3. Call Centres can be a sound strategic asset for an organization, because they can strengthen customer relationships, and enable an organization to learn more about it customers, to serve them better.
4. As distance delivery Universities become more competitive, they are adopting a student-as-customer strategy.
13. References Anderson, T., & ebrary, I. (2008). The theory and practice of online learning (2nd ed.). Edmonton: AU Press. Retrieved from http://site.ebrary.com/lib/matsu/Doc?id=10290419