With nearly twenty years experience in customer relationship management, Gordon Hilleque puts his expertise to work in Building a Trusted Expert Culture: Six Pillars of CRM Success. In it, he tackles one of the biggest challenges in the field--adoption. As a companion book to Trusted Expert Formation: Re-envisioning Your Approach to CRM, Building a Trusted Expert Culture is a comprehensive guide to successful CRM adoption. It debunks industry trends, gets down to what really inspires customer loyalty, and provides powerful solutions to issues that will derail implementation. Building a Trusted Expert Culture: Six Pillars of CRM Success explains how to develop effective team techniques and outlines essential pillars to support customer care transformation. It is an indispensable CRM resource.