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IMS5028 : Customer Relationship Management Systems

Prescribed Texts

1. Zikmund R., McLeod R., Gilbert F. Customer Relationship Management, Integrating Marketing Strategy and Information Technology, Wiley,2003
2. Groth Robert, Data Mining , Building Competitive Advantage, Prentice-Hall

For recommended texts refer to the subject ouline - Due to the breadth and novelty of the area, there is no single text that adequately covers the subject. Students are expected to read widely. Additional relevant sources of information for each lecture will be given as appropriate.


Some websites with industry articles and white papers
CRM Today http://www.crm2day.com/
DM review http://www.dmreview.com/
CRM Guru www.crmguru.com
Destination CRM http://www.destinationcrm.com/
SAS white papers http://www.sas.com/apps/whitepapers/whitepaper.jsp
Kurt Thearling http://www.thearling.com/
Siebel http://www.siebel.com/resource_library/
Teradata www.teradata.com
MicroStrategy www.microstrategy.com

Some academic journals where you can find papers on CRM:

  • Journal of data warehousing (now Journal of BI)
  • Journal of strategic marketing
  • MISQ
  • California Management Review

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