To successfully implement the holistic management concept of Customer Relationship Management (CRM), it is essential to consider employees from the very beginning of the project. Anne Katrin Neumann provides a structured presentation of the central contents, goals, and success factors of CRM. Using the example of the financial services industry, she analyzes the tasks that employees in both front and back office roles must fulfill for a CRM project to succeed. The author notes that employees at the customer interface perform interaction work to meet the customer orientation required by CRM. To enable companies to realize the potential of CRM, measures for optimal employee management within CRM are developed. Additionally, relevant employee competencies are derived.