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Client relationship management (CRM) results in great service to
the client, but it is so much more than service with a smile.
Recognizing that CRM needs to be embedded throughout all levels of
an organization, Bill Howatt and Tyler Hayden, an international
expert in developing teams and customer service, created an
easy-to-use and relevant model (the H&H CRM Model). This model
focuses on the two pillars of CRM: relationship building and client
service. Neither can independently ensure client satisfaction.
Together, they offer a sustainable means of providing CRM
excellence. After reading this book you will understand the roles
of clients, companies, and caretakers in relationship building ABCs
(attitudes, behaviours, and consequences) of client service.
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