http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
how to develop and execute a CRM strategy
Chapter 1. Introduction -- Chapter 2. Definition -- Chapter 3. The evolution of CRM -- Chapter 4. Developing a CRM strategy -- Chapter 5. The "C" in CRM -- Chapter 6. The "R" in CRM -- Chapter 7. The "M" in CRM -- Chapter 8. B2B -- Chapter 9. What is needed to successfully develop and implement a CRM strategy? -- Chapter 10. CRM benefits -- Chapter 11. Useful measurement definitions.
Includes bibliographical references (pages 193-194) and index.