The book is easy read but this is because there is not much beef in it. I am a dedicated student of CRM and found this book as just another addition to the mushrooming literature on CRM. The text is wishy-washy but maybe the cases can be found useful. That is all. There are some very good titles on CRM for beginners and I believe this book does not count as one. I do not recommend it to serious CRM readers at all.