تبيين چرخه تجاري مديريت ارتباط با مشتري

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مقاله ارائه شده در کنفرانس بین المللی بازاریابی توسط مهدی اصغرنژاد امیری

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    http://www.parstel.ir/fr_CRM_index.jsp

    - Gray, Pa ul , customer relation ship management , University of California , Irvine ,

    www.crito.uci.edu, March 2001- Adebanjo, D. Kehoe, D. (2001) An Evaluation of Factors Influencing Teamwork and Customer

    Focus, Managing Service Quality, Vol.11, no.1

    - Barry, Solomon, crm and the emerging professional service by sales culture www. psmg.co.uk

    2006

    - Burnett, Ken, (2001) The Handbook of Key Customer Relationship Management, prentice

    Hall

    -Brown, S.A, (2000), Customer Relationship Management (A Strategic Imperative in the

    World of e-business), John Wiley& sons Canada, Ltd

    - Chaudhuri, A. and Shainesh, G., Implementing a technology based CRM solution: The ICICI

    experience, in Customer relationship management: Emerging concepts, tools and applications,

    J.N. Sheth, A. Parvatiyar, and G. Shainesh, Eds., Fifth edition, New Delhi: Tata McGraw-Hill

    Publishing Company Limited, 2004.

    - Chen, I, J.,& Popvich, k., Understanding customer relationship management (CRM) people,process, technology, Business process Management Journal ,9(5) , 2003, 672-688.

    -Consulting, Braun , top CRM trend for 2002,January, www.line56.com/article/defult.asp

    -Cunningham, M.J. (2002), "Customer Relationship Management", Capstone Publishing

    - Edelstein, Herb , Building Profitable Customer Relationships With Data Mining , 2001

    - Gerson, Richard F, Ph.D , CUSTOMER RELATIONSHIP MANAGEMENT:

    ,WHATS WRONG WITH IT AND HOW TO IMPROVE ITcom.richgerson.www-3pp2006/

    5?

    - Gilford, Ellen, customer relation ship management, www.businessballs.com website/article /

    customer relation ship management, 2005

    - Glodenberg, B.J., CRM automation, United states of America, Prentice Hall PTR, 2002

    - Hinton, T.D. (2001) the Spirit of Service: How to Create a Customer Focused Culture: A

    Customer Service Strategy for the New Decade and Beyond, Kendall/Hunt Publishing Company

    -Johnson, M.D. Gustafson, A. (2000) Improving Customer Satisfaction, Loyalty, and Profit: AnIntegrated Measurement and Management System, Jossey Bass Press

    - Kempski , jim , Customer Relationship Management (CRM), VRMA National Conference San

    Francisco October 16 20, 2002

    -nussbauim, Allison, next generation CRM, law journal newsletters, volome23, N11, February

    2006, 1-4

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    - Shahin , Arash, Integration of CRM and QFD, A Novel Model for Enhancing CustomerParticipation , International Management Conference, 1383

    - Xu,Y.Yen,D.C.,Lin,B.,& Chou, D. C., Adopting customer relationship management technology,

    Industrial Management & Data Systems , 102 (8), 2002 , 442- 452.

    - AMR Research (2002), The CRM Application Spending Report, 2002-2004, available online

    at http://www.amrresearch.com/content/view.asp?pmillid=10494&docid=9398