Velu Palani is a seasoned leader in CRM and digital transformation with over two decades of experience helping organizations unlock the full potential of their Salesforce investments. Currently the Executive Director of Salesforce Platform Services & Center of Excellence (CoE) at Health Care Service Corporation (Blue Cross and Blue Shield of IL, TX, MT, OK, and NM), Velu has spearheaded numerous large-scale CRM implementations, optimizing operations across industries like healthcare and financial [...] Salesforce's inception, Velu has been an early adopter. He combines deep technical knowledge with strategic insights to create scalable CRM solutions that deliver measurable business outcomes. His passion for advancing CRM Centers of Excellence led to establishing [...], a knowledge-sharing platform that fosters best practices among CRM leaders. A frequent speaker at industry events, Velu is recognized for his expertise in generative AI integration and his ability to guide organizations through the complexities of digital [...] has collaborated with Charlie Havens for over a decade to build frameworks that ensure CRM CoEs align seamlessly with enterprise objectives. Their shared commitment to standardizing CRM methodologies inspired this book, which offers a practical roadmap for business technology leaders aiming to elevate customer engagement and operational efficiency.