Bryan Bergeron

ESSENTIALS OF CRM Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM. "Once again, Bryan Bergeron proves that he is ahead of the curve when it comes to understanding the value of customer relationships. This remarkable book is geared not only toward corporate executives with mega-investments in CRM, but can also be successfully applied to the street corner vendor. His articulate and sensitive style brings this highly involved subject matter to a level we can all understand." —Michael Cusack, author of Online Customer Care: Strategies for Call Center Excellence "Managing relationships with customers has become a critical organizational competency. Bergeron has done a superb job of presenting the breadth, complexity, and nature of CRM. This book provides a fabulous and actionable grounding in CRM for organizational leadership." —John Glaser, PhD, Vice President and CIO, Partners Healthcare System The Wiley Essentials Series-because the business world is always changing...and so should you.

A Guide to Customer Relationship Management

Essentials of CRM

Ray Kurzweil

How Emotionally Intelligent Interfaces Can Create Long-Lasting Customer Relationship

The Eternal E-Customer

Bryan P. Bergeron

Progress in the field of genetics is moving faster and demonstrating accomplishments unlike ever before. Genes marking for specific diseases and methods in gene therapy are evolving rapidly and being incorporated into daily patient care. Ethical issues are under constant debate by politicians, journalists, and laymen. All health care providers need to stay informed on the research, the applicability to patient management, and the moral issues involved. Case Studies in Genes and Disease tackles all these issues for those who need it most: busy clinicians who daily see patients needing to know how advances in genetic research and therapy affect their health. Written for practitioners who are not geneticists, it does not presume an expert's familiarity with the subject. From fundamentals to specific diseases to "the dark side" of genetics, Case Studies in Genes and Disease will educate, intrigue, and astound you.

A Primer for Clinicians

Case Studies in Genes and Disease

Paul Chan

"The biotech industry is a complex, rapidly evolving, and criticalindustry. The industry holds great commercial and societal promise,but it is also filled with hype, confusion, and risks. Bergeron andChan do a remarkable job of providing a sweeping insightful, andprobing assessment of the current state and likely evolution ofthis global industry. This book is essential reading for theexecutive who desires a thorough understanding of this business andits potential."--John P. Glasser, Vice President and ChiefInformation Offers, Partners Healthcare System, Inc. "Bergeron and Chan have done a marvelous job integrating manydifferent perspectives to give the reader a coherent road map ofthe biotech industry for the next decade. This powerful book isanchored by numerous relevant examples that create a frameworkwhich any life sciences professional needs to understand. Ofparticular note is the compelling assessment of the IT industry andits impact on the life sciences as these industriesconverge."--Michael A. Greeley, Managing General Partner, IDGVentures. An in-depth examination of the growth and financing of thebiotechnology industry worldwide Biotech Industry: A Global, Economic, and Financing Overviewprovides a thorough look at the current state of the biotechnologyindustry, including where major research is being conducted, whereit's being applied, and where money and intellectual capital areflowing. Written by a renowned business columnist and an entrepreneurialscientist in the biotech area, this unique book gives Eos and othersenior-level managers an understanding of Asia's pivotal role inthe worldwide success of biotechnology commercialization, as wellas insight into the biotech market over the next decade.

A Global, Economic, and Financing Overview

Biotech Industry

Thomas B. Talbot

Create the next generation of AUTONOMOUS ANDROIDS! Construct self-governing 'droids that display physiologically correct behaviors. Co-written by experts in the fields of robotics, artificial intelligence, and medicine, Androids: Build Your Own Lifelike Robots features low-cost DIY projects that translate human physiology into cybernetics. Teach your creations to maneuver with an arsenal of behaviors, respond to stimuli, talk, and listen. This practical, inventive guide even shows how to realistically simulate emotion and aging in your robots. Understand cybernetic and robotics principles Work with programmable microcontrollers Choose and wire sensors, actuators, and servos Program dazzling reflex arcs and behavior loops Enable your automatons to speak and hear Build beating hearts and limbs with flowing veins Create breathing patterns that respond to triggers Mimic humanoid feelings and facial expressions Use prototyping kits and testing devices

Build Your Own Lifelike Robots

Androids

Thomas Talbot

The Eternal E-Customer focuses on getting ebusinesses to the next level of customer loyalty. In the competitive world of ecommerce, the winners know that the key to success is customer appreciation and retention. Emotionally Intelligent Interfaces (EII) are driven by data from previous customer interactions, explicit customer preferences, and based on customer profiles. EIIs build trust and customer loyalty by offering shoppers the intimacy and individual attention they expect from the corner store. In this groundbreaking book, Harvard professor Bryan Bergeron provides a roadmap to get readers up to speed on all crucial business and technology aspects of EIIs, and explains how to create the information infrastructure needed to support EIIs tailored to their businesses. • Focuses on achievable results using current technology • Includes a companion Web site with links to examples of state-of-the-art EII technologies Foreword by Ray Kurzweil, author of The Age of Spiritual Machines

Bryan Bergeron

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