Appendix C: References and Bibliography

Appendix C: References and Bibliography


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.


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.

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. 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.

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