TY  - BOOK
AU  - Mahajan,Gautam
TI  - Total customer value management: transforming business thinking 
SN  - 9788132103127
U1  - 658.812 22
PY  - 2011///
CY  - New Delhi 
PB  - Response Books
KW  - Relationship marketing
KW  - Customer relations
KW  - Total quality management
N1  - Includes index; 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
ER  -