Documente Academic
Documente Profesional
Documente Cultură
Available
at:
http://www.accenture.com/Global/Services/Accenture_Technology_Labs/R_and_I/Cu
stomerTomorrow.htm> [Accessed on 23rd Feb, 2010]
ADVFN, (2006), Qualitative and quantitative research, [online] Available at:
http://www.advfn.com/money-ords_term_8831_Quantitative_research.html,
[Accessed 5th Nov, 2014]
Ahad, A. (2004) Big fish learn to swim with the minnows, Available at:
<http://search.ft.com/ftArticle?queryText=computerised+crm&aje=true&id=0403030
01855>, [accessed on Nov 2014]
Anderson, H. A & Kyprianou. (1994) Effective Organisational Behaviour, Oxford:
Black Well Publisher.
Anderson, K. and Kerr, C. (2002) Customer relationship management. New York:
Published by McGraw-Hill
Antonides, G. and Raaij, W.F.V (1998), Consumer Behaviours England: John Wiley
and Sons
Arnould, E., Price, L., Zinkhan, G. (2002),Consumers, USA: McGraw Hill
Bailey, C. (2006), Avoiding CRM common pitfalls, [online] Available at:
http://www.customercentricity.biz/PDFs/avoiding_common_crm_pitfalls.pdf
[Accesses on 25th Oct, 2014].
Barney, J. (1991), Firm Resources and Sustained Competitive Advantage, [online]
Available at: <http://jom.sagepub.com/cgi/content/abstract/17/1/99> [Accessed on
15th Nov, 2014]
Bennett, R. (1997) Organisational Behaviour. Third Edition. Edinburgh: Pearson
Publishing
Blankenshi. A, Breen. G and Dutka. A. (1998) A State Of The Art Marketing
Research, 2nd Edition, New York, Contemporary Publishing Services.
Bligh, P and Turk, D. (200) CRM unplugged, releasing CRM strategic Value [online]
Available
at:
http://site.ebrary.com/lib/uoh/Top?channelName=uoh&cpage=1&docID=10114100&
Page 1
f00=text&frm=smp.x&hitsPerPage=10&layout=document&p00=CRM+&sch=%A0
%A0%A0%A0%A0Search%A0%A0%A0%A0%A0&sortBy=score&sortOrder=desc
[Accessed 29th Oct, 2014].
Bobinski. S (2004), The importance of customer opinion [online] Available at:
<http://www.management-issues.com/2006/5/25/opinion/the-importance-ofcustomer-opinion.asp, [Accessed on 21st Nov, 2014].
Bosworth, M. and
America, McGraw-Hill.
Bowers, A, C., Jentsch, F., Salas, E. and Braun, C, C. (1998), Analyzing
communication sequences for team training needs assessment. Questia, Volume. 27
[online]
Available
at:
Nov,
2014].
Brin. J. R. (2004), The Effective Use of Market Research, 4th Edition, London,
Kogan Page Ltd.
Brown, S. A. (1999), Strategic Customers Care, An evolutionary approach to
increasing customer value and profitability, Canada: John Wiley and Sons.
Brown, W. S. (1995) Principles of economics. Minneapolis. /St. Paul: Published by
West Pub. Co.
Bryman, A. and Bell. E. (2003), Business research methods, New York: Oxford
University Press.
Businessweek,
(2007),
The
Future
of
CRM,
[online]
Available
at:
<http://www.businessweek.com/adsections/care/relationship/crm_future.htm,>
[Accessed on 23rd Nov, 2014]
Buttle, F. (2004) Customer relationship management: concepts and tools. Oxford:
Published by Butterworth-Heinemann
Buttle, F. (2004), customer relationship management, concept and tools, England:
Elsevier.
Buyer
Behaviour,
[online]
Available
at:
<http://www.tutor2u.net/business/marketing/buying_stimulus_model.asp> [Accessed
on 12th Nov, 2014]
Page 2
(2005),
evolution
of
CRM,
[online]
Available
at:
<http://www.daffodildb.com/crm/images/crm-whitepaper-evolution.gif>,[accessed on
2nd Nov, 2014].
Davis,
R.
(no
date)
The
Process
Gap,
[online]
Available
at:
at:>
Page 3
http://search.ft.com/ftArticle?queryText=financial+institutions%3A+crm&aje=true&i
d=020905003206> [Accessed on 13th Nov, 2009]
Foss.
and
Stone.
