Customer Relationship Management

Language of instructionEnglish

Christian Grönroos. Service Management and Marketing : A Customer Relationship Management Approach. Wiley, Chichester, 2nd edition, 2000.

Weiterführende Literatur:

Jill Dyché. The CRM Handbook: A Business Guide to Customer Relationship Management. Addison-Wesley, Boston, 2nd edition, 2002.

Ronald S. Swift. Accelerating Customer Relationships: Using CRM and RelationshipTechnologies. Prentice Hall, Upper Saddle River, 2001.

Stanley A. Brown. Customer Relationship Management: A Strategic Imperative in theWorld of E-Business. John Wiley, Toronto, 2000.