Authored The Relational Enterprise: Moving beyond CRM to maximize ALL your business relationships (AMACOM).
Determined call center profit targets and created sales training for a soft drink bottler.
Wrote “Relational Enterprises” for Sales & Marketing Excellence, May 2002, pg. 13.
Wrote “Second Generation Definition of 360-Degree View” for CRM Magazine, July 2002, pp. 42-45.
Helped PeopleSoft assimilate Vantive with CRM becoming the leading product line: