Table of contents for Linux and the Unix philosophy / Mike Goncarz.
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The New Customer Challenge
CRM Technology and CRM: The Need for a Communication-Centric Approach
The Analyst's View of CRM
The Application Revolution and Its Implications for CRM
Analytical CRM
Dot-Com CRM Red Herrings and Introducing CMR (and DCM)
A Role for Marketing-Oriented CRM Technologies
Selecting Vendor Solutions
Defining CRM Processes
A Researched Approach to CRM
Conclusion
Glossary
Vendor Directory
About the Author
Index
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