Title: A treasure trove of best practices
Product review: Successful customer relationship management isn't quite as simple as ordering the right hardware and software. As Tony Cram so brightly notes, the best practitioners of CRM are the ones that have mastered the complexities of treating customers as friends.Employees are the linchpins in building those relationships. Employees' consistent, reliable treatment of customers is what really matters in building long-term, lucrative relationships. The book underscores that point with an array of examples from business-to-business and consumer marketers.The suggested exercises at the end of each chapter invite readers to apply these valuable lessons to their own business.
Would you say this review depicts the product in a flattering or unflattering light?
