共 9 条
[1]
CRM done right. IBM Business Consulting Services. http://www-1.ibm.com/services/us/index.wss/rs/bcs/a1002689 . 2005
[2]
Why CRM Efforts Fail?A Study of The Impact of Data Quality and Data Integration. Farouk Missi,Sarmad Alshawi,Guy Fitzgerld. Proceeding of The38th Hawaii International Conference on System Science . 2005
[3]
How to measure customer relationship management success. Bob McKim,Arthur Middleton Hughes. Journal of Database Marketing . 2001
[4]
Exploring the success factors of eCRM strategies in practice. Qimei Chen,Hong-Mei Chen. Database Marketing and Strategy Management . 2004
[5]
Unlock the hidden potential in your CRM investments. Harding,D.,Cheifetz,D.,DeAngelo,S,Zeigler,E. http://www.mckinsey.com/clientservice/marketing/pdf/Solutions_Unlocking_CRM_potential.pdf . 2004
[6]
Six Major Impediments to Change and How to Overcome Them in CRM(and Politics). Richard Forsyth. . 2001
[7]
The Customer Relationship Management Process:Its Measurement and Impact on Performance. Werner Reinartz,Manfred Krafft,Wayne D.Hoyer. Journal of Marketing . 2004
[8]
A Strategic Approach for Successful CRM: A European Perspective. Oliver Mack,Michael C Mayo,Anshuman Khare. Problems and Perspectives in Management . 2005
[9]
Customer Relationship Management: A Capabilities Portfolio Perspective. E. Plakoyiannaki,,N. Tzokas. Journal of Database Marketing . 2002