On the Web

Baker, P. (2008, April 24). The 10 most useless CRM-system features. Retrieved from

Bass, A. (2003). Cigna’s self-inflicted wounds: A cautionary tale about the peril of IT transformation and the dangers of counting your chickens before they hatch. Retrieved from

Binary Spectrum. (2010, May 23). Key functionalities of CRM software. Retrieved from

Bucholtz, C. (2009, June 15). Is there a service innovation shortage? Retrieved from

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