The Customer Response Management Handbook: Building, Rebuilding and Improving Your Results

“The Customer Response Management Handbook” is your one-stop reference for building, rebuilding and improving all non face-to-face methodsDSC_1528 of communication management. By focusing especially on telephony-based media (phone, fax, email, e-commerce, wireless communications, VOIP, etc.), Darlene Richard presents a provocative selection of ideas to help you think through the ‘whys’ of successful customer response management, and demonstrates that this success will never rest only on the associated technology, but also on the associated people. Darlene D. Richard has over 20 years practical direct marketing, call centre and business development experience in Australia, NZ and the USA. She is the Managing Director of Call Centre Integrity Pty Ltd – a consultancy for review, troubleshooting and recommending improvements to telephony-based business.


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