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Keywords: Customer service
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Journal Articles
Customer relationship management for facility managers
Available to Purchase
Journal:
Journal of Facilities Management
Journal of Facilities Management (2005) 3 (4): 346–361.
Published: 01 December 2005
... the basis for CRM in the FM world. These gaps typically occur in the area of the ‘3 Rs’ — resources, response and respect. Key areas of knowledge and skills covered in this paper include: defining CRM and distinguishing it from customer service; understanding the true measure of service success; uncovering...
