"John McKean's inspiring book dispels the myth that CRM is the retailers' panacea by providing us with a timely reminder that sustained profitability results from every employee being focused on serving the customer, not just with products, but with integrity and respect for the customer as an individual...a common occurrence for our grandparents but a rare event in today's shopping experience." Trevor Dukes, Projects and Systems"

Trevor Dukes
Business Systems
WH Smith