References & Further Readings

  • Ajeagbu, C., Aldowu, S.A., Adesegun, O.A., 2014. Effectiveness of Complaint management in CRM system, Journal of Information Engineering and Applications , Vol 4(8), 49, ISSN 2225-0506(online).
  • ANON (MARCH 2017)| 4 COMPANIES LEADING THE WAY IN CUSTOMER EXPERIENCE , http://customerthink.com/worlds-3-most-customer-centric-companies-how-do-they-do-it/ 
  • Bandel, A., 2015. Personalized product recommendations stats. Brilliance, January 2015. Available at: www.barilliance.com/personalized-product-recommendations-stats/ 
  • Bateson, J.E.G., 1995. Managing Services Marketing, Third Edition, the Dryden Press, Harcourt Brace College Publisher.
  • Belosic, J., 2012. 8 Ways Businesses Can Use Facebook and Customer Relationship Management, Available at: https://www.cmswire.com/cms/customer-experience/8-ways-businesses-can-use-facebook-and-customer-relationship-management-018308.php 
  • Bhargava, R., 2011. 10 big brand lessons from the Corporate Social Media Sumit. Social Media Today, 22 June, Available at: http://socialmediatoday.com/cliffigallo/309088/10-big-brand-lessons-corporate-social-media-summit 
  • Bradway, B. and Purchia, R., 2000. ‘Top 10 strategic IT initiatives in e-CRM for the new millennium’, Available at: http://www.financial-insights.com. 
  • Christopher, M., Payne, A., and Ballantyne, D., 1991. Relationship Marketing Bringing Quality, Customer Service and Marketing Together, Oxford: Butterworth-Heinemann.
  • Christopher, M., Payne, A. and Ballantyne, D., 2002. Relationship Marketing, Butterworth-Heinemann, Oxford.
  • Considine, R. and Murray, R., 1981. The Great Brain Robbery. Pasadena, CA.
  • Conversocial,  2015. Conversocial teams with Hyatt to integrate with Facebook’s Messenger app to expand Hyatt’s social care efforts. Press release, 10 November. Available at: www.conversocial.com/news-and-events-blog/conversocial-teams-with-hyatt-to-integrate-with-facebook-s-messenger-app-to-expand-hyatt-s-social-care-efforts 
  • Chaffey, D. and Smith, P.R., 2017. Digital Marketing Excellence: Planning, Optimizing and Integrating Online Marketing , Routledge, Taylor& Francis Group, ISBN 978-1-315-64043-1
  • Egan, J. and Harker, M.J., 2005. Relationship marketing. Sage Library in Business Management . Sage. ISBN 1412908663.
  • Newbury, E., 18 April 2016, the-importance-of-customer-relationship-management. https://www.digitaldoughnut.com/articles/2016/april/the-importance-of-customer-relationship-management 
  • Flores, L. and Eltvedt, H., 2005. Beyond online advertising – lessons about the power of brand web sites to build and expand brands. Published in Proceedings of ESOMAR Online Conference, Montreal.
  • Godin, S., 1999. Permission Marketing. Simon and Schuster, New York.
  • Gordon, I.,  nov/dec 2002.  Best Practices: Customer Relationship Management, http://www.converge.ca/https://iveybusinessjournal.com/publication/best-practices-customer-relationship-management/ 
  • Hochman, L., 2008. Guide to customer loyalty. Marketing Age.
  • Hubspot, 2011. The Facebook Marketing Update, Spring 2011. E-book created by Who’s Blogging What? and sponsored by Hubspot.
  • Kennedy, A., 2006. Electronic customer relationship management (e-CRM): opportunities and challenges in a digital world. Irish Marketing Review, vol (18), 1-2.
  • Lan, H.D.T., 2015. The impact of relationship marketing on customer loyalty in the airline industry.
  • McGovern, G., 2012. Support is the new sales. New thinking, 11 March.
  • Mettagarunagul, M. and Puengprakiet, P., 2011. The use of e-CRM to enhance customer relationship: the case of Toyota Mahanakkorn.
  • Peppers and Rogers, 1999. One-to-One Field Book. Currency/ Doubleday, New York.
  • Mudie, P. and Pirrie, A., 2012.  Services Marketing Management, Routledge , Business & Economics, p. 280. 
  • Radcliffe, J., Kirkby, J. and Thompson, E., 2001. The Eight Building Blocks of CRM. Gartner Research, Stamford, CT.
  • Sanchez, 1997. Customer Relationship Marketing, Building Customer relationships for enduring Profits in the Wired Economy,
  • Available at: http://www.zunch.com/zunch/files/Zunch_CRM.pdf 
  • Schrank, G., 2011., The-Top-5-Issues-in-Complaint-Management Understanding a 360-degree view of your customers, Available at: http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/   
  • Kingsnorth, S. 2016. Digital Marketing Strategy: An Integrated Approach to Online Marketing, Kogan Page, Business & Economics, p. 324.  
  • Smith, P.R. and Zook, Z., 2011. Marketing Communications: Integrating Offline and Online with Social Media, 5th Edition. Kogan Page, London.
  • Stone, M., 2004. Interview with P.R. Smith
  • Stone, M., 2011. Literature review on complaints. Journal of Database Marketing & Customer Strategy Management, 18, pp. 108-22.
  • Thompson, E., Maoz, M., Collins, K. and Dunne, M., 2011. What’s ‘hot’ in CRM applications in 2011. Gartber Research, 17 March, Available at: www.gartner.com/id=1595014 
  • Varey, R. and Lewis, R. (eds), 2000. Internal Marketing: Directions for management, Routledge,  Business and Economics. 
  • Varghese, 2017. Available at: http://www.digitalistmag.com/customer-experience/2017/08/24/future-of-crm-customer-engagement-all-things-digital-05310291 
  • Jaiswal, V., 2017. World’s 3 MOST Customer-Centric Companies: How do they do it!!
  • Winters, J., 2016. Why Your CRM is an Integral Part of Your Digital Strategy, Available at: http://digitalmarketingmagazine.co.uk/digital-marketing-features/why-your-crm-is-an-integral-part-of-your-digital-strategy, Posted in Features on 12 December 2016, 08:30.   
  • Zulqarnain Arabian. Relationship Marketing Vs Transactional Marketing, Available at: https://marketing-and-branding.knoji.com/relationship-marketing-vs-transactional-marketing/ (Accessed on April 23, 2018).


