December 2001
Intermediate to advanced
272 pages
7h 29m
English
book
Customer Relationship Management: The Bottom Line to Optimizing Your ROI
by Dr. Jon Anton, Dr. Natalie L. Petouhoff
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Preface
This book is one in a series of books on customer relationship management (CRM). Since the advent of Dr. Jon Anton's first book, CRM: Making Hard Decisions With Soft Numbers, in 1996, the field of CRM has exploded. With Dr. Anton's first insights about measuring what was thought to be a subjective area of business, customer satisfaction, his cus-tomer relationship management book made the business world stand up and take notice. The book literally coined the acronym CRM. Now everything in the field of customer contact centers and call centers, from soft-ware to hardware to processes to consulting firms to Web sites, is using the CRM acronym.
What's New in the Second Book on CRM
This next book in the Anton CRM series is about the changes ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.