Is Customer Relationship Management (CRM) an obsolete concept? As
technology and cultural changes continue to influence our customer
strategies, the terms and methods we use to define them are also
changing. Is CRM still relevant as we address the need for customer
engagement innovation and the customer experience? What role does
customer relationship management play? How does it support the
initiatives that drive customers to buy, return, and recommend your
products and services to others? And how do you ensure that
everyone in your company is working together towards the goal of
building customer relationships through meaningful interactions
that make the customer feel rewarded for doing business with you?
Speaking Frankly About Customer Relationship Management is a timely
collaboration resource for customer relationship strategy success.
It proposes that Customer Relationship Management achievement comes
from honest and transparent conversations about CRM strategy and
technology. Filled with practical and actionable guidance, the book
reminds us of the important collaboration principals that drive
customer relationship-building, engagement and experience. Sharing
from over 20 years of experience designing and implementing
customer strategies and technology solutions, innovation strategist
JC Quintana compels us to speak frankly about our business
relationships and the interactions that lead to trust and heartfelt
service.
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