Customer Relationship Management Technology, by Dr. Jon Anton and Bob Vilsoet, softcover, 234 pages, 2002, $39.99

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Read about customer relationship management, CRM technology, automation, and software selection
Overview

This book is a CRM technology buyer's guide to the various ingredients that go together to make up a CRM center.  You can think of this book as the encyclopedia for technology purchases.  The goal is to simplify, for everyone on the team, the technology-buying experience.

This is the one book your whole team will want by their side as they discuss, over the next several months, what they want to buy.  It is especially a great tool to help the very experienced professional translate to those who are new to technology buying, what the pieces of technology are and why one would want to include each one.  This book allows everyone to gain parity in their knowledge about technology implementations.

This book is especially functional for C-level executives(CEO, CFO, COO, etc.) who want a CRM center, but also want a more detailed explanation of what the CIO and the technology team is proposing. 

Table of Contents

  1. Making Technology Easy
  2. Automatic Call Distribution
  3. Interactive Voice Response Units
  4. Advanced Speech Recognition
  5. Voice of Internet Protocol
  6. Predictive Dialers
  7. Computer Telephony Integration
  8. The Call, the Web, and the Internet
  9. CRM Software
  10. Technical Issues
  11. Contracts and Pricing
  12. Technology Implementation Methodology
  13. Benchmarking CRM Performance for Best Practices
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Last modified January 9, 2012