11.11 Chapter References

Greenberg, P. (2001). CRM at the speed of light, Berkeley, McGraw-Hill.

Hayward, E. (2023, April 18). What is a dashboard? The Starter Guide to different types of dashboards. Klipfolio. https://www.klipfolio.com/blog/starter-guide-to-dashboards

Injazz, J. C., & Popovich, K. (2003). Understanding customer relationship management (CRM): People, process and technology. Business Process Management Journal, 9(5), 672-688. https://doi.org/10.1108/14637150310496758

Zablah, A. R., Bellenger, D. N., & Johnston, W. J. (2004). An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon. Industrial Marketing Management, 33(6), 475– 489. https://doi.org/10.1016/j.indmarman.2004.01.006


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