A practical guide to CRM : building more profitable customer relationships

In today's global economy, the customer has more and better choices than ever before, bringing on one of the biggest challenges the business community faces today - customer loyalty and retention.

This book explores how to use CRM to integrate all channels and media of customer contact from the Internet through field sales into one system, and how to link CRM tools with sales partners both up and down the supply chain.

The emphasis is on knowing the customers and focusing on their needs, in order to better deploy resources and achieve lower costs, higher revenue, and increased customer loyalty.