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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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Foreword

In 1996, Prentice Hall published Dr. Jon Anton's book entitled Customer Relationship Management. This was the first book on customer relationship management (CRM), and it literally launched a new business revolution, and a completely new industry of vendors providing CRM solutions to companies worldwide.

Over the past 5 years, thousands of companies have begun the corporate journey to become more “customer centric” by adding CRM solutions to their internal infrastructure thereby hoping to get better connected to their customers. During these past 5 years, we have learned a great deal about what CRM is, and what it is not.

Now, Dr. Jon Anton (a.k.a. “Dr. Jon”) has written another book in these series entitled Customer Relationship Management: ...

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