On the Web
Baker, P. (2008, April 24). The 10 most useless CRM-system features. Retrieved from http://www.insidecrm.com/features/10-useless-crm-features-042408/
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 http://www.cio.com.au/article/181174/cigna_self-inflicted_wounds?pp=1
Binary Spectrum. (2010, May 23). Key functionalities of CRM software. Retrieved from http://www.binaryspectrum.com/industries/retail/Key-Functionalities-of-CRM.html
Bucholtz, C. (2009, June 15). Is there a service innovation shortage? Retrieved from http://www.insidecrm.com/blog/is-there-a-service-innovation-shortage.php
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