Customer Relationship Management Essentials

by John Gosney, Thomas P. Boehm

A companys e-business prospects are often derailed by poor customer support because companies dont understand the frantic pace of Internet time. Procurement, fulfillment, and post-sale support can be severely crippled by poor communication channels. Customer Relationship Management explains the circular relationship between suppliers, technology, and customers, which together provide the infrastructure for customer support in an e-business environment. This book is geared mainly toward managers of IT divisions and/or those directly involved in making hands-on, technical decisions about the use of e-commerce strategies for a business.

300 pages, Hardcover

First published October 26, 2000