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Business Relationships – Development and Maintenance
Confederation College Entrepreneurship Series
HOW THIS BOOK WILL HELP YOU
The success of any business hinges on the effective management of three critical categories of business relationships. These are a firm’s relationships with its customers, with its employees, and with the individuals and organizations that supply it with essential goods and services.
This book outlines the nature and role of each type of relationship, and identifies a variety of best practices and operating tools to be employed in the successful development and maintenance of these relationships.
AUTHORS
Graham Clayton (Ph.D Cand.) is an economist, former small business owner and educator with an extensive background in the design and teaching of post-secondary business programs both at Confederation College and in the USA, Caribbean and Ukraine. He has held a number of management positions at Confederation including Director, Centre of Entrepreneurship for the Northwest, and Director, Institute for Global Entrepreneurship and Electronic Commerce.
Mitchell Wilkie (M.I.M.) is currently Vice-President of TRAK Canada in Burlington, Ontario. He is an engineer and international business specialist who worked on a variety of domestic and international entrepreneurship projects for the Northwest Enterprise Centre at Confederation College. Mr. Wilkie also taught some courses in international business and management during his five-year tenure at the College.
CONTENTS
SECTION 1: Introduction SECTION 2: Customer Relations SECTION 2A: Customer Expectations SECTION 2B: Managing the Customer Relations Process SECTION 2C: Training Specifics SECTION 3: Employee Relations SECTION 4: Business-to-Business
Business Relationships – Development and Maintenance Confederation College Entrepreneurship Series, 78 pages, ISBN: 978-1-55270-093-8, softcover, published in 2002; Canadian $19.95. 
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