Connected CRM: Implementing a Data-Driven, Customer-Centric Business Strategy

Acknowledgments

For several years now, I've wanted to write a book about the role that big data, digital, and technology play in driving customer centricity. A great deal of patience and the help of the best team in the business have proved over time what I've always known in my gut to be true: Building customer strategy as a business strategy is instrumental in fueling sustainable competitive advantage for companies. For 25 years, I have worked with colleagues whose passion for world-class customer relationship marketing (CRM) runs as deep as mine. I could realistically list a few thousand contributors who have come and gone throughout the history of Merkle's CRM evolution, influencing the philosophies that our company is built upon. And although the indirect contributors are too numerous to mention by name, a handful of individuals have lent their time, talent, and unequaled expertise specifically to the creation of this text, and to them I'd like to extend my appreciation.

To my venerable team of executive partners who work side by side with me each day, with the single-minded goal of building a great company, molding the foundation upon which Connected CRM (cCRM) is built, and guiding our team through its evolution: Thank you to Craig Dempster, Steve LaValle, John Lee, and Will Bordelon for your roles in framing this book and helping me set the vision for its message. To Jeaneen Andrews-Feldman, thank you for your tireless leadership in this effort, building the strategy for ...