This book covers some of the business aspects of CRM, but is more slanted towards the technical underpinnings. This is not a criticism, but to set expectations. That said, there are many valuable business insights in the book, the best of which is the coverage of privacy issues, and the detailed case studies.

For the more technically inclined reader the detailed discussions of data warehousing, data mining and analytical tools and techniques are accurate and up-to-date. I especially liked the focus on data quality, which is a much larger issue than many suspect. I also liked the 12-stage CRM strategy that is given.

Overall, this is an excellent book for IT professionals who need to understand the high level technical issues, as well as the business ramifications of implementing and supporting a CRM system. For IT management and business professionals I prefer "The CRM Handbook" the bottom line is this book does an excellent job of covering the full spectrum of CRM and does so in easy to understand language.