TY  - BOOK
AU  - Buttle,Francis
AU  - Maklan,Stan
TI  - Customer relationship management: concepts and technologies 
SN  - 9781138789838
U1  - 658.812 23
PY  - 2015///
CY  - London
PB  - Routledge
KW  - Customer relations
KW  - Management
N1  - Includes bibliographical references and index.
N2  - In this chapter you have read about the links between CRM and customer experience. We defined customer experience as the cognitive and affective outcome of the customer's exposure to, or interaction with, a company's people, processes, technologies,products,services and other outputs
ER  -