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Is Customer Relationship Management (CRM) an obsolete concept? As technology and cultural changes continue to influence our customer strategies, the terms and methods we use to define them are also changing. Is CRM still relevant as we address the need for customer engagement innovation and the customer experience? What role does customer relationship management play? How does it support the initiatives that drive customers to buy, return, and recommend your products and services to others? And how do you ensure that everyone in your company is working together towards the goal of building customer relationships through meaningful interactions that make the customer feel rewarded for doing business with you? Speaking Frankly About Customer Relationship Management is a timely collaboration resource for customer relationship strategy success. It proposes that Customer Relationship Management achievement comes from honest and transparent conversations about CRM strategy and technology. Filled with practical and actionable guidance, the book reminds us of the important collaboration principals that drive customer relationship-building, engagement and experience. Sharing from over 20 years of experience designing and implementing customer strategies and technology solutions, innovation strategist JC Quintana compels us to speak frankly about our business relationships and the interactions that lead to trust and heartfelt service.
