A Practical Guide to CRM

Copyright 2002 Janice Reynolds
All rights reserved under International and Pan-American Copyright conventions, including the right to reproduce this book or portions thereof in any form whatsoever.
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Acknowledgments
My books are always somewhat of a collaborative efforts friends drag me away from my computer to remind me that life exists outside the publishing industry, my editor makes me sound intelligent and the CMP people (Christine Kern, Matt Kelsey and Lisa Giaquinto) offer me lots of encouragement.
I would especially like to thank Robbie Alterio, whose talented design and layout skills give the book a smart milieu.

Janice Reynolds is a writer, editor, speaker and consultant in information technology and Internet/Intranet. She started her own consulting firm in 1995 and has edited numerous technical books and led several e-commerce development teams. Ms. Reynolds has served as the "E-commerce and Internet Ventures Expert" on Allbusiness.com and the DSL expert on Speedcorp.net. She was one of the prime developers of the e-commerce portal, Town24.com. She is the author of the...