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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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About the Authors

Dr. Jon Anton (also known as “Dr. Jon”) is the director of benchmark research at Purdue University's Center for Customer-Driven Quality. He specializes in enhancing customer service strategy through inbound call centers, and e-business centers, using the latest in telecommunications (voice), and computer (digital) technology. He also focuses on using the Internet for external customer access, as well as intranets and middleware.

For the past six years, Dr. Jon has been the principal investigator of the annual Purdue University Call Center Benchmark Research Report. This data is now collected at the BenchmarkPortal.com Web site, ...

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