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Second life
The Satisfied Customer
by Claes Fornell · St Martin's Press · tapa dura · 256 pages
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Pages: 256 pagesAuthor: Claes FornellPublisher: St Martin's PressFormat: tapa duraLanguage: enRelease date: 27/11/2007ISBN: ISBN 9781403981974
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Synopsis of The Satisfied Customer
En este libro, Claes Fornell, un experto en el campo, redefine el servicio al cliente para el siglo XXI. El autor argumenta que los consumidores tienen acceso a una gran cantidad de información gratuita sobre alternativas de compra, lo que obliga a los gerentes de negocios a adaptarse a una nueva realidad. El libro explora cómo las empresas que subestiman al cliente empoderado son castigadas por los mercados de productos y de valores, y ofrece consejos prácticos sobre cómo prosperar cuando los compradores tienen el poder y el capital de inversión impulsa su poder.
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