[Monash Home][Monash Info][News and Events][Campuses and Faculties] [Monash University]
SiMS Home
SiMS HomeAbout UsCourses & SubjectsStaffResearchContact
SiMS Home
 
Handbook   Overview   Lectures   Seminars   Readings   Assessment   Staff

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.

MORE READINGS

Some websites with industry articles and white papers
http://www.intelligentcrm.com/
http://crm.insightexec.com
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

  •  
    HelpContactsSite MapStaff DirectorySearch
    Return to the Top of the PageMonash University ABN 12 377 614 012. Copyright 1994-2001 Monash University - Caution - Privacy
    SIMS is part of the Faculty of Information Technology - Last updated: 18 July 2005
    Authorised by: Head of School. Maintained by: Mr Marcus Gibson