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.