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Unit 7: Electronic-CRM

7.7 Further Readings Notes

Books Alex Berson, Stephen Smith, Kurt Thearling, Building Data Mining Applications,
2004

Anderson, Paul and Art Rosenberg. The Executive’s Guide to Customer Relationship
Management. Doyle Publishing Company, Houston, 2000
CGI Group Inc. White Paper, Building Competitive Advantages through Customer
Relationship Management, January 2001
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

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