This comprehensive guide to Customer Relationship Management (CRM) draws on Barton Goldenbergs 20 plus years of experience guiding firms to a successful impleme

Social CRM is already enabling innovative companies to engage customers through powerfully effective two-way dialogues, and to build customer-centric strategies

"The Real-Time Contact Center" is a practical guide to building a service infrastructure that will simultaneously exceed customers' expectations and build reven

Companies looking for a competitive edge must convert their reactive, cost-laden contact programs into proactive, revenue-generating, "real-time" contact centre

Launch effective real-time communications to win in today's always-on world Gone are the days when you could plan out your marketing and public relations progra