This Book is a great amalgamation of Business and Information Technology. The Customer Service domain is a vital one, determining the future of an organization, as well as the results in Customer Satisfaction and Customer Retention. Measures are taken to engage the customers and all their interaction points to offer a uniform experience across locations. Information Technology plays a vivacious role to enable this business process. This book helps to take the next leap by fusing the Internet of Things with the business process to achieve EXCELLENCE in CUSTOMER SERVICE PROCESS...Indeed a Must Read...

About the Author

Samir Yerpude has various research publications on IoT, CRM and Business Analytics. Masters in Operations & Mechanical Engineer by Profession, has a National Award (IT) to his credit.Dr Tarun Kumar Singhal, Professor (IT Management), Symbiosis Institute of Telecom Management. Has numerous research publications on Social Media, IT & IoT.

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