The CRM Handbook: A Business Guide to Customer Relationship Management

Acknowledgments

A business writer, trying to consolidate and make sense of the varied disciplines that comprise the intricate apparatus of even the simplest new technology trend, incurs many debts. I am grateful to those who have contributed to this book and proud to acknowledge their help.

Thanks first and foremost to the subjects of my case studies, and to those who guided me to them: Beth Leonard of Verizon Communications; Monica Tyson of Harrah’s Entertainment; Harry Egler of Eddie Bauer; Kari Opdal of Union Bank of Norway; Regina Wallace of Juniper Bank; and Mike Overly and Ed Magin from Hewlett Packard. These people had the generosity and authority to say yes. Thanks too go to Bill Prentice and Nelle Schantz of SAS; Kim Stanick and Carrie ...