Chapter 2: It s Not a Question of the Chicken or the Egg


Chapter 2: It’s Not a Question of the Chicken or the Egg

  1. National Center for Database Marketing Winter Conference, New Orleans, December 2001.

  2. Jeremy Epstein, “Report from CRM Expo: Strategy First, Technology Second,” marketingprofs.com, September 17, 2002, p. 1.

  3. “IT Success Depends on Quality of Spending, Not Quantity,” informationweek.com, December 24–31, 2001, p. 62.

  4. Philip B. Clark, “Rapp Collins Exec Defends CRM Spending,” BtoB, September 17, 2001, p. 14.

  5. John Radcliff, “Eight Building Blocks of CRM: A Framework for Success,” Gartner, Inc., December 13, 2001, p. 2.

  6. Ibid., p. 1.

  7. Adrian Payne, “Building a Strategic CRM Programme,” CREDO, Paris, March 15, 2001.




Why CRM Doesn't Work(c) How to Win by Letting Customers Manage the Relationship
Why CRM Doesnt Work: How to Win By Letting Customers Manage the Relationship
ISBN: 1576601323
EAN: 2147483647
Year: 2003
Pages: 141

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