Following is a list of resources for you to supplement your knowledge of CRM and its various components. I’ve broken down the material into three categories: books, magazines and journals, and Web sites.
These books cover a range of CRM and CRM-related topics.
Adriaans, Pieter, and Dolf Zantinge. Data Mining. Reading, MA: Addison-Wesley, 1996.
Barlow, Janelle, and Dianna Maul. Emotional Value: Creating Strong Bonds with Your Customers. San Francisco: Berrett-Koehler, 2000.
Berry, Michael J. A., and Gordon Linhoff. Data Mining Techniques: For Marketing, Sales, and Customer Support. New York: John Wiley & Sons, 1997.
Brown, Stanley A. Customer Relationship Management: A Strategic Imperative in the World of E-Business ...