Acknowledgments

I’d like to first thank my wife Amy, who gave me the encouragement and space to spend time every morning writing this book.

I’d also like to thank my editor, Fahmida Rashid, who managed to take what started as a functional requirements document for a customer service application and helped me turn it into a useful book.

I’d further like to thank the many people who reviewed the in-progress book, including Chris Hoffman, David McClain, J. Daniel Ashton, Jacob Chae, John Cater, Maricris Nonato, Matthew Oldham, Nell Shamrell, Nigel Lowry, Simeon Willbanks, and Jeremy Frens (who had particular insights that I hope I’ve reflected well). And a huge thanks to the various readers who pointed out errors in the beta version of the ...

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