Customer Relationship Management: A Strategic Imperative in the World of e-Business

"This book is not an academic exercise in the concept of CRM, rather, it is a hands on, 'live' account of how to apply CRM to increase revenues. It highlights the need for development, segmentation and differentiation of channels, products and communication, ...capabilities required to create a sustainable, profitable and invincible customer relationship."
— Gunnar Brock, President and CEO, Tetra Pak International

"Customer Relationship Management provides a customer-focused business strategy designed to optimize profitability, revenue, and customer satisfaction across all interaction channels. It highlights why a web strategy must now be additive to the existing CRM strategy to create a 'longitudinal view' of the organization that is more engaging to the customer and results in a more satisfying relationship."
— Michael Maoz, Research Director, CRM Practice, Sales Leadership Strategies, GartnerGroup

"This book is must reading for companies that want to be more competitive. It provides businesses with thought-provoking solutions to consider in their quest for superior results."
— J.A. Sinex, III, Manager, Customer Care Services Center, Global Services Business, DuPont Company

"Customer Relationship Management provides a structure for those wanting to create optimal relationships with their strategic customers. It provides an important e-business perspective and a practitioner's guide to lessons learned."
— Larry Flynn, Vice President Merchandising, LCBO

"Customer Relationship Management provides the reader with an impressive array of specific examples and best practices that illustrate a step-by-step approach to customer care. It provides practical advice and guidance to move an organization along the CRM journey."
— Steve Hoisington, Vice President Quality, Johnson Controls, Inc.