Bibliography: CRM (General)

Books

• Building Data Mining Applications for CRM Berson, Smith and Thearling

• Data Mining Techniques for Marketing, Sales and Customer Support Berry and Linoff

Academic Articles

Technical Reports

• Glossary of Direct Marketing Terms Arthur Middleton Hughes, Database Marketing Institute

• How Relationship Marketing Built Profits Arthur Middleton Hughes, Database Marketing Institute

• How to Measure CRM Success Arthur Middleton Hughes, Database Marketing Institute

• The Value of a Name Arthur Middleton Hughes, Database Marketing Institute

• Lifetime Value or Return on Investment: Which is the Better Measure of Success? Arthur Middleton Hughes, Database Marketing Institute

• How to Manage Customers Arthur Middleton Hughes, Database Marketing Institute

• How Customer Service Builds Loyalty and Profit Arthur Middleton Hughes, Database Marketing Institute

• How Lifetime Value is Used to Evaluate Customer Relationship Management Arthur Middleton Hughes, Database Marketing Institute

Trade Articles

• Enterprise Integration to Support Real-Time Analytics for Next Generation Customer Relationship Management Reuters Consulting

• Sears to Build Huge Storage Network for CRM Computerworld, Jan 24, 2002

Web Sites

• CRMDaily.com

• Database Marketing Institute

Revised: July 09, 2004.