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Jim Novo

Jim Novo
The Drilling Down Project
Jim Novo is a customer analysis consultant with 2 years of experience. He was vice president of marketing at Home Shopping Network before starting his own consultancy in 1997. His book, Drilling Down: Turning Customer Data Into Profits With a Spreadsheet, teaches managers how to increase sales while lowering marketing costs.

A Simple Retention Program: Educate Your Contact Reps

Some people think of contact centers as the place where all the bad news flows into the business. Trouble calls, missing packages, defective products,...

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