Customer Relationship Management Technology: Building the Infrastructure for Customer Collaboration – by Dr. Jon Anton and Bob Vilsoet


From our research on the American consumer, it has become very clear that potentially the best customer service strategy is “to offer every possible channel for the customer to help themselves, i.e., self-service.” Customer actuated service is mostly driven by technology, and the “art” of self-service is to ensure that the technology is intuitive, easy to use, and that the customer is rewarded for “having done the job themselves.” This book delves into all the technology solutions that enable self-service. The reader will find a robust description of the technology alternatives, and many examples of how self-service is saving companies money, while at the same time satisfying customers.


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.


“Everyone should keep a copy of this book on their desks!” — James Steinmetz, SBC Global Services, Inc.

“The authors truly understand the looming tribulations of implementing CRM or contact center technology.” — John Cognata, President, Softel Communications, Inc.

“This is a book that I’ll recommend to all of my C-Level contact center company executives.” — Andy Zazzera, Contact Center Practice Director, ZAMBA SOLUTIONS

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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