Service Management and Marketing : A Customer Relationship Management Approach, 2nd Edition

Rating:
Summary: Academicly solid as well as practical!
Review: Surprised that there is no other review on this book. I bought it when the 2nd edtion was just in out while doing a masters degree in business administration. It helped me to do an assignment on market focussed management. It goes much further than many standard "hype type" of textbooks on CRM. It makes customer focus operational but still bases it on solid acadamic knowledge.

No doubt that this book will be of value just as long as the first edition!