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EFERENCES
C u s t o m e r R e l a t i o n s h i p M a n a g e m e n t
Print
BARON, S. and HARRIS, K. (1995) Services Marketing Houndsmills: MacMillan Press
BERRY, L. L. and GRESHAM, L. G. (1986) `Relationship Retailing:Transforming
Customers into Clients', in PAYNE, A. et al (1995) Relationship Marketing for
Competitive Advantage - Winning and Keeping Customers Oxford: Butterworth
Heinemann
BROWN, S. (1998) Postmodern Marketing Two London: International Thomson
Business Press
BROWN, S. (ed.) (2000) Customer Relationship Management Etobicoke: John Wiley &
Sons Canada Limited
BROWNLIE, D. et al (eds.) (1999) Rethinking Marketing London: Sage Ltd
BUCHANAN, R. and GILLIES, C. (1990) `Value Managed Relationships:The Key to
Customer Retention and Profitability', in PAYNE, A. et al (1995) Relationship
Marketing for Competitive Advantage - Winning and Keeping Customers Oxford:
Butterworth Heinemann
BUTLE, F. (ed.) (1996) Relationship Marketing London: Paul Chapman Publishing
CHRISTOPHER, M. et al (1991) Relationship Marketing Oxford: Butterworth
Heinemann
DIBB, S. et al (1994) Marketing Concepts and Strategies 2nd European ed. London:
Houghton Mifflin Company
EVANS, M. and MOUTINHO, L. (1999) Contemporary Issues in Marketing
Houndsmills: MacMillan Press
KELLEN,V. (2002) `CRM and Knowledge Turnover' Phoenix: Blue Wolf White Paper
MARKS, R. B. (1997) Personal Selling: A Relationship Approach 6th ed. New Jersey:
Prentice Hall Inc
O'MALLEY, L. et al (1999) Exploring Direct Marketing London: International Thomson
Business Press
PEPPERS, D. and ROGERS, M. (1993) The One to One Future London: Judy Piatkus
Ltd
RING,T. (ed.) (October 2001) Conspectus magazine Chorleywood: Prime Marketing
Publications
Online
CIO.com - Resources for Information Technology Executives: http://www.cio.com
CRM Community: http://www.crmcommunity.com
CRM Guru: http://www.crmguru.com
CRM Technology Decisions: http://crmtechdecisions.techtarget.com/
References
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