Description

The term CRM has, today, become synonymous with costly software applications that help a business manage customer information. But CRM is, at its heart, simply about improving the relationships you have with your customers.

This book is designed to offer an introduction to the intricacies of customer relationship management. While some of the software options are discussed, this course's emphasis is on the employee based process, not the software solutions. These concepts are important for virtually any manager or business owner.

This is the text for the online course "Introduction to CRM" available at http://www.the-wells-group.com/courses