This is the fast track route to developing world customer relationships. It covers all the key techniques for successful customer relationship management, from developing profitable customer relationships to integrated sales management systems and from e-marketing to pricing. It includes examples and lessons from some of the world’s most successful businesses, including Cisco and EclipsysEMC, and ideas from the smartest thinkers, including Don Peppers, Thomas Siebel and Patricia Seybold. It also includes a glossary of key concepts and a comprehensive resources guide.