TY  - BOOK
AU  - SMITH, I. (Author)
TI  - Meeting customer needs
SN  - 9780750659840
U1  - 658.812 SMI 
PY  - 2003///
CY  - Oxford
PB  - Elsevier Butterworth-Heinemann
KW  - Customer services
KW  - Customer relations
KW  - Marketing
N1  - Includes index p. 213 - 218; 1. First, know yourself
2. Customers : who do they think they are?
3. The route to your customers
4. Competitors and how to make the most of them
5. Starting the planning process : where do you want to be?
6. Marketing : the tools for understanding and analysing
7. Marketing : conversing with customers
8. Marketing : measuring all that is important
9. Virtuous cycles
10. Revisiting your plans
N2  - This book is designed to provide the underpinning knowledge and understanding required for any competency-based management course
ER  -