Título : | Gestión y relación con los clientes. | Tipo de documento: | texto impreso | Autores: | Robinat Rivadulla, José Ramón., Autor | Editorial: | Barcelona; Oceano | Fecha de publicación: | sf. | Número de páginas: | 176 p. | ISBN/ISSN/DL: | 84-494-2741-10 | Idioma : | Español (spa) | Materias: | Marketing
| Palabras clave: | Cliente - Servicio al cliente , Gestión de calidad | Clasificación: | 658.812 / R645g | Resumen: | Desarrollo de la importancia del concepto de cliente , Del comprador al cliente - conceptos relacionados pero estratégicamente diferentes , Nuevo enfoque estratégico - valor del cliente y crecimiento interno , Arquitectura del plan de servicios y relación con el cliente , Programa de servicios y relación con el cliente , Ingeniería del plan de calidad de atención al cliente , Conocer los clientes , Control de calidad de las relaciones con los clientes , Personal de contacto y gestión , Concepto de marketing interno , Gestión de algunos momentos de verdad , Diseño y puesta en marcha del plan de calidad de servicio de atención al cliente. |
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) 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