Page 298 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Unit 11: CRM Measurements

11.10 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
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

LOVELY PROFESSIONAL UNIVERSITY 293