Addressing the use of current technology in building customer loyalty such as call centers, web pages, and customer relationship management (CRM), this easily readable text explains how technology can enhance customer loyalty by exceeding expectations in small but significant ways. Techno-savvy readers will find this text provides a concise review of the mechanics and a liberal dose of application ideas. For those who are less familiar with technology, the material will teach basics needed to develop and sustain customer loyalty.

Review

"(This book includes a good survey of technology that will impact the industry and customer loyalty. It was well written and very well presented . . . . Easy to understand." Rick C. Farr, Ph.D., Utah Valley State College

"This book is informative―it contains lots of "to-do's" and "not-to-do's" . . . tips on how to do it right―not requiring huge technical knowledge-but how to make the right decisions or to evaluate decisions of others . . . ." ― Sherron Bienvenue, Ph.D., International Training Consultant

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