Appendix C: References and Bibliography

References

Anton, Jon, and Laurent Philonenko. 20/20 CRM . The Anton Press, 2002 .

Bodin, Madeline, and Keith Dawson. The Call Center Dictionary . Telecom Books, 1999 .

Cleveland, Brad, and Julia Mayben. Call Center Management on Fast Forward . Call Center Press, 1999 .

Curry, Jay. The Customer Marketing Method: How to Implement and Profit from Customer Relationship Management . New York: Free Press, 2000 .

D'Ausilio, Rosanne. Wake Up Your Call Center . Ichor Books, 1998 .

Dawson, Keith. The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Customer Contact Center , 4th ed. CMP Books, 2002 .

Durr, William. Navigating the Customer Contact Center in the 21st Century . Cleveland, OH: Advanstar Communications, 2001 .

Waite, Andrew J. A Practical Guide to Call Center Technology . CMP Books, 2001 .

Bibliography

Adelman, S. Project Management for Data Warehousing . In Proceedings of The DCI Data Warehouse Conferences and The Data Warehouse Institute's Implementation Conferences. DCI, 1995-1999 .

Anahory, Sam, and Dennis Murray. Data Warehousing in the Real World . Reading, MA: Addison-Wesley, 1997 .

Anderson, Paul, and Art Rosenberg. The Executive's Guide to Customer Relationship Management . Houston, TX: Doyle Publishing Company, 2000 .

Anton, John. Customer Relationship Management . Upper Saddle River, NJ: Prentice Hall, 1999 .

Berry, Michael, and Gordon Linoff. Mastering Data Mining: The Art and Science of Customer Relationship Management . New York: Wiley, 1999 .

Berson, Alex, and Stephen J. Smith. Data Warehousing, Data Mining and OLAP . New York: McGraw-Hill, 1998 .

Bischoff, Joyce, and Ted Alexander. Data Warehouse: Practical Advice From the Experts . Upper Saddle River, NJ: Prentice Hall, 1997 .

Brobst, Stephen, and NCR Corporation. Integrating Your Data Warehouse into the World of E-Business . In Proceedings of "The Power of One" CRM Conference, Nice, France, May 2000 .

Brown, Carol V., ed. IS Management Handbook , 7th ed. New York: Auerbach, 2000 .

Burrows, Cathy. The Royal Bank of Canada (Canada), Client Relationship Management-A Journey Not a Destination . In Proceedings of "The Power of One" CRM Conference, Nice, France, May 2000 .

CGI Group Inc. White Paper, Building Competitive Advantages Through Customer Relationship Management , CGI, January, 2001 .

Charles, Cheryl. Security, Privacy, and Trust in Financial Services . BITS Financial Services Roundtable. In Proceedings of the NCR Partners Conference, Orlando, FL, October 1999 .

Church, Nancy W. Customer Relationship Management: Solutions for the Insurance Industry . In Proceedings of the Insurance Industry Roundtable Seminars, New York, Boston, Hartford, and San Diego, 1999 .

Deviney, David E., and Karen Massetti Miller, eds. Outstanding Customer Service: The Key to Customer Loyalty . New York: American Media, 1998 .

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Direct Marketing Association. Customer Relationship Management: A Senior Management Guide to Technology for Creating a Customer-Centric Business . New York: DMA Publishers, 1999 .

Eckerson, Wayne W. How to Architect a Customer Relationship Management Solution . Boston, MA: Patricia Seybold and Company Publishers, 1997 .

Hackney, Douglas. Architecture and Approaches for Successful Data Warehouses . Reading, MA: Enterprise Group, 1998 .

Inmon, Bill. "Creating a Healthy Centralized Data Warehouse," Teradata Review , NCR Corporation, Spring 1999 .

Inmon, Bill. Building the Data Warehouse . New York: John Wiley, 1993 .

Mackenzie, Ray. The Relationship-Based Enterprise . Toronto, ON: McGraw-Hill Ryerson, 2001 .

Meltzer, Michael. Data Mining-Dispelling the Myths . NCR Corporation, 1998 .

Meltzer, Michael. Using Data Mining Successfully . NCR Corporation, 1998 .

NCR Corporation. "The Race to Real-time: Operationalizing the Data Warehouse," Teradata Review , Fall 1999 .

NCR Corporation. White Paper, Scalable Data Warehouse Solutions: Overview . 1997 .

Newell, Frederick. Loyalty.com: Customer Relationship Management in the New Era of Internet Marketing . New York: McGraw-Hill, 2000 .

Shapiro, Andrew L. The Control Revolution, How the Internet Is Putting Individuals in Charge and Changing the World We Know . New York: A Century Foundation Book, 1999 .