http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
1. Customer care -- 2. Customer life cycle (CLC) and customer lifetime value (CLV) -- 3. Relationship marketing -- 4. Customer relationship management (CRM) -- 5. Loyalty management -- 6. Service quality and service capacity planning -- 7. Customer-driven quality and QMS -- 8. CRM and sales force automation -- 9. eCRM -- 10. Planning and implementing CRM -- 11. Making CRM a success -- 12. IT of CRM and its integration -- 13. Future of CRM
Includes bibliographical references and index