Essentials of CRM: A Guide to Customer Relationship Management
Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback 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 curve
when it comes to understanding the value of customer relationships.
This remarkable book is geared not only toward corporate executives
with mega-investments in CRM, but can also be successfully applied
to the street corner vendor. His articulate and sensitive style
brings this highly involved subject matter to a level we can all
—Michael Cusack, author of Online Customer Care: Strategies for Call Center Excellence
"Managing relationships with customers has become a critical
organizational competency. Bergeron has done a superb job of
presenting the breadth, complexity, and nature of CRM. This book
provides a fabulous and actionable grounding in CRM for
—John Glaser, PhD, Vice President and CIO, Partners Healthcare System
The Wiley Essentials Series-because the business world is always changing...and so should you.
Economics of CRM.