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Customer Relationship Management Technology

Author: Dr. Jon Anton and Bob Vilsoet

Research on the American consumer, has shown very clearly that potentially the best customer service strategy is "to offer every possible channel for the customer to help themselves, i.e., self-service."

Customer actuated service is mostly driven by technology, and the "art" of self-service is to ensure that the technology is intuitive, easy to use, and that the customer is rewarded for "having done the job themselves."

This book delves into all the technology solutions that enable self-service. The reader will find a robust description of the technology alternatives, and many examples of how self-service is saving companies money, while at the same time satisfying customers.

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