Please note that the content of this book primarily consists of articles available from Wikipedia or other free sources online. Pages: 43. Chapters: Help desk, Customer relationship management, Business Augmentation Services, Technical support, Incentive program, Outsourcing relationship management, Enterprise relationship management, Demand chain, Customer service, Customer experience, Sales process engineering, Speech analytics, Music on hold, Customer Data Integration, Customer dynamics, Saveology.com, Touchpoint, ClickTale, COPC Inc., Customer intelligence, Customer Feedback Management services, Customer service training, Customer experience systems, Brand community, Customer support, Catriona Campbell, SWIFTNet InterAct Store and Forward, Foviance, Customer Integrated System, Tealeaf, Customer insight, The International Customer Service Institute, Customer lifecycle management, Quality Assurance in Public Transport, Customer reference program, Facing, Relationship Management Application, Lead scoring, Customer involvement management, Attitudinal analytics, SWIFTNet InterAct Realtime, Customer experience transformation, National Asset Recovery Services, Customer experience analytics, House call, Customer intimacy, Service rate, Product support, Customer interaction management, Usability Sciences. Excerpt: Customer relationship management (CRM) is a widely-implemented strategy for managing a company's interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes-principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy including customer-interface department...