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Hall
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World of e-business), John Wiley& sons Canada, Ltd
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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.
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-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
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,WHATS WRONG WITH IT AND HOW TO IMPROVE ITcom.richgerson.www-3pp2006/
5?
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customer relation ship management, 2005
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- 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
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Francisco October 16 20, 2002
-nussbauim, Allison, next generation CRM, law journal newsletters, volome23, N11, February
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