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Relationship Management
Article Index
Relationship Management
Expert Opinion
Survey and Research
Example Cases
Measure and Evaluate
Summary
References

References

Anonymous, (2003), CRM budgets: The Controller's Report, Iss 6; p 1, Institute of Management & Administration, NEW YORK, NY

CRMguru.com (Feb, 2005), What is CRM?, http://www.crmguru.com/content/answers/whatiscrm.html, CustomerThink Corporation, Burlington

Baker, G., (2002), From revenues to profits: NZ Business, Vol 16, Iss 2, pp 39-41, Profile Publishing Limited, Auckland

Barthel, M., (2002), Customer relationship management, Community Banker, Vol 11, Iss 11, pp 35-39, America's Community Bankers, Washington

Croteau, A., Li, P., (2003), Critical success factors of CRM technological initiatives: Canadian Journal of Administrative Sciences, Vol 20, Iss 1. pp 21-35, Administrative Sciences Association of Canada, Halifax, Nova Scotia.

Gillies, C., Rigby, D., and Reichheld, F., (2002), The story behind successful customer relations management, European Business Journal, Vol 14, Iss 2, p 73, London

Gordon, I., Wente, C., (2001), Customer relationship management at CCL: Ivey Business Journal, Vol 66, Iss 2, pp 23-25, University of Western Ontario, London

Kellen, V., (2002), CRM Measurement, http://www.kellen.net, Chicago

Kincaid, J. W. (2002). Customer relationship management : getting it right! Judith W. Kincaid. Upper Saddle River, N.J. ; London :: Prentice Hall PTR,.

Miner, P., (Nov. 2002), The appliance of clients: Financial Management, pp 18-19, Chartered Institute of Management Accountants, London.

Palmer D., (2002), CRM: Consider the bigger picture, Manufacturing Computer Solutions, Vol 8, Iss 3, pp 25, Findlay Publications Limited,Horton Kirby.

Pang, L.M.G., and Norris, R., (2002), Applying customer relationship management (CRM) to government, The Journal of Government Financial Management, Vol 51, Iss 1, p 40, Alexandria

Ragins, E.J., and Greco, A.J., (2003), Customer relationship management and E-business: More than a software solution, Review of Business, Vol 24, Iss 1, p 25, Jamaica

Rosenberg, (2004), Which CRM Is Right For You?: Call Center Magazine, Vol 17, Iss 12, pp 28-37, CMP Media LLC, New York

Silverman, R., (2001), CRM dichotomies, Intelligent Enterprise, Vol 4, Iss 8, pp 90-93, CMP Media LLC, San Mateo

Simms, J., (2003), Send in the clones, Director, Vol 57, Iss 1, p 46, Institute of Directors, London

Solomon, B., (2003), Relationship intelligence and the well-run consulting firm: Consulting to Management, Vol 14, Iss 1, pp 38-43, pp 38, Journal of Management Consulting, Inc., Burlingame

Tehrani, N., (2002), Publisher's outlook: The essence of CRM success, Customer Inter@ction Solutions, Vol 21, Iss 1, pp 2-5, Technology Marketing Corporation, Norwalk

Totty, P., (2004), CU Secures CRM Success: Credit Union Magazine, Vol 70, Iss 9, pp 50-53, Credit Union National Association, Inc., Madison

Tuck, L., (2003), CRM: The next big thing (again), Customer Interface, Vol 16, Iss 2, 30-31, Advanstar Communications, Inc., Cleveland

Tuck, L., (2003), 2004 Market Trends, Customer Interface, Vol 16, Iss 4, pp 6-8, Advanstar Communications, Inc., Cleveland

Xin, T., Yen, D.C., and Xiang F., (2002), Internet integrated customer relationship management: A key success factor for companies in the e-commerce arena, The Journal of Computer Information Systems, Vol 42, Iss 3, p 77, Stillwater

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