Customer Obsession: Your Roadmap to Profitable CRM – by Dr. Jon Anton and Ad Nederlof


Finally, here is a book that covers the complete “journey” of CRM implementation. Ad Nederlof and Dr. Jon Anton have done the near impossible: to position CRM in such a way that it makes practical sense to C-level executives. Beginning with the title of the book, “Customer Obsession,” on through the last chapter, this book positions CRM for what it really is, namely, a complete change in corporate strategy, from the top down, that brings the customer into focus.


Delivery of All Books

All books ordered will be sent to the client via email with a link to the e-book, and a password to download a copy.


“Customer Obsession is a clear roadmap for implementing an effective CRM strategy that delivers bottom-line results.” — Bill Grabe, Partner General Atlantic Partners

“CRM is the new craze at companies large and small. Everyone wants to better manage their valuable customer relationships.” — Colleen Kifner, Franklin Consulting Group

“Finally, a book dedicated to interpreting the “hype’ about CRM to the reality of CRM.” — Anita Rockwell, Manager of CRM Business Intelligence, The Rockwell Group, LLP

“I am convinced that executives, as well as customer service managers, will be inspired by this book.” — Martin Karlsson, President, Channel Integration and CTI, Nordea AB

“Excellent book. Either if you are a IT professional or a CSR for a Contact Center. If you have interest in the Genesys platform, this book gives you some clues.” — Carlos Gonzales, Monterrey, NL, Mexico

Meet The Authors

Dr. Jon Anton

Dr. Jon Anton was an adjunct professor at Purdue University and director of benchmark research at the Center for Customer-Driven Quality. He published many books, white papers and case studies on contact center topics and was a pioneer in research of best practices in the customer contact sector.

He started the benchmarking database which is now managed by BenchmarkPortal. During his career in our industry, Dr. Jon authored the following monthly publications: “The Purdue Page” in Call Center Magazine, “Dr. Jon’s Benchmarks” in Call Center News, “Dr. Jon’s Industry Statistics” in Customer Interface Magazine, and “Dr. Jon’s Business Intelligence” in the Call Center Manager’s Report.

In August of 1996, Call Center Magazine honored Dr. Jon by selecting him as an Original Pioneer of the emerging call center industry. In October of 2000, Dr. Jon was named to the Call Center Hall of Fame. In January of 2001, Dr. Jon was selected for the industry’s “Leaders and Legends” Award by Help Desk 2000.

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Ad Nederlof

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