Electronic Customer Relationship Management- An Empirical Study with Special Reference to State Bank of India in Chennai

Reference

1. Top 5 CRM Trends for 2013". Enterprise Apps Today. Retrieved 7 June 2013.
2. CRM and customer-centric knowledge management: an empirical research
3. The Great Enterprise Balancing Act: Extended Relationship Management (XRM), Doug Laney, META Group publication, 10 December 2001
4. .It’s all about the Customer, Stupid – The Importance of Customer Centric Partners
5. 1Sales and Customer Services–CRM: Services Overview
6. 1Joachim, David. "CRM tools improve access, usability." (cover story). B to B 87, no. 3 (11 March 2002): 1
7. 1 David Sims, TMC.net (2007) CRM Adoption ‘Biggest Problem’ in 83 Percent of Cases
8. 1 Hasan, M. R., Rahman, M., And Khan, M. M. (2013). Rural Consumers’ Adoption of CRM in a Developing Country Context. International Journal of Business and Management Invention (IJBMI), 2(9), 121-131.
9. 1 DestinationCRM.com (2009) CRM Market Grows for Fifth Straight Year
10. 1 "Gartner Says Worldwide Customer Relationship Management Market Grew 23 Percent in 2007" (Press release). Gartner, Inc. 12 September 2008. Retrieved 2008-08-15.
11. 1 Gartner Says Worldwide CRM Market Grew 12.5 Percent in 2008" (Press release). Gartner, Inc. 15 June 2009. Retrieved 2009-10-27.