TY  - BOOK
AU  - Gosney, John W.
AU  - Boehm, Thomas P.
TI  - Customer Relationship Management Essentials
SN  - 9788120318090
U1  - 658.81200285678 
PY  - 2001///
CY  - New Delhi
PB  - Prentice-Hall of India Pvt. Ltd.
KW  - Management
N1  - Part - 1: The Evolution of the E-Economy Business Model of CRM Business Process Modules and CRM Foundations of Customer -Centric Business Pre -Order Customer -Support Issues Point-of- Order Customer Support Issues Post-Ordering Customer Supporting Issues Part -2: Analysis of Successful CRM sites CRM Case Study: Circuit City CRM Case Study: Marsh Supermarkets CRM Case Study: The Gap Part - 3: Appendixes Appendixes A Mechanics of a Successful CRM Web Interface Appendixes B Pushing the Support Envelope: Total Process Coordination Appendixes C CRM Gallery Appendixes D E- Commerce Essentials
ER  -