The Executive's Guide to Customer Relationship Management, Second Edition

THE BLISTERING PACE OF CHANGE ARE YOU PREPARED?

Customer service chain executives are rapidly evolving as managers with a custodial duty and fiduciary responsibility for the information rich stream of impressions, preferences, and needs of your customers as relationships evolve over time. The most critical moment in the flow of that stream takes place at the interface between your enterprise and your customer -- the call center.

This book identifies and analyzes the implications of key shifts in communication technology and call center application processes, then proposes strategic and practical perspectives to those who are responsible for adapting, transitioning, and exploiting change into more effective ways to improve core business operations.

A fundamental premise is that the effective use of technology is the price of admission to the 21st century. The enterprise that uses yesterday's technolofgies for today's work, won't be in business tomorrow.