Preface
This book is one in a series of books on customer relationship management (CRM). Since the advent of Dr. Jon Anton's first book, CRM: Making Hard Decisions With Soft Numbers, in 1996, the field of CRM has exploded. With Dr. Anton's first insights about measuring what was thought to be a subjective area of business, customer satisfaction, his cus-tomer relationship management book made the business world stand up and take notice. The book literally coined the acronym CRM. Now everything in the field of customer contact centers and call centers, from soft-ware to hardware to processes to consulting firms to Web sites, is using the CRM acronym.
What's New in the Second Book on CRM
This next book in the Anton CRM series is about the changes ...
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