CRM Fundamentals

Acknowledgments

I would like to thank my wife, Phoebe, and children, Zoe and Zachary, for giving me the time and freedom to work on this project. Even though this is my second book, it took more time than I’d ever imagined. Mathew, it was a pleasure to work with you and to see the final product. Finally, I would like to thank Scott for coordinating the entire process and owning a lion’s share of the writing, and Tom for his careful review and feedback.

—Brian Paulen

I want to first thank Brian and Scott for all of their support and for undertaking the heavy lifting surrounding this book, and Tom McKinnie for his technical review. This book is entirely to their credit, and I truly appreciate their efforts. I also want to thank my wife, Heidi, ...