Group+Annotated+Bibliograpy


 * __Mariam's Sources__**
 * 1) ====== A Behavioural Approach to CRM Systems Evaluation. Rachel McCalla, Jean-Noël Ezingeard and Kevin Money. Henley Management College. ======
 * 2) ======Customer Relationship Management (CRM) in financial services. Joe Peppard======
 * 3) ======Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts. Henning Gebert, Malte Geib, Lutz Kolbe, Walter Brenner.======
 * 4) ======Where Are the Benefits in CRM. Technology Investment? T. R. Coltman======

1) "Customer Relationship Management: Concepts and Technologies" by Francis Buttle - book **
 * __Reem's Sources__

2) Realizing Business Benefits Through CRM: Hitting the Right Target in the Right Way - By: Dale Goodhue, Barbara Wixom and Hugh Watson

3) "Data mining techniques for customer relationship management" - by Chris [|Rygielski][|a], Jyun-Cheng [|Wang][|b] and David C. [|Yen]

4) "A CRM road map: what is known, potential pitfalls and where to go" by William Boulding, Richard Staelin, Michael Ehret, & Wesley J. Johnston

1. ** 2.**
 * __Atim's Sources__
 * Phan Dien, Vogel. R. Douglas (2009). A model of customer relationship management and business intelligence systems for catalogue and online retailers. Information and management 47 pages 69-77
 * Hsieh H. Ming (2009). A case of managing customer relationship management systems: Empirical insights and lessons learned. International journal of information management 29 pages 416-419**

3.
 * Cheol Kyung Ahn, Ingoo Han, Tae Hyup Roh (2005). The priority factor model for customer relationship management system success. Expert systems with applications 28. pages 641-654**

4.
 * Chalmeta Ricardo.(2006) Methodology for customer relationship management. The journal of systems and software 79. pages 1015-1024**

__Owen's Sources__
 * 1) Bull, Christopher. "Strategic issues in customer relationship management (CRM) implementation." //Business Process Management Journal// 9.5 (2003): 592-602. //Emerald Insight//. Web. 10 Mar. 2010.
 * 2) Bull, Christopher . "Customer Relationship Management (CRM) systems, intermediation and disintermediation: The case of INSG ." //International Journal Information Management// 30.1 (2010): 94-97. //Scholars Portal//. Web. 10 Mar. 2010.
 * 3) Lin, Nan-Hong, Wen-Chun Tseng, Yu-Chung Hung, and David C. Yen. "Making customer relationship management work: evidence from the banking industry in Taiwan." //The Service Industries Journal// 29.9 (2009): 1183-1197. //Informaworld//. Web. 11 Mar. 2010.
 * 4) Sharp, Duane. //Customer Relationship Management Systems Handbook//. N/A: Auerbach Publication, 2003. Print.