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Customer Relationship Management

Notes 3.8 Further Readings

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

CGI Group Inc. White Paper, Building Competitive Advantages through Customer
Relationship Management, January 2001
Customer Relationship Management: A Strategic Perspective, G Shainesh, Jagdish
N 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

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