Customer relationship management put into perspective, and into use.
12/23/2002
Freeland approaches the topic through discussions of CRM concepts, lessons learned, and advice from CRM practitioners. What makes the handbook unique is that each chapter is written by an Accenture professional who has specialized in a particular area of CRM. So while it can be read from cover to cover, readers can also refer to it when they are dealing with specific issues, such as optimizing ROI, or partner relationship management. Chapters are practical and concise, and set instruction for making your CRM implementation sensible and profitable.