Operative CRM

Language of instructionGerman

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

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

Weiterführende Literatur:

Alex Berson, Kurt Thearling, and Stephen J. Smith. Building Data Mining Applications for CRM. Mc Graw-Hill, New York, 2000.

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

Dimitris N. Chorafas. Integrating ERP, CRM, Supply Chain Management, and SmartMaterials. Auerbach Publications, Boca Raton, Florida, 2001.

Keith Dawson. Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center. CMP Books, Gilroy, CA, 4 edition, 2001.

Andreas Eggert and Georg Fassot. eCRM – Electronic Customer Relationship Management: Anbieter von CRM-Software im Vergleich. Schäffer-Poeschel, Stuttgart, 2001.

Seth Godin. Permission Marketing. Kunden wollen wählen können. FinanzBuch Verlag, München, 1999.

Paul Greenberg. CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time. Osborne/McGraw-Hill, 3rd ed. edition, Aug 2004.

Philip Kotler. Marketing Management: Millennium Edition. Prentice Hall, Upper Saddle River, 10 edition, 2000.

Don Peppers and Martha Rogers. The One To One Future. Currency Doubleday, New York, 1997.

Duane E. Sharp. Customer Relationship Management Systems Handbook. Auerbach, 2002.

Len Silverston. The Data Model Resource Book: A Library of Universal Data Models for All Entreprises, volume 1. John Wiley & Sons, 2001.

Toby J. Teorey. Database Modeling and Design. Morgan Kaufmann, San Francisco, 3 edition, 1999.

Chris Todman. Designing a Data Warehouse : Supporting Customer Relationship Management. Prentice Hall, Upper Saddle River, 1 edition, 2001.