Description
Goldenberg has spent more than 20 years as a customer relationship management (CRM) consultant, and this volume is a vital and practical summary of his developments in the field. Designed as a guide for management executives looking to improve customer service in their company, CRM in Real Time outlines how staffing, training and technology can instill loyalty and satisfaction around the clock, which is necessary in today's global and web-based service industry. Annotation ©2008 Book News, Inc., Portland, OR (booknews.com)
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Based on more than 20 years of experience, this all-inclusive guide shows how to successfully implement Customer Relationship Management (CRM), the largest global software application today in terms of revenue. Combining helpful tips and techniques with a unique blueprint, this study illuminates the myriad issues that are critical to using people, process, and technology to achieve a superior level of customer satisfaction and loyalty. From structuring a team and adjusting operations to addressing data integrity and security concerns, CRM users and their respective firms will learn to adapt to emerging marketplace demands, key technology innovations, and the wireless world. Tackling real-time issues from different angles, this handy reference also includes a collection of appendices offering examples of the sales process, software solutions, service providers, and a glossary of terms.
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