A Practical Guide to CRM

A Practical Guide to CRM Building More Profitable Customer Relationships

by Janice Reynolds

Copyright 2002 Janice Reynolds

All rights reserved under International and Pan-American Copyright conventions, including the right to reproduce this book or portions thereof in any form whatsoever.

Published by CMP Books
An Imprint of CMP Media Inc.
12 West 21 Street
New York, NY 10010

ISBN 1-57820-102-0

For individual orders, and for information on special discounts for quantity orders, please contact:

CMP Books
6600 Silacci Way
Gilroy, CA 95020
Tel: 800-500-6875 or 408-848-3854
Fax: 408-848-5784
Email:

Distributed to the book trade in the U.S. and Canada by
Publishers Group West
1700 Fourth St., Berkeley, CA 94710

Manufactured in the United States of America

Acknowledgments

My books are always somewhat of a collaborative efforts friends drag me away from my computer to remind me that life exists outside the publishing industry, my editor makes me sound intelligent and the CMP people (Christine Kern, Matt Kelsey and Lisa Giaquinto) offer me lots of encouragement.

I would especially like to thank Robbie Alterio, whose talented design and layout skills give the book a smart milieu.

Janice Reynolds is a writer, editor, speaker and consultant in information technology and Internet/Intranet. She started her own consulting firm in 1995 and has edited numerous technical books and led several e-commerce development teams. Ms. Reynolds has served as the "E-commerce and Internet Ventures Expert" on Allbusiness.com and the DSL expert on Speedcorp.net. She was one of the prime developers of the e-commerce portal, Town24.com. She is the author of the...

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