Product Description: Finally, here is a book that covers the complete "journey" of CRM implementation. Ad Nederlof and Dr. Jon Anton have done the near impossible: to position CRM in such a way that it makes practical sense to C-level executives. Beginning with the title of the book, "Customer Obsession," on through the last chapter, this book positions CRM for what it really is, namely, a complete change in corporate strategy, from the top down, that brings the customer into focus...read more

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Product Description: Executives are beginning to recognize the potential of the call center as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. Return on investments made in customer accessibility is seldom less than 100% in the first year, and frequently even more if customer lifetime value is included in the equation...read more (view table of contents, read Amazon.com's description)

Product Description: A customer access center that is accessible anytime, anywhere, in any form, and for free is emerging as critical to global business strategy. The authors provide insight into trends in the call center and simulation software industries and their interface; present a case for using simulation in call-center analysis; detail the technology infrastructure; and offer seven case studies (e...read more (view table of contents, read Amazon.com's description)

Product Description: Listening to the Voice of the Customer is the only how-to manual that takes you step-by-step through the design, implementation and analysis of a customer satisfaction measurement program. In it youÂ’ll learn: How to develop a customer satisfaction measurement program that provides the information you need to increase customer retention and profits...read more (view table of contents, read Amazon.com's description)

Product Description: Now in its third edition, this text focuses on how to develop customer information systems. (view table of contents, read Amazon.com's description)

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