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Title: A Must Read
Review: This is a great book. It provides CRM concepts, great examples, executable plans for implementing CRM, and an in-depth understanding of how IT underlies CRM. I started reading the book on a flight from the West coast and couldn't put it down. It's a must read for anyone interested in CRM. I teach courses in business intelligence and data warewhousing in the Terry College of Business Administration at The University of Georgia, and this book provided me with great insights and examples that I will use in my classes.
