The ultimate aim of the book is to reinforce the business management orientation required in product management and also strongly underscore the fact that business is won at the frontlines. The win is convincing when every player in the front-line team has a deepened understanding of the products and services that represent the main arsenal of the business.

As demonstrated in the book, it is only when team approach is adopted for most key product and service initiatives that impactful results get achieved.

This book is highly recommended for customer service officers, branch managers, product managers, branch operation managers, call center staff, the analytics team, operational risk team members and IT support crew.