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Customer Relationship Management

Notes e-Loyalty: How to Keep Customers Coming Back to Your Website, Ellen Reid Smith
Mohammed H. Peeru and ASagadevan, Customer Relationship Management, Vikas
Publishing House, 2004, Delhi.

Paul Greenberge, CRM-Essential Customer Strategies for the 21st Century, Tata
McGraw Hill, 2005.
Permission Marketing: Turning Strangers Into Friends and Friends Into Customers,
Seth Godin
The Customer Differential Complete Guide to Implementing Customer Relationship
Management CRM, Melinda Nykamp
William, G. Zikmund, Raymund McLeod Jr., Faye W. Gilbert, Customer
Relationships Management, Wiley, 2003.

Online links http://scn.sap.com/docs/DOC-5036
http://www.destinationcrm.com/Articles/Columns-Departments/Reality-
Check/Demystifying-CRM-Adoption-Rates-42496.aspx
http://blog.tmcnet.com/telecom-crm/2007/11/30/crm-adoption-biggest-
problem-in-83-percent-of-cases-wigan-gets-crm-tre.asp

http://www.destinationcrm.com/Articles/CRM-News/Daily-News/CRM-
Market-Grows-for-Fifth-Straight-Year-55275.aspx
http://www.gartner.com/newsroom/id/715308

http://www.gartner.com/newsroom/id/1074615

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