Essentials of CRM

ESSENTIALS OF CRMFull of valuable tips, techniques, illustrative real-worldexamples, exhibits, and best practices, this handy and concisepaperback will help you stay up to date on the newest thinking,strategies, developments, and technologies in CRM.Once again, Bryan Bergeron proves that he is ahead of the curvewhen it comes to understanding the value of customer relationships.This remarkable book is geared not only toward corporate executiveswith mega-investments in CRM, but can also be successfully appliedto the street corner vendor. His articulate and sensitive stylebrings this highly involved subject matter to a level we can allunderstand.--Michael Cusack, author of Online Customer Care:Strategies for Call Center ExcellenceManaging relationships with customers has become a criticalorganizational competency. Bergeron has done a superb job ofpresenting the breadth, complexity, and nature of CRM. This bookprovides a fabulous and actionable grounding in CRM fororganizational leadership.--John Glaser, PhD, Vice President and CIO, PartnersHealthcare SystemThe Wiley Essentials Series-because the business world is alwayschanging...and so should you.