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| Inside the Minds: Profitable Customer Relationships - CEOs from Reynolds & Reynolds, Harte-Hankes, Aspect & More on the Keys to Customer Relationship Management (CRM), Maximizing Acquisition, Retention & Loyalty | | | Author: | Richard Brock | | ISBN: | 1587621460 | | Format: | Handover | | Publish Date: | June, 2005 | | |  |  |  | | | | | | | Book Review | | | |
Book Description
Inside the Minds: Profitable Customer Relationships is the most authoritative book ever written on the essentials behind successful Customer Relationship Management. This title features Chairmen, Presidents, and CEOs from some of the nation's top CRM companies, who have each contributed chapters akin to objective, experience-related white papers or essays on the unique challenges they face in their field. In an over-arching as well as in-depth presentation of the fundamentals, authors articulate the unspoken rules and the important issues facing the CRM business today, and what will hold true into the future. From examining the fundamental role of the switchboard operator and direct marketing specialist, to evaluating changes industry-wide and addressing the need for risk-taking, this book pulls readers through all facets of Customer Relationship Management, from top to bottom. The different niches presented and the various perspectives illustrated enable readers to get inside the industry's great minds and gain valuable insights into the business, as the experts go back to basics in a must-read for anyone interested in building successful relationships with customers.
From the Publisher
This book is written by: Lloyd G. "Buzz" Waterhouse - Chairman, President & CEO, The Reynolds & Reynolds Company - How to Make Every Customer a Repeat Customer Monte Zweben - Founder & CEO, Blue Martini Software - It's Time For Intelligent Selling Systems Jeffrey Rodek - Chairman & CEO, Hyperion Solutions Corporation - Finding the Right Fit Richard Brock - Chairman & CEO, Firstwave Technologies, Inc. - Starting From Scratch Gregory J. Hanson - CEO, Bullhorn, Inc. - The Profitable Ecosystem of Customer Relationships Michael Silton - CEO, Rainmaker Systems - The Key to Profitable Relationships Beatriz V. Infante - Chairmain, CEO & President, Aspect Communications - Customer Focus Kenneth D. Tuchman - Chairman & CEO, TeleTech Holdings, Inc. - Creating an Emotive Attachment Sanjay Kumar - Founder & CEO, vCustomer - The Service Side of CRM Jeffrey W. Dunn - President & CEO, Active Decisions, Inc. - You Learn Everything in the Field Richard Hochhauser - President & CEO, Harte-Hanks, Inc. - Relationship Management Charles D. Morgan - Company Leader, Acxiom Corporation - Developing Successful Customer Relationships William Van Symons - President & COO C2CRM Division, Clear Technologies, Inc. - Building Profitable Customer Relationships for Business Success
About the Author
Richard Brock, Chairman & CEO, Firstwave Technologies, Inc.; Gregory J. Hanson, CEO, Bullhorn, Inc.; Michael Silton, CEO, Rainmaker Systems; Beatriz V. Infante, Chairman, CEO & President, Aspect Communications; Kenneth D. Tuchman, Chairman & CEO, TeleTech Holdings, Inc.; Monte Zweben, Founder & CEO, Blue Martini Software; Sanjay Kumar, Founder & CEO, vCustomer; Jeffrey W. Dunn, President & CEO, Active Decisions, Inc.; Richard Hochhauser, President & CEO, Harte-Hanks, Inc., Charles D. Morgan, Company Leader, Acxiom Corporation; Jeffrey Rodek, Chairman & CEO, Hyperion Solutions Corporation; Lloyd G. "Buzz" Waterhouse, Chairman, President & CEO, The Reynolds & Reynolds Company; William Van Symons, President & COO C2CRM Division, Clear Technologies, Inc.; and Aspatore Books Staff.
Inside the Minds: Profitable Customer Relationships - CEOs from Reynolds & Reynolds, Harte-Hankes, Aspect & More on the Keys to Customer Relationship Management (CRM), Maximizing Acquisition, Retention & Loyalty FROM THE PUBLISHER Inside the Minds: Profitable Customer Relationships is the most authoritative book ever written on the essentials behind successful Customer Relationship Management. This title features Chairmen, Presidents, and CEOs from some of the nation's top CRM companies, who have each contributed chapters akin to objective, experience-related white papers or essays on the unique challenges they face in their field. In an over-arching as well as in-depth presentation of the fundamentals, authors articulate the unspoken rules and the important issues facing the CRM business today, and what will hold true into the future. From examining the fundamental role of the switchboard operator and direct marketing specialist, to evaluating changes industry-wide and addressing the need for risk-taking, this book pulls readers through all facets of Customer Relationship Management, from top to bottom. The different niches presented and the various perspectives illustrated enable readers to get inside the industry's great minds and gain valuable insights into the business, as the experts go back to basics in a must-read for anyone interested in building successful relationships with customers.
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