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Title: I found this book very helpful
Review: As a CRM consultant in Latin America, I found this book very helpful to explain my customers what CRM is and what isn't. Perhaps one of the most valuable concepts that Dick Lee explains in his book is that CRM doesn't equal software. He also presents the reader with a step by step guide to implement a successful CRM initiative. In my opinion however, the most important concept that I got from this book was that CRM is about listening to the customer -genuinely - and transforming according to customer's needs and expectations. CRM is a way of life for organizations not a software, and that is neatly explained in Mr. Lee's book.
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