Coordinated Customer Service
作者：Dennis McDonald
1. Planning
1.1. Plan New Service?
1.2. Supplement Existing Service?
2. Managing
2.1. Processes
2.2. Technology
3. Evaluating
3.1. Cost
3.2. Satisfaction
3.3. Revenue
4. Coordinating
4.1. Tightly Coupled?
4.2. Loosely Coupled?
4.3. Independent?
