Who this book is for

This book is targeted at all individuals who are involved in implementing or maintaining a CRM system. It involves storytelling, where the author shares some of the lessons that he has learned throughout his 20 years of CRM work in different capacities. You'll find most of the stories to be from the financial services industry, as this was his primary industry, and most of the implementations to be ones for international firms.

The targeted audience includes both business and technical staff, including chief experience officers, business leaders, project managers, architects, consultants, developers, and end users.