Provides a primer and how-to guide for implementing customer relationship management (CRM), offering scenarios, definitions, and recommendations. Chapters for executives, project managers, and businesspeople explain the components of CRM and how they can be used. Material on CRM planning and implementation is geared toward project managers, consultants, business analysts, and technical practitioners. Areas discussed include CRM in marketing, customer service, and e- business, sales force automation, analytical CRM, planning and managing a CRM project, and some common stumbling blocks. Dych