Abstract
ABSTRACT The most important thing for a book vendor in managing customer relationships is successfully managing the company's own resources. Book vendors must be able to hire and train staff who understand the changing needs of libraries and who are able to influence the company's strategic direction and daily operation so that these needs are met. In recent years, book vendors have had to go beyond bookselling, and provide technical services to help libraries to become more efficient. This has required new levels of expertise from book vendors, who today work more closely with their customers then ever before.
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