transforming business thinking Mahajan, Gautam 1946- creator text xxu New Delhi Response Books 2011 monographic eng

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xx,326p. 22cm (pbk) Prologue: from best practices to next practices -- Total CVM and the company -- The fundamentals -- Existing programmes and total CVM -- The customer bill of rights and the circle of promises -- Strategic and operational managers and total CVM -- Total CVM and sales and marketing: chief marketing officer -- Total CVM: support, staff and operational managers -- The frontline people -- Bottom-up total CVM: customer-circles -- Total CVM and certification -- Epilogue: total CVM at Glacier Products. by Gautam Mahajan Includes index Relationship marketing Customer relations Total quality management 658.812 9788132103127 ENG-101949 DBAD/PUB dpl 110125 20110125105638.0 Eng