http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
1. Making sence of customer relationship management -- 2. The customer relationship management value chain -- 3. Information technology for customer relationship management -- 4. Customer portfolio analysis -- 5. Customer intimacy -- 6. Creating ang managing networks -- 7. Creating value for customers -- 8. Managing the customer lifecycle: customer acquisition -- 9. Managing the customer lifecycle: customer retention and development -- 10. Organizing for customer relationship management
Includes bibliographical references and index