If your work touches customer relationships or engagement – this guide is for you.

Too often, CRM is seen as "someone else's job." But in reality, it's one of the most powerful tools your institution has to deepen relationships, drive growth, and deliver meaningful experiences – across marketing, retail, service, and beyond.

This 40 page guide shows you how to move beyond "just another piece of software" and build a CRM strategy that drives adoption, fuels collaboration, and becomes an essential part of how your teams work.

Inside, you'll discover how to:

• Plan for impact – Tie CRM goals to measurable business outcomes
• Engage every stakeholder – Get all leadership, stakeholders and frontline teams aligned
• Implement for usage – Build workflows and data strategies people actually use
• Lead with accountability – Make CRM part of everyday decisions and coaching
• Avoid pitfalls – Sidestep the steps that stall most CRM initiatives