This book is about customer relationship management, just not in the typical sense. Lets be honest. The people responsible for maintaining customer relationships in your company dont get along. Sales and service dont share the same goals; they dont coordinate work; they barely communicate. Is it any wonder customers come and go as if theyre moving through a revolving door?
The authors describe in practical, real world terms how to integrate (literally) a companys sales efforts with its service delivery. When sales and service work together to develop and maintain healthy relationships with customers, the company achieves greater profitability by improving customer acquisition, and building customer loyalty with a purpose: to generate repeat, recurring and referral sales. Это и многое другое вы найдете в книге From Cellmates to Soulmates Integrating Sales and Service (Mark W. Heisler, Suzanne Baldino Jones)