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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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Managing the Quality Process of Customer Service: The Schwartz-Petouhoff Measure, Market, and Manage Service Model (SP3M™)

In this book we are introducing a new methodology called the SP3M Service Model, to measure, market, and manage. The SP3M Service Model is a step-by-step process that can be followed by those chartered within your organization to ensure that your CRM data warehouse becomes your company's gold mine.

The model introduces, from tactical and practical experience, a three-part process that has produced exceptional service and produced measurable positive improvements to the bottom line in companies that have followed it. SP3M is one of the most comprehensive approaches to effectively implementing service level agreements in the ...

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