Customer Relationship Management Systems Handbook
by Duane E. Sharp
2003 (264 pages)
ISBN:0849311438
A complete and detailed analysis of CRM, its origins, rationale, implementation strategies, core technologies, and benefits.
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Introduction
Chapter 1
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The Customer Today
Chapter 2
The Evolution of Customer Relations to CRM
Chapter 3
The Technology of CRM
Chapter 4
Case Studies in CRM
Chapter 5
Privacy in CRM
Chapter 6
Benefits of CRM
Appendix A
Glossary of CRM and Data Warehouse Terminology
Appendix B
References and Bibliography
