A Practical Guide to CRM: Building More Profitable Customer Relationships

In the global economy, the customer has more and better choices than ever before, bringing on one of the biggest challenges the business community faces today - customer loyalty and retention. This book explores how to use CRM to integrate various channels and media of customer contact from the Internet through field sales into one system.

Janice Reynolds is a writer, editor, speaker, and consultant in information technology and the Internet/intranet. Prior to starting her own consulting firm in 1995, Ms. Reynolds was the litigation manager of a large New York City law firm. She is the author of The Complete E-Commerce Book . She has edited numerous technical books and led several e-commerce development teams. Ms. Reynolds provides advice to numerous budding entrepreneurs as the 'E-commerce Expert' on Allbusiness.com. She also consults with established companies concerning their technical needs.