Understanding and managing customers / 
edited by Isobel Doole, Peter Lancaster and Robin Lowe. 
 - Harlow :  Financial Times Prentice Hall,  2004. 
 - 360 p. :  ill. ;  25 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>PART ONE: IDENTIFYING THE CUSTOMER 1. Customers, quality and exchange 2. Who is the customer? 3. The marketing environment 4. Building information on the customer PART TWO: UNDERSTANDING THE CUSTOMER 5. Why organisations need to understand customer behaviour 6. How customers are segmented and organised 7. What the customer is looking for 8. Customers\' perceptions of quality PART THREE: INFLUENCING THE CUSTOMER 9. Organising internally to serve external customers 10. Customer-led communications 11. Developing and managing customer relationships 12. The emergence of the \'new\' consumer: coming to terms with the future INDEX 
<br/><br/> This comprehensive textbook provides an easy introduction to the subject of customers and ensures that the needs of business students will be met in an up-to-date and innovative manner. 
<br/><br/><label>ISBN: </label>9780273685623 (pbk.) :  £26.99 0273685627 (pbk.) :  Đ26.99 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations--Management<br/>Consumer behavior.<br/>Business and Management.<br/>Sales & marketing<br/>Customer services
<br/><br/><label>LC Class. No.: </label>HF5415.5 
<br/><br/><label>Dewey Class. No.: </label>658.812 DOO