Page 148 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Unit 5: Closed Loop Marketing

Customer Relationship Management: A Strategic Perspective, G Shainesh, Jagdish N Notes
Sheth
Mohammed H. Peeru and A Sagadevan, Customer Relationship Management, Vikas
Publishing House, 2004, Delhi.
Paul Greenberge, CRM-Essential Customer Strategies for the 21st Century, Tata
McGraw Hill, 2005.
William, G. Zikmund, Raymund McLeod Jr., Faye W. Gilbert, Customer Relationships
Management, Wiley, 2003.

Online links http://blog.tmcnet.com/telecom-crm/2007/11/30/crm-adoption-biggest-
problem-in-83-percent-of-cases-wigan-gets-crm-tre.asp

http://scn.sap.com/docs/DOC-5036
http://www.destinationcrm.com/Articles/Columns-Departments/Reality-
Check/Demystifying-CRM-Adoption-Rates-42496.aspx

http://www.destinationcrm.com/Articles/CRM-News/Daily-News/CRM-
Market-Grows-for-Fifth-Straight-Year-55275.aspx
http://www.gartner.com/newsroom/id/1074615

http://www.gartner.com/newsroom/id/715308

LOVELY PROFESSIONAL UNIVERSITY 143