John McCaffrey

Ask the Right Question: How Do You Decide Who Owns the Technology?

John McCaffrey -
The question of who owns CRM is one that has been contemplated time and time again —with no definitive answer. Yet, it's a fact that any major CRM initiative will face serious difficulties if there is not clear ownership of the key elements of...

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Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

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