This book outlines the essential steps for creating and managing a robust Customer Relationship Management (CRM) system. It guides readers through the entire lifecycle of a CRM program, from initial setup to ongoing optimization, emphasizing the importance of aligning goals, assembling the right team, and making informed decisions about software and external consultants.

The book is presented as a practical guide for building and executing CRM systems. It focuses on the foundational elements required for successful implementation and long-term program management. The content suggests a structured approach to CRM, covering goal setting, team alignment, project planning, and technology selection.