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-- 4. Sales knowledge -- 5. Managing yourself and your time -- 6. Prospecting -- 7. Planning the sales

Perspectives: Customer Service, Call Centers, Caring Professionals -- 6.The Customer Experience of Emotional

ownership -- 6. The internal customer -- 7. Training and development for customer service -- 8

-- 5. Survey objectives -- 6. Understanding customer behavior -- 7. Exploratory research -- 8. Sampling

Table 6.3 Contact potential Table 6.4 Customer contact plan Table 6.5 Penetration analysis Table 10.1

principles -- 4. The enablers -- 5. Sensory experiences -- 6. Naive orientation -- 7. Transactional

choice 5--what kind of relationships do we seek? -- Critical choice 6--how do we change our organization

strategy -- 5. Reports from contemporary business -- Pt. III. Research design and methodology -- 6. In

, Distributors) -- Ch. 6. Intermediaries (Brokers, Agents) -- Sect. III. Collaborative Business Processes -- Ch