The Executive's Guide to Customer Relationship Management, Second Edition

THE BLISTERING PACE OF CHANGE ARE YOU PREPARED?

Customer service chain executives are rapidly evolving as managers with a custodial duty and fiduciary responsibility for the information rich stream of impressions, preferences, and needs of your customers as relationships evolve over time. The most critical moment in the flow of that stream takes place at the interface between your enterprise and your customer -- the call center.

This book identifies and analyzes the implications of key shifts in communication technology and call center application processes, then proposes strategic and practical perspectives to those who are responsible for adapting, transitioning, and exploiting change into more effective ways to improve core business operations.

A fundamental premise is that the effective use of technology is the price of admission to the 21st century. The enterprise that uses yesterday's technolofgies for today's work, won't be in business tomorrow.

Paul Anderson is a Houston, Texas based writer, author and consultant who writes about and works with clients to develop strategies that take advantage of new communication technologies in this emerging age of access and information. In addition to consulting with industry leaders, Mr. Anderson has written and authored numerous reports, white papers and articles and has participated in many conferences on the technologies of customer relationships. Mr. Anderson is the author of the best selling book; A Call From the 21st Century, The Technology of Customer Contact, currently going into a second printing. Paul can be reached at (713) 937-4125 or paulvanderson@cs.com.

Art Rosenberg is from Santa Monica, CA and is a product/market planning expert, writer, and application consultant for call center and messaging technologies, having been involved in the development of the earliest attempts to automate call center operations in the late 70s with Delphi Communications Corp. Many of the new innovations being trumpeted by the industry were implemented for Delphi's call center services using their pioneering integrated multimedia system, including skills-based routing, screen pops, multilevel desktop application displays, voice and text messaging, fax response, blended inbound/outbound call handling and others. Art consults and writes on a variety of customer technology issues and can be reached at (310) 395-2360 or artr@ix.netcom.com.

Both Art and Paul have contributed numerous articles on leading edge call center technologies and applications to such publications as Business Communications Review, Voice Processing Magazine, Telephony, CommunicationAge, InterFace, TeleProfessional, Call Center Magazine and others. Both have extensive portfolios consisting of white papers, research reports, and conference participation presentations for such technology information providers as Gartner Group/DataPro and Probe Research.