and academic experts, Managing Customer Relationships is one of the first books designed to develop an understanding of the pedagogy of managing customer relationships. With an emphasis on customer strategies and building customer value, the Second Edition focuses on marketing accountability and metrics and advanced customer valuation approaches, including Return on Customer. The new edition offers a full discussion of the influence of social networking on customer empowerment and customer relationship management (CRM).

From the Inside Flap
"No company can succeed without customers. If you don't have customers, you don't have a business. You have a hobby."
—From Managing Customer Relationships, Second Edition

In today′s competitive marketplace, managing customer relationships or customer relationship management (CRM) is critical to a company′s profitability and long–term success. Fully revised and updated, Managing Customer Relationships,