Pramod Kumar has a decade plus of experience in managing sales, marketing, and customer service operations. He is an expert in business communications, operational management, sales and marketing, and building business strategies and road maps, Salesforce and marketing automation, and CRM implementation. He has worked with Fortune 500 companies managing customer service, sales, and marketing. He was VP sales for a major CRM manufacturer and has in-depth knowledge of developing and customizing CRM software as per business needs.

Pramod currently runs Inteleserv BPO Services (P) Ltd in Trivandrum, Kerala, India, which specializes in sales, marketing, CRM implementation, customer service, and outsourcing. He often visits college campuses to interact with students and budding entrepreneurs; he loves to talk about sales, marketing, and new age stakeholder relationship management. He loves technology and loves to live curious.

I would like to thank my wife, Jisha, who supported and encouraged me, especially during the review of this book. My sister, Nandini, had a special role to play in the review of this book. As a journalist and a writer, she was instrumental in checking whether the right message was being passed to readers.

Anandan Pillai works with HCL Technologies as a full-time digital consultant. Prior to this assignment, he used to lead social media duties at ZenithOptimedia (Publicis Groupe). He is a perfect blend of academician and practitioner. He is on the verge of completing a doctoral program and has published numerous research papers and management case studies at Harvard, Richard Ivey School, and so on to name a few. He published a book, Social Media Simplified, Ocean Books, which was one of the initial social media books in the Indian context and covered 30 social media case studies from various industries. He has a strong interest in digital marketing and has expertise in social media, content strategy, brand communities, and Social CRM. He loves conversing on Twitter (@anandan22) and is a regular blogger (www.anandanpillai.com).