Chapter 13: Before You Build a Better Mousetrap

Chapter 13: Before You Build a Better Mousetrap

1. Frederick Newell, loyalty.com—Customer Relationship Management in the New Era of Internet Marketing (New York: McGraw-Hill, 2000), p. 300.

2. Erica Morphy, “The Cost of Not Deploying CRM,” ecommercetimes.com, March 26, 2002, pp. 1–2.

3. Ibid., p. 2.

4. Matt Hines, SearchCRM, March 21, 2002.

5. Don Peppers, “Customer Relationship Management: Delivering the Benefits, INSIDE 1to1, August 13, 2001.