M,
2003
[Online
available
at:>
http://books.google.co.uk/books?vid=ISBN0749436964&id=r1YJ8pMioCUC&pg=P
A122&lpg=PA122&ots=ClD3RpfYRX&dq=customer+relationship+management+%
2B+dissertation&sig=o9XLyBVLR2qHffx1OusN6CCq9kE#PPR2,M1, [Accessed on
20th Oct, 2014].
Foss, B. and Stone, M. (2002), CRM in financial services: a practical guide to making
customer
relationship
management
work,
[online]
Available
at:>
http://books.google.co.uk/books?id=r1YJ8pMioCUC&dq=customer+relationship+ma
nagement+%2B+dissertation&pg=PA122&ots=ClD3NmdRT&sig=yBMfyIMJVOedPSpX_9Yyz6d_k10&prev=http://www.google.co.uk/search%
3Fhl%3Den%26q%3Dcustomer%2Brelationship%2Bmanagement%2B%252B%2Bdi
ssertation%26btnG%3DGoogle%2BSearch%26meta%3D&sa=X&oi=print&ct=result
&cd=1#PPR1,M1 >,[accessed on 2nd October, 2014]
Freeland, J. (2003) The Ultimate CRM Handbook: Strategies and Concepts for
Building Enduring Customer Loyalty and Profitability. New York: McGraw-Hill
FST. (2007), Making CRM work for your enterprise, [Online] Available at:
<http://www.usfst.com/pastissue/article.asp?art=269913&issue=199>, [Accessed on
25th Sep, 2014]
Gale Force Solutions Inc. (2007), CRM for banking commercial and retail, [Online]
Available
at:>http://www.galeforcesolutions.com/CRM+Solutions/CRM+for+Banking/
[Accessed 11th Sep, 2014).
Ghauri et. al., (1995, citing in Saunders et al. 2000), research methods for business
students, England: Pearson Education limited.
Halevi, G. (2006) Industrial Competitiveness: Cost Reduction. Dordrecht Springer,
Getting Partnering Right: How Market Leaders Are Creating Long-term Competitive
Advantage (Hardcover)
Hansemark, C. O. and Albinsson. M. (2004), Customer satisfaction and retention: the
experiences of individual employees, Emerald Group Publishing Limited, Volume:
14
Issue:
1,
pp.
40
57
[online]
Available
at:>http://www.emeraldinsight.com/Insight/ViewContentServlet?Filename=Published
/EmeraldFullTextArticle/Articles/1080140104.html> [Accessed Oct 2014].
Page 4
Hair, F. J., Babin, B., Money, H, A. and Samouel, P. (2003), Essentials of Business
Research Methods, International Edition, New Jersey: Published by Wiley
Hughes, L. R. and Beatty, M. K.(2005) Becoming a Strategic Leader: Your Role in
Your Organization's Enduring Success, San Fransisco: Jossey-Bass
Hughes, T., Foss, B., Stone, M. and Cheverton, P. (2004), "Key account management
in financial services: An outline research agenda", Journal of Financial Services
Marketing, vol. 9, no. 2, pp. 184194
ICGT (no date), Interoperability Clearinghouse Glossary of Terms, [online] Available
at: < http://www.ichnet.org/glossary.htm> [Accessed on Oct 2014]
Investor
words,
(2007),
unit
trust,
[online]
Available
at:>
P.
Key,
(1997),
Qualitative
Research,
[online]
Available
at:
http://www.okstate.edu/ag/agedcm4h/academic/aged5980a/5980/newpage21.htm
[Accessed 3rd Nov, 2014]
Johansson, J. E., Krishnamurthy, C. and Schlissberg, H. E. (2003), "Solving the
solutions problem", McKinsey Quarterly, no. 3, pp. 116125.
Johnston, R and Clark, G.(2001), service operation management improving service
quality, 2nd Ed, England: Pearson Education Limited.
Jones, N. (1998), CRM Training- Customer Relationship Management Consultant,
[online] Available at: <http://www.training-management.info/CRM.htm>, [Accessed
on 09th Oct, 2014]
Karmins and Stewarts, (1993, Cited by Saunders et al. 2000), research methods for
business students, England: Pearson Education limited.
KBC. (2007). Finance and Economies The Economist, Mar. 31st 2007, p.101.
Kervin, J. B. (1992), Methods of Business Research, New York: Harper Collins
Publications.
Kotler, P. and Keller, K. L. (2006) Marketing Management, 12th ed. New Jersey:
Published by Pearson/Prentice Hill
Latttimore et al., (2004). Public and the Relation. The Practice and the Profession,
London, McGrew-Hill.
Leo et al. (2005) Conceptualisation and Scale of CRM, European Journal of
Marketing, Vol. 39 No 11/12, pp. 1264-1290
Page 5
Available
at:>http://www.emeraldinsight.com/Insight/ViewContentServlet?Filename=Published
/EmeraldFullTextArticle/Articles/1570130108.html [Accessed 10th Nov, 2014].
Page 6
Paul N. Hague, P., Nick Hague, N., & Morgan, A. C.(2004) Market Research in
Practice: A Guide to the Basics (Market Research in Practice). London: Kogan Page
Limited.
Payne, A. (2006) Handbook of CRM: Achieving Excellence Through Customer
Management. Oxford: Butterworth-Heinemann
Peasnel, K.V. and Ward, C.W.R. (1985), British financial markets and institutions,
Great Britain: Prantice Hall international.
Peel, J. (2002), CRM : redefining customer relationship management, Oxford:
Digital
Peelen, E. (2005), Customer Relationship Management, Harlow, Essex: Pearson
Education Limited.
Peelen, E. (2005, citing Metagroep, 2000), Customer Relationship Management,
Harlow, Essex: Pearson Education Limited.
Peppard, J. (2004), Customer relationship management (CRM) in financial services,
Vol.
18,
No.
3,
pp.
312327.
[online]
Available
at:>
http://scholar.google.com/scholar?hl=en&lr=&q=cache:Hyu0WUSSvRwJ:practice.nt
cn.edu.tw/hewwww/MIS/project%255C240914119.pdf+author:%22Peppard%22+inti
tle:%22Customer+Relationship+Management+(CRM)+in+Financial+Services%22+
[Accessed 01st Nov, 2014].
Gilmore, J. H.; Pine, B. I. 2002, Customer experience places: the new offering frontier,
Strategy and Leadership 30(4): 411. http://dx.doi.org/10.1108/10878570210435306
Grewal, D.; Levy, M.; Kumar, V. 2009, Customer ex-perience management in Retailing: An
organizing
framework,
Journal
of
Retailing
85(1):
114.
http://dx.doi.org/10.1016/j.jretai.2009.01.001
Peter, J. P and Olson, C. J. 2007. Consumer Behavior and Marketing Strategy, 7th
Edition, New York, McGrew-Hill Companies.
Porter (1985, cited by Thompson and Martin, 2005), Strategic Management. 5th ed.
London: Thomson Learning
Porter, M. (1985, citing in Thompson, J. and Martin, F., 2005: 254), Strategic
Management. 5th ed. London: Thomson Learning
Powernet
(2003),
Support
Documents,
[online]
Available
Page 7
Preston, B, J., Felice, J., and Marshall, S.(2006), Building better customer
relationships: case studies from Malta and the UK, Library Management Journal,
Volume:
27,
Issue:
6/7,
Pp.430-445,
[online]
Available
at:
>http://www.emeraldinsight.com/Insight/ViewContentServlet?Filename=Published/E
meraldFullTextArticle/Articles/0150270612.html> [Accessed Oct 2014]
Quinton, S. and Smallbone, T. (2006), postgraduate research in business: a critical
guide, London: Sage publications.
Rackham, N., Friedman, L., & Ruff, R.,(1996). Getting Partnering Right: How
Market Leaders Are Creating Long-term Competitive Advantage. New York:
McGraw-Hill
Research
compliance,
(no
date),
secondary
data,
[online]
Available
at:
(2001),
Analytical
CRM,
[online]
Available
(2003),
.,
Available
<http://www.sas.com/offices/asiapacific/china/solutions/crm/index.html>,
at
[accessed
on Nov 2014]
Saunders, M. Lewis, P. and Thornhill A. (2000), Research Methods for Business
Students, 2nd Edition, England: Pearson Education.
SECOR
(2006),
Strategic
Customer
Management
[online]
Available
at:
Page 8
Page 9
Page
10
Appendix:
B2C
Business to Customer
BBC
CRM
CNN
E-Business
Electronic Business
ERP
MBA
MRP
Page
11