Sažetak:

The Executives Guide to Customer Relationship Management 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 ekploiting change into more effective ways to improve core business operations.

The fundamental premise of The Executives Guide to Customer Relationship Management is that the effective use of technology is the price of admission to the 21 st century.

The enterprise that uses yesterdays technologies for todays work, wont be in business tomorrow.