Acknowledgments

With more thanks than I can possibly express…

To Bojana Fazarinc for her early sponsorship and for encouraging me to start this project and to Stephanie Acker-May for her current sponsorship—and the encouragement to finish it!

To Pat Pekary for pointing me in the right direction and to my editors Jill, Jennifer and Mary for teaching me the ropes.

To the many colleagues (and great friends) who have influenced my growth and understanding of customers, relationships and information management.

To my husband, Bob Carlson, and our exceptional children Jennifer, Christina, Andrew and Brian, for all the years of love and support.

Most of all, to my reviewers, Lee Bonds and Joe Podolsky. Thanks for the hours of reviewing, coaching, counseling, consoling and brilliantly phrased insights. This book would never be here without you guys.