The Email Revolution: Unleashing the Power to Connect

V. A. Shiva Ayyadurai

(Allworth Press, Rs. 1,622)

This is the story of one of the most important innovations of the last century and how it has been used by companies to mine data and deepen relationships with customers. In 1978, fourteen-year-old technology prodigy V. A. Shiva Ayyadurai invented email. This Fulbright scholar, who holds four degrees from MIT, discovered that incoming emails offered countless opportunities to mine data and solidify relationships with customers. Citing several case studies, this book demonstrates how organisations, no matter what size or type, can realise the infinite potential of email to strengthen brand image and reach out to customers. From facilitating more effective and courteous customer service to getting useful information about their clients, and from averting disaster by catching product defects early to understanding and managing public image, companies can discover new and innovative uses fortheir inboxes.

Compiled by SAVITHA GAUTAM

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