Acknowledgments
I would like to thank all of the wonderful customers who have provided an enormous amount of support and data over the years to make CRM and Customer Contact Center benchmarking possible. I am especially thankful to Purdue University and to Richard Feinberg for his support as well as the whole staff at Benchmarkportal.com, including Dr. Nat, for their support and tremendous work.
Dr. Jon Anton
I would like to first thank my co-author, Dr. Jon, for believing in me enough to ask me to co-author a book with him. I have so much respect for the thoughtful leadership he has brought to the field of CRM and customer service and I am proud to be a part of his world.
Many thanks to the experts who gave their time to provide us with more insights ...
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