Ultimate Crm Handbook Strategies and Concepts for Building Enduring Customer Loyalty and Profitability

John G. Freeland is the managing partner of Accenture's Customer Relationship Management (CRM) service line and a member of the Accenture Executive Committee. As a respected thought leader in the area of CRM, he advises companies on creating profitable customer relationships and superior brand value and directs the worldwide growth and market leadership of Accenture's CRM business. In over two decades with Accenture, he has held a variety of leadership positions within the firm and has led the development of innovative CRM business strategies and new market-making opportunities across a host of diverse industries. These have included innovative cosourcing arrangements focused on dramatically improving the quality and cost structure of customer sales and service operations for Accenture clients.Freeland, John is the author of 'Ultimate Crm Handbook Strategies and Concepts for Building Enduring Customer Loyalty and Profitability', published 0015 under ISBN 9780071409353 and ISBN 0071409351.