Creating customer delight

"This extremely practical and cogent handbook provides invaluable insights into understanding a customer's needs and managing customer satisfaction. The authors discuss the beginnings of CRM in India and stress the importance of a better understanding of customers in order to build successful enterprises. They maintain that customer delight and not just satisfaction is what is required for business success." "Encompassing both external and internal factors, the book provides an integrated approach to CRM and the tools required for practising it."--BOOK JACKET.