Selling: Managing Customer Relationships

<h1> Selling: Managing Customer Relationships 3e </h1><h2> Part 1: Customers and Organisations </h2><h3> Chapter 1: Selling, Marketing and Customer Relationship Management </h3><h3> Chapter 2: Understanding Consumers </h3><h3> Chapter 3: Understanding Organisational Buyers </h3><h3> Chapter 4: Ethical and Legal Issues in Selling </h3><h2> Part 2: Preparing to Build Customer Relationships </h2><h3> Chapter 5: Developing your Communication Skills </h3><h3> Chapter 6: Getting Organised </h3><h3> Chapter 7: Prospecting </h3><h2> Part 3: Conducting Sales Interviews with Customers </h2><h3> Chapter 8: Selling as Consultation </h3><h3> Chapter 9: Managing Objections and Buyer Concerns </h3><h3> Chapter 10: Obtaining Commitment </h3><h2> Part 4: Managing Customer Relationships </h2><h3> Chapter 11: CRM in the Modern organisation </h3><h4> Appendix to Chapter 11 </h4><h3> Implementing customer contact programs </h3><h3> Chapter 12: Managing Relationships with Key Customers </h3><h3> Chapter 13: Negotiating with Customers </h3><h3> Chapter 14: Making Presentations to Customer Groups </h3><h2> Part 5: Extension Case Studies and Activities </h2>