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Customer Relationship Management: The Bottom Line to Optimizing Your ROI by Dr. Natalie L. Petouhoff, Dr. Jon Anton

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CRM and Service Levels ARE Business Critical!

Does the Egyptian plover (a rare bird) have service levels? The key job of this bird is to pick the teeth of crocodiles. That bird had better get it right. A misdirected peck into a decaying molar can mean the difference between getting dinner and being dinner! Business critical indeed.

—Mike Pettit, IT partner, Taylor Walton Solicitors

For CRM suppliers (internal and external), ASPs, code supporters, and others in the IT world who exist on promises of efficiency, reliability, and specialist knowledge, the financial price of failure can be every bit as terminal as for the croc's hygienist. Whether the people you depend on are internal or external suppliers, the game is the same, “Do what you said ...

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