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I am delighted that you are about to read this book, which I am confident will give you fresh insights and practical guidance on one of the hottest topics in business today - Customer Relationship Management. The landscape out there is changing at a phenomenal pace that is both exciting and alarming. The rapidly emerging virtual world is altering all the rules, shifting power from seller to customer. Success will come to those companies that transform themselves swiftly to put the customer squarely at the center. Accenture's interest in CRM has grown steadily over the past five years.