If you do not know anything about CRM, if you think you know a little... or even if you think you know quite a lot (because you are currently involved in CRM)well, in ALL the three cases... this book can help you a lot. Sue Adkins has written a great book: clear, full of exemples, convincing... And best of all: CRM appears in a full range of contexts (corporate social responsability, corporate reputation, community investment, marketing). In doing so, Adkins shows CRM is not a "fashion", another "trend" or "promotional tactic": CRM is deeply conected to a renovated way to see our companies and non for profit organizations. This book is great for those of us who are already convinced of the possiblities of CRM (we feel "understood", we find in it good reasons and ways to "convince" others). And, of course, it is also a must for a lot of top executives who do not understand (yet) that CRM is not a "nice" thing to do (among many others...) but a full strategic tool.