Page 266 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Unit 10: Delivering Customer Offer

10.7 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
G Shainesh, Jagdish N Sheth, Customer Relationship Management: A Strategic
Perspective

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
The Customer Differential Complete Guide to Implementing Customer
Relationship Management CRM by Melinda Nykamp
William, G. Zikmund, Raymund McLeod Jr., Faye W. Gilbert, Customer Relationships
Management, Wiley, 2003

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

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