Tricia Vio, Asst. Site Editor, SearchCRM
Title: Customers.com
Author: Patricia Seybold, Ronni T. Marshak
Publisher: Crown Business, 1998
A successful e-commerce strategy involves not only the careful selection of technology but a
well-planned customer relationship management strategy as well. Few people are more qualified to
advise on this topic than Patricia Seybold, the founder and CEO of the Patricia Seybold Group, a
Boston-based e-business and technology consulting firm.
This Wall Street Journal best seller provides practical solutions to some of today's toughest
customer care problems. You'll find dozens of examples of CRM implementations and e-commerce best
practices from companies such as Hertz, Wells Fargo, Dell Computer, General Motors, and others.
You?ll also learn a great deal about marketing, business processes, technology and, of course,
customers.
Seybold's extensive knowledge and experience in the field combined with her engaging writing style
makes this a book not to be missed. You may purchase this book at
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http://www.psgroup.com/book/Overview.html This was first published in January 2002