The origin of Customer Relationship Management (CRM)
Dr. Jon Anton is widely credited with originating the term "Customer Relationship Management" (CRM). He is a leading authority in the industry and has assisted over 400 leading companies, across more than 25 key market sectors in improving their customer service strategy/delivery.
Dr. Jon has developed techniques for calculating the ROI for customer service initiatives, with more than 75 published papers on customer service and call center methods in industry journals. In 1997, one of his papers on self-service was awarded the best article of the year by Customer Relationship Management Magazine.
Dr. Jon is the editor for a series of professional books entitled Customer Access Management, published by the Purdue University Press. In total, Dr. Jon has published thirteen professional books
Dr. Jon's formal education was in technology, including a Doctorate of Science and a Master of Science from Harvard University, a Master of Science from the University of Connecticut, and a Bachelor of Science from the University of Notre Dame. He also completed a three-summer intensive Executive Education program in Business at the Graduate School of Business at Stanford University.
CRM books by Dr. Jon Anton
Dr. Jon has developed techniques for calculating the ROI for customer service initiatives, with more than 75 published papers on customer service and call center methods in industry journals. In 1997, one of his papers on self-service was awarded the best article of the year by Customer Relationship Management Magazine.
Dr. Jon is the editor for a series of professional books entitled Customer Access Management, published by the Purdue University Press. In total, Dr. Jon has published thirteen professional books
Dr. Jon's formal education was in technology, including a Doctorate of Science and a Master of Science from Harvard University, a Master of Science from the University of Connecticut, and a Bachelor of Science from the University of Notre Dame. He also completed a three-summer intensive Executive Education program in Business at the Graduate School of Business at Stanford University.
CRM books by Dr. Jon Anton
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