Abstract

Background

What is CRM?

Integration of Front and Back Office Systems

Integration of CRM Strategies with the Internet

Practical Examples of CRM Strategies on the Internet

Conclusion

References
 

 
 

Articles

1. Stefan Lammers,  Good Customers deserve more than just discounts. Card Forum International, pp 38 – 40,  Vol 3, No 6, December 1999.

2. Peter Cochrane, Survival of the fittest. Intelligence, pp  18, Vol 5, No 10, 1999.

3. Shannon Winterstein, “Clicks and Mortar”. Intelligence, pp  38, Vol 5, No 10, 1999.

4. ERP to CRM, Special Survey, Intelligence, pp  46 -  68, Vol 5, No 10, 1999.

5. Professor Suresh Khota, “Moving to a New Plane”. Knowledge Management, pp 24 – 30, Vol 1, No 4, 1999.
 

Magazines

1. Netactivate Magazine, August 1999.

2. Network Times, November 1999.

3. Card Forum International, Vol 3, No 6, December 1999.

4. “NET”, Issue 27 November 1999.

5. Intelligence, Vol 5, No 10, 1999.

6. Intelligence, Vol 5, No 10, 1999.

7. Knowledge Management, Vol 1, No 4, 1999.

8. On The Internet, Issue 11, 1999.
 

Internet

1. Larry English in association with Identex. “Plain English on Data Quality” http://www.crm-forum.com/crm_forum_white_papers/pedq/sld01.htm (12 Nov 1999)

2. Michael Meltzer, NCR Corporation. “Using the Data Warehouse to Drive Customer Retention, Development and Profit”. http://www.crm-forum.com/crm_forum_white_papers/crpr/sld01.htm (12 Nov 1999)

3. Simon Caufield, Partner, Mitchell Madison Group. “Does Customer Relationship Management Really Pay? A General Management Perspective”.  http://www.crm-forum.com/crm_forum_white_papers/dpay/sld01.htm (12 Nov 1999)

4. Hatton Blue. “Customer Relationship Management. Hot Topic or Hot Air”.  http://www.crm-forum.com/crm_forum_white_papers/htoha/sld01.htm (10 Nov 1999)

5. McKinsey & Company. “Can Marketing Regain the Personal Touch?”  http://www.crm-forum.com/crm_forum_white_papers/mck2/sld01.htm (12 Nov 1999)

6. Salvatora Larosa. “Intelligent Agents and Relationship Marketing”  http://www.crm-forum.com/crm_forum_white_papers/iarm/sld01.htm (09 Nov 1999)

7. Sir Richard Heygate. “Harnessing Technology to Win Customer Loyalty”.  http://www.crm-forum.com/crm_forum_white_papers/htcl/sld01.htm (10 Nov 1999)

8. The Direct Marketing Industry Online. “Implementing Next-Generation E-Business Strategies”.  http://www.activmediaresearch.com/e_business.html (18 Nov 1999).

9. MotherNature.com  “MotherNature.com Makes a Natural Connection With Customers”.  http://www.responsys.com/customers/mothernature.htm (18 Nov 1999)

10. Dell Computer Corporation. “Who Are We”. http://www.dell.com/us/en/gen/corporate/factpack_000.htm (21 Nov 1999)

11. Hewlett Packard. “Preparing for the E-services Revolution”  http://www.hp.com/e-services/strategy/article_sey_1.htm  (15 Nov 1999)

12. Netscape. “Developing Loyal Customers in the Net Economy”  http://home.cn.netscape.com/solutions/business/crm/  (18 Nov 1999)

13. Stewart Alsop, Fortune.com  “The Five New Rules of Web Technology”. http://www.pathfinder.com/fortune…ology/alsop/1999/06/21/index.html (18 Nov 1999)

14. User Interface “Customer Relations Programs”. http://www.userinterface.com/crp.html  (18 Nov 1999)

15. User Interface “What is Customer Relations ?”. http://www.userinterface.com/customer.html  (18 Nov 1999)
 
 

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