Further Reading

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 ...

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