July 2002
Intermediate to advanced
264 pages
8h 28m
English
Content preview from Customer Relationship Management Systems Handbook
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233
Appendix B
References and Bibliography
References
1. Brown, Carol. V. Ed.,
IS Management Handbook,
7th ed
.,
Auerbach Publications,
Boca Raton, FL, 2000.
2. Burrows, Cathy.
The Royal Bank of Canada (Canada), Client relationship manage-
ment — a journey not a destination. In
Proceedings of “The Power of One” CRM
Conference,
Nice, France, May 2000.
3. CGI Group Inc. White Paper, Building Competitive Advantages through Customer
Relationship Management, January 2001.
4. Curry, Jay.
The Customer Marketing Method: How to Implement and Profit from
Customer
Relationship Management.
Free Press, New York, 2000
5. Hackney, Douglas.
Architectur
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