Many of you reading this book are about to embark on the journey of implementing customer relationship management (CRM) software within your organization; some of you are completely new to CRM, while others have been through a CRM implementation with varied success. This book was written to provide business leaders and stakeholders with a practical playbook that spells out an approach for a successful CRM project and program. People often think that success with CRM starts and ends with purchasing the current popular application in the market; however, no matter the application (even with all of its cool bells and whistles), you still need to have the hard.
