| 000 -LEADER |
|---|
| fixed length control field |
01284nam a22002417a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
170915b xxu||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9788131217795 |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
English |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.87 WIL |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Wilson, Hugh |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
The multichannel challenge : |
| Remainder of title |
integrating customer experiences for profit / |
| Statement of responsibility, etc. |
Hugh Wilson; Rod Street; Lindsay Bruce |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc. |
Amsterdam : |
| Name of publisher, distributor, etc. |
Elsevier, |
| Date of publication, distribution, etc. |
2008. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xxii, 218 p. : |
| Other physical details |
col. ill. ; |
| Dimensions |
25 cm. |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Introduction; The case for change (1): treat different customers differently (Case study: IBM); The case for change (2): channel combining for wealth (Case study: BT Major Business); The case for priority: picking win-winners (Case study: Intelligent Finance); The case for investment: mind the gap (Case study: General Motors --<br/>two generations of multi-channel CRM); Executing channel change (Case studies: DVLA, First Direct); Multi-channel metrics: where's the customer gone? (Case study: Taylor Woodrow); Postlude: Future sense. |
| 600 ## - SUBJECT ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Street, Rod -- author |
| 600 ## - SUBJECT ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Bruce, Lindsay -- author |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Marketing channels. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Organizational effectiveness. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Kundenmanagement. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Marketing. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Books |
