Main Bibliography |
Anton, Jon; Petouhoff, Natalie (2002) – Customer Relationship Management: The bottom line to optimizing your return. Prentice Hall. New Jersey. Hughes, A. (2003). The customer loyalty solution: what works (and what doesn't) in customer loyalty programs. New York: McGraw-Hill. Ian Gordon (1998) - Relationship Marketing: New Strategies, Techniques and Technologies to Win the Customers You Want and Keep Them Forever. Kumar, V., & Reinartz, W. (2012). Customer Realtionship Management: concept, strategy and tools (Second ed.). London: Springer. Oliver, R. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw Hill. Payne, A. (2005). Handbook of CRM: achieving excellence in customer management. Oxford: Routledge. Peelen, E. (2005). Customer Relationship Management. England: Pearson Education.
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