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The concept of Customer Relationship Management








Bibliography:

‘ Management Information Systems’: Kenneth C. Laudon, Jane P. Laudon; Prentice-Hall International, Inc.2002

‘Avoid the Four Perils of CRM’: Darrell K. Rigby, Friedrich F. Reichheld, Phil Schefter; HBR, February 2002

‘ In Praise of Middle Managers’: Quy Nguyen Huy; HBR, September 2001

‘How to Lose Your Star Performer Without Losing Your Customers Too’: Neeli Bendapudi, Robert P. Leone; HBR, November 2001

‘ Truth About the CRM’: Suzannah Patton; CIO magazine, May 2001

‘The Structuring of Organizations’: Henry Mintzberg; Prentice-Hall Inc.,1979

‘E – Business: The Roadmap for Success’: Ravi Kalakota, Marcia Robinson; Addison- Wesley






Материала е изпратен от: Teodor Hristov




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