Just wanted to share a book which i think has been written with great insights to everyday problems which we face while working in CRM.
I happened to read the book during last 3-4 weeks and i think its an excellent read. I think the author has really done a great job in explaining the issues / problems / concepts which we encounter daily while working in CRM. There are also some very good case studies which will provide great insights on different CRM implementations. I think the book bonds well for all set of CRM users irrespective of there roles in the projects. I also felt that for any person who is new to CRM would greatly benefit by reading it.
In all I think its an excellent read.