Web References:

  • http://customerthink.com/worlds-3-most-customer-centric-companies-how-do-they-do-it 
  • http://digitalmarketingmagazine.co.uk/digital-marketing-features/why-your-crm-is-an-integral-part-of-your-digital-strategy, Posted in Features on 12 December 2016, 08:30
  • http://kfknowledgebank.kaplan.co.uk/KFKB/Wiki%20Pages/Customer%20relationship%20management.aspx
  • http://www.asos.com/about/
  • http://www.businessmanagementideas.com/crm/e-crm/e-crm-meaning-evolution-and-benefits/3688
  • http://www.digitalistmag.com/customer-experience/2017/08/24/future-of-crm-customer-engagement-all-things-digital-05310291
  • http://www.marketing-schools.org/types-of-marketing/permission-marketing.html
  • http://www.marketingteacher.com/digital-marketing-communications/
  • http://www.mediaocean.com/digital-marketing-guide/overview-history
  • http://www.qiem.com/crm-profiling.php
  • https://www.ivoryresearch.com/writers/andrea-brown-ivory-research-writer/
  • https://www.marketingweek.com/2015/11/09/how-crm-is-becoming-the-new-advertising/
  • https://www.salesforce.com/crm/strategy/
  • https://www.spigit.com/blog/4-companies-leading-way-customer-experience/omer Loyalty   
  • https://www.techopedia.com/2/28333/enterprise/crm/top-6-trends-in-customer-relationship-management-crm
  • https://visual.ly/community/infographic/social-media/where-inbound-marketing-and-content-strategy-meet

Last modified: Monday, 7 May 2018, 5:26 